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 Senior Customer Success Manager to join our team. 

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

The Senior Customer Success Manager (SRCSM) is an essential role in developing and managing ongoing partnerships with our complex MDaudit customer base. This role is responsible for building relationships with strategic, high value MDaudit customers in an effort to maintain a high level of customer satisfaction and loyalty. The SRCSM 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 Senior 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. 

The Senior Customer Success Manager will serve as a mentor across the Customer Experience team, adding value to support goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but not limited to:

Customer Satisfaction

• Year over year improvement of customer satisfaction (NPS)
• Advocate for the delivery of timely resolution for escalated customer issues/cases
• Conduct proactive holistic reviews of customer accounts (QBR)
• Provide regular customer updates to key Hayes stakeholders
• Primary liaison between customers and Hayes 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
• Manage annual churn value to be less than 3% in the book of business that is managed
• Ongoing and pro-active customer communication
• In conjunction with MDaudit Marketing and Sales teams, coordinate and manage events to ensure customer is kept current on product and service offerings
• Educate MDaudit customers on new offerings and releases
• Organically identify, qualify and close upsell opportunities. Meet or exceed assigned quota.
• Responsible for customer contract renewals
• Proactively own and manage the customer relationship

Mentor

• In collaboration with the Director, Customer Success, develop and deliver internal trainings to the Customer Success and Customer Experience teams to advance knowledge and skillset(s)
• Provide “office hours” for one on one mentoring as needed/requested

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
• High emotional quotient and patience in working with customers towards an optimal outcome
• Proven ability to resolve problems independently
• Strong organizational skills
• Competent influencer of stakeholders
• Experienced application of sound judgment in order to prioritize needs and tasks
• Demonstrated verbal and written communication skills
• Experience in concurrently managing multiple, complex projects with high quality results
• Compliance and revenue cycle coding/auditing experience highly preferred
• Advanced ability to be flexible and respond positively in dynamic environments

EDUCATION and EXPERIENCE

• Four-year college degree or equivalent related work experience
• 7+ years of customer success management work, including accountability of the overall relationship 
• 5 years of experience in healthcare setting 
• Compliance; billing; auditing, coding, accounting (hospital or professional) 
• Oversight of information systems based projects
• Business development experience
• Strong leadership and mentoring skills
• Executive level decision making and communication skills
• Excellent knowledge and skill using Microsoft Office Suite
• Experience with using Salesforce