Success Manager, Clinical

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

📋 Description

• Establish and nurture consultative relationships with clients through consistent interaction with key stakeholders.

• Assess customer satisfaction and monitor the utilization of products and solutions.

• Share industry best practices, evaluate progress towards organizational objectives, and identify customer requirements.

• Gather customer feedback and relay responses to internal teams.

• Analyze data related to product usage and adoption.

• Proactively enhance utilization and adoption rates while supporting customer retention and growth initiatives.

• Keep Salesforce records updated with customer engagement activities.

• Work collaboratively with sales, product management, training, onboarding, implementation, customer service, operations, and success management teams.

• Partner with product managers and owners to align product design with customer success metrics.

• Create onboarding strategies for designated products.

• Collaborate on account renewal strategies and provide pre-sales advisory assistance.

• Produce customer-facing materials in conjunction with product, development, and content teams.

• Maintain product guides and templates, promote webinars, and engage customers through community platforms.

• Implement one-to-many and one-to-one strategies aimed at boosting product adoption.

• Identify and cultivate referenceable accounts while capturing customer success stories and ROI.

⛳️ Requirements

• A minimum of a bachelor's degree in healthcare, business, or a technical discipline.

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

• Previous experience in a healthcare organization is preferred.

• Familiarity with HealthStream products from an administrative perspective is an advantage.

• Experience in a SaaS environment is desirable.

• Proficiency in Salesforce is preferred.

• Strong skills in Microsoft Office applications.

• Excellent verbal and written communication abilities.

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

• Technical expertise to gain a comprehensive understanding of assigned products and solutions.

• Capacity to work independently and apply critical thinking to analyze and solve customer challenges.

• Ability to present information effectively to management, customer groups, and internal stakeholders.

• Team collaboration skills.

• Capacity to build relationships at various levels within customer organizations.

• Ability to leverage data to showcase customer performance against desired outcomes.

• Capability to coordinate activities across multiple customer accounts.

• Adaptability to changes in a dynamic, innovative environment.

• Commitment to learning about HealthStream platforms and products, and a dedication to ongoing education.

• Willingness to travel up to 20%, including potential overnight stays as required.

• For the Revenue Cycle Success Manager position: Knowledge and experience in Revenue Cycle is preferred.

• For the abaqis Success Manager role: Familiarity with abaqis and/or the long-term care survey process is strongly preferred.

• For the Competency Success Manager role: A nursing degree, RN, or clinical experience is preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.

• Generous paid time off and holiday policies.