Success Manager

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• The Success Manager is essential in ensuring our customers have a meaningful experience as they tackle significant challenges using HealthStream's products and solutions.

• By actively engaging customers in purposeful discussions, the Success Manager facilitates the optimal adoption of solutions that align with the organizational goals of the customers.

• You will be tasked with adhering to all HealthStream's security policies, procedures, and required training.

• Establishes and maintains a continuous consultative relationship with customers through regular interactions with key stakeholders to assess satisfaction and product/solution utilization, share best practices, track progress toward organizational objectives, and identify ongoing customer requirements.

• Gathers regular customer feedback and communicates findings to HealthStream's internal teams, including sales, product management, training, onboarding, and operations.

• Leverages data to evaluate product utilization and adoption.

• Proactively addresses opportunities to enhance utilization/adoption and ensure ongoing customer retention and growth.

• Keeps Salesforce case documentation updated regarding customer engagement activities to guarantee service continuity.

• Works in collaboration with sales, product management, onboarding/implementations, customer service, and other members of the success management team to ensure smooth interactions with our customers.

• Partners with product managers/owners of assigned solutions to maintain a comprehensive understanding of product design and metrics for customer success.

• Collaborates with implementation teams to create onboarding plans for assigned products.

• Teams up with sales and other Success Managers to strategize account renewals.

• Provides advisory support during pre-sales discussions to clarify the Success Manager's role in aiding the customer.

• Collaborates with product, development, and content teams to create customer-facing materials for assigned products.

• Utilizes the community to enhance customer self-service by keeping product guides and templates current, promoting webinar topics, and fostering discussions among customers.

• Works with the HealthStream Community team to ensure that customer resources are effectively meeting self-service needs.

• Develops strategies to boost product adoption on both one-to-many and one-to-one bases with our customers.

• Identifies and nurtures reference accounts, assisting in capturing the customer's success story and ROI.

• Collaborates with onboarding teams to formulate onboarding plans for assigned products.

⛳️ Requirements

• A seasoned professional with a minimum of a Bachelor's degree in healthcare, business, or a technical field.

• At least 3 years of experience in customer service, sales, or a related role.

• Experience in a healthcare organization is preferred.

• Familiarity with HealthStream products from an administrator perspective is a plus.

• Background in a SaaS business is desirable.

• Experience with Salesforce is a plus.

• Proficiency in Microsoft Office products is required.

• Excellent verbal and written communication abilities.

• Understanding of data and its application in defining customer success.

• Technical aptitude to support the development of a thorough understanding of assigned products/solutions.

• Ability to function independently and apply critical thinking to analyze and resolve customer challenges related to product utilization and adoption.

• Willingness to seek guidance from more experienced colleagues when faced with new or challenging situations.

• Capable of effectively presenting information to management, customer groups, and HealthStream internal stakeholders.

• Collaborates as part of a team to optimize solutions and ensure a seamless delivery approach.

• Builds relationships at various levels within customer organizations to identify their needs and work collaboratively on solutions that align with their organizational strategies, culture, and constraints.

• Utilizes data to illustrate customer performance relative to desired outcomes.

• Coordinates activities across multiple customer accounts.

• Adapts to changes in strategy or approach as required in a fast-paced, innovative environment.

• Commitment to learning various HealthStream platforms and products, alongside ongoing education to maintain expertise in assigned products/solutions.

• Willingness to travel up to 20%, with overnight stays as necessary to meet customer and internal company needs.

🏝️ Benefits

• Medical, Dental, and Vision insurance.

• Paid Time Off.

• Parental Leave.

• 401k and Roth options.

• Flexible Spending Account.

• Health Savings Account.

• Life Insurance.

• Short- and Long-Term Disability.

• Medical Bridge Insurance.

• Critical Illness Insurance.

• Accident Insurance.

• Identity Protection.

• Legal Protection.

• Pet Insurance.

• Employee Assistance Program.

• Fitness Reimbursement.