The Customer Success Manager is responsible for driving consistent customer value through adoption of Brightree products and services, utilizing broad knowledge of Brightree products and services in conjunction with wide-ranging experience of general HME operations.
Requirements
- Engage with customers’ executive leadership to align on business goals, improvement priorities and success strategies
- Proactively monitor key performance and risk indicators for assigned accounts and manage escalations through creation and utilization of an action plan
- Work autonomously to manage ongoing internal and external communication and projects across multiple customers simultaneously to ensure customer satisfaction and retention
- Identify expansion and cross sell opportunities that align with customers’ short and long-term goals
- Design, lead and document annual and quarterly business reviews that add value to the customer with minimal instruction
- Independently identify risk and use sound judgement to properly escalate customer issues and barriers to continued success
- Maintain wide-ranging knowledge of Brightree HME and pharmacy products/services as well as industry and regulatory changes
- Research, diagnose and resolve basic and complex customer questions or problems on site, over the telephone or through electronic communication
- Facilitate working sessions with customers to understand and document business and technical requirements for improved functionality in the Brightree system
Benefits
- Health Insurance
- 401k Matching
- Paid Time Off
- Retirement Plan
