Most job postings are the same (and can be pretty boring, right?!). That's why we want to start out by telling you what's in it for you:

• We have an amazing platform that maximizes revenue for thousands of healthcare organizations across the country!
• We embrace diversity in a serious way! We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
• We celebrate and promote career growth and advancement.
• We have an awesome on-demand learning program.
• We do fun stuff like remote Cooking Classes, Yoga Sessions & Mixology Classes because we like to have fun!
• We have an awesome benefits package with Medical, Dental & Vision Coverage & 401K (with company match).
• We have an unlimited vacation policy - that's right, take vacation when you want and come back to work refreshed!
• We have cool Peer Nominated Awards & Recognition because we like to celebrate our employees!

 We are currently seeking a Customer Success Manager to join our team. 

From day one, this role will have the opportunity to make a difference for our customers, who represent the nation’s premier healthcare systems. This position requires a driven professional who thrives in a collaborative environment - an innovator, whose number one goal is 100% customer retention and satisfaction.

The Customer Success Manager (CSM) is an essential role in developing and managing ongoing strategic partnerships with the MDaudit customer base. This role is responsible for building relationships with MDaudit customers in an effort to maintain a high level of customer satisfaction and loyalty. The CSM will identify opportunities to optimize and expand the use of the product. This position will collaborate with the Implementation, Support, Product, Finance and Sales teams to achieve customer success. The Customer Success Manager will advocate for their customers and work with customer decision makers to embrace change and expand the footprint within each product offering. Because collaboration and relationship building is essential to the position, the ability to travel to our customers up to 25% is required.

  ESSENTIAL DUTIES AND RESPONSIBILITIES include, but not limited to: 

Customer Satisfaction

• Year over year improvement of customer satisfaction (NPS)
• Regular updates to the Customer Health Scorecard
• Apply risk metrics to customer activities to inform retention risk and strategy.
• Manage goals related to churn and retention.
• Advocate for the delivery of timely resolution for escalated account issues and product enhancements.
• Conduct proactive holistic reviews of customer accounts (Business Reviews)
• Provide regular customer updates to key MDaudites stakeholders.
• Primary liaison between customers and MDaudit internal teams
• Collaborate with internal resources to ensure highest level of service and delivery.
• Effectively communicate product roadmap and engagement solutions to customers with passion and excitement

Customer Loyalty

• Establish and maintain strong relationships at a variety of levels within the customer organization including decision makers, influencers, executive leadership and end users.
• Obtain customer commitments for participation in our reference program.
• Ongoing and pro-active customer communication
• In conjunction with MDaudit Marketing and Sales teams, coordinate and influence participation at events to ensure customer is kept current on product and service offerings.
• Encourage and influence customer participation in MDaudit Community events, councils and other industry related events.
• Educate MDaudit customers on new offerings and releases.
• Drive the sales of MDaudit services working with the implementation and finance teams.
• Partner with the Senior Director of Customer Growth to identify, qualify and close upsell and renewal opportunities.
• Proactively own and manage the customer relationship and manage CHURN. 

Administration

• Ensure compliance with contract conditions, and SLAs.
• Utilize Salesforce and other mission critical tools to communicate and document customer interactions and information.

REQUIRED SKILLS

• Exceptional interpersonal and customer engagement skills
• Ability to resolve problems independently.
• Strong organizational skills
• Ability to influence stakeholders.
• Ability to employ sound judgment in order to prioritize needs and tasks.
• Demonstrated verbal and written communication skills.
• Ability to concurrently manage multiple, complex projects with high quality results.
• Compliance and revenue cycle coding/auditing experience preferred.
• Ability to be flexible and respond positively in dynamic environments.

EDUCATION and EXPERIENCE

• Four-year college degree 
• 5+ years of customer success management work, including accountability of the overall relationship.
• 4+ years of experience in healthcare setting:
• Compliance; billing; auditing, coding, revenue cycle, accounting (hospital or professional)
• Understands healthcare data flow and associated risks.
• Oversight of information systems-based projects.
• Proven leadership and mentoring skills
• Executive level decision making and communication skills.
• Excellent knowledge and skill using Microsoft Office Suite
• Experience using Salesforce.