STRATEGIC MANAGER - CUSTOMER SUCCESS
Company Description:
Founded in 2006, eHealth Technologies is the leading provider of medical record retrieval and organization services and image-enabled Health Information Exchanges (HIEs).
With customers across the country, eHealth Technologies works with prominent HIEs and the nation's top-ranked hospitals, including 17 of the 20 US News & World Report Honor Roll Hospitals for 2020-2021.
The company's eHealth Connect solution enhances patient and physician satisfaction by streamlining referrals and intelligently aggregating patients' clinical records.
This assures physicians have the right healthcare information to care for their patients, right when they need it.
As a critical adjunct to HIEs, eHealth Connect Image Exchange enables the automated access to all types of medical images in the context of the aggregated patient record, in full diagnostic quality.
Position Description The Strategic Customer Success Manager fulfills a very important role within the company with the ultimate responsibility of maintaining and developing long term, mutually beneficial relationships with a portfolio of current clients.
Acting as the primary liaison between our customers and internal teams which include operations, sales, marketing, and customer success.
This role is expected to maximize client satisfaction with current lines of service being provided while identifying and expanding on new service lines to further grow revenue and bring additional value to current clients.
RequirementsPrimary
Responsibilities:
Responsible for 8-10 key west coast accounts.
Operates as the main point of contact for executives and key stakeholders for all business or service level expansions and escalations within assigned customers.
Responsible for increasing net promoter score and the retention of assigned clients.
Achieve quarterly goals through the development and implementation of plans to maximize department volumes, the addition of service lines and value you add services such as indexing and integrations utilizing the eHealth Technologies/Miller Heiman sales process.
Leaders contract renewal and price increase process for assigned clients.
Collaborates with internal Customer Success, Marketing, Sales, and Operation teams to produce a positive client experience.
Services multiple clients concurrently, while still meeting deadlines.
Communicates and coordinates client needs and requests to internal team members in a timely manner.
Forecasts and tracks client account metrics.
Helps clients optimize their experience by updating templates, index design, and organizing quarterly business or metric reviews.
Maintains and expands job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time without notice.
Information Privacy and Security In an effort to safeguard the information privacy and security of all covered information Employee shall also be responsible for:
Following eHealth Technologies' information privacy and security policies, procedures, standard operating procedures, appendices, attachments, etc.
Accessing, using, and disclosing only the minimum necessary covered information that is needed for job responsibilities, or otherwise allowed by law.
Safeguarding the confidentiality, integrity, and availability of covered information at all times, whether or not on duty.
Knowledge and Skill Requirements:
High School Diploma or GED required; Associates Degree in relevant field of study referred.
Minimum of three (3) years relevant work experience required, Five (5) or more years of related experience preferred.
Proficient with Microsoft Office applications and other related business computer software.
Ability to work independently.
Ability to retain intimate understanding of eHealth Technologies business.
Well-developed presentation skills.
Excellent attention to detail and organizational skills.
Ability to interact and cooperate with all employees.
Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity.
Exercises good judgment and utilizes creative problem-solving skills.
Ability to complete tasks accurately and within strict time constraints.
Ability to simultaneously manage several projects.
Key Relationships :
Directly supervised by the VP of Customer Success Management, working in conjunction with the Executive Director of Clinical Optimization, Operations Management, Enterprise Sales VP, and Finance.
Interacts regularly with eHealth Technologies staff, customers, vendors, and community members.
Essential Functions :
Extended periods of time typing, data entry, sitting, reading, writing.
Lifting up to 20 lbs.
This position will require travel to customer sites.
Willingness to occasionally work a flexible schedule.
Availability during regular business hours, evenings and/or weekends on occasion as needed to provide support and assistance to the CSO and VPM.
Mental Requirements include:
General, Visual, and Numerical Intelligence.
Analytical skills.
As eHealth Technologies' workforce is currently teleworking remotely from home, it is a requirement of the position that employees have the following minimum requirements available in their home internet network, including a router that:
Must achieve minimum speeds of 100MBPS for download and 10MBPS for upload, or any other higher speed required for the work to be produced contingent upon your role.
Availability of at least two (2) Ethernet connections in the router to the internet source is required (for your PC and phone).
Workstation should be plugged directly into the router as a hardwire connection to high-speed internet is critical to maintaining approved speeds for optimal functioning of various operational hardware, software and tools, as required for work performance; an appropriate Wi-Fi connection may satisfy this connection to high speed internet.
Router should be updated regularly with latest firmware, or ultimately replaced if router speeds are not within the minimum specifications above.
Success Metrics :
1.
100% client retention and contract renewal2.
Net promoter score of +50 or higher, with a response rate of 40%3.
Delivery of projected annual revenue4.
Meet growth quota through feature enhancements and volume expansioneHealth Global Technologies, Inc is an Equal Opportunity EmployerSalary Description $75,000 - $120,000 Recommended Skills Analytical Attention To Detail Business Informatics Clinical Works Confidentiality Coordinating Estimated Salary: $20 to $28 per hour based on qualifications.
Founded in 2006, eHealth Technologies is the leading provider of medical record retrieval and organization services and image-enabled Health Information Exchanges (HIEs).
With customers across the country, eHealth Technologies works with prominent HIEs and the nation's top-ranked hospitals, including 17 of the 20 US News & World Report Honor Roll Hospitals for 2020-2021.
The company's eHealth Connect solution enhances patient and physician satisfaction by streamlining referrals and intelligently aggregating patients' clinical records.
This assures physicians have the right healthcare information to care for their patients, right when they need it.
As a critical adjunct to HIEs, eHealth Connect Image Exchange enables the automated access to all types of medical images in the context of the aggregated patient record, in full diagnostic quality.
Position Description The Strategic Customer Success Manager fulfills a very important role within the company with the ultimate responsibility of maintaining and developing long term, mutually beneficial relationships with a portfolio of current clients.
Acting as the primary liaison between our customers and internal teams which include operations, sales, marketing, and customer success.
This role is expected to maximize client satisfaction with current lines of service being provided while identifying and expanding on new service lines to further grow revenue and bring additional value to current clients.
RequirementsPrimary
Responsibilities:
Responsible for 8-10 key west coast accounts.
Operates as the main point of contact for executives and key stakeholders for all business or service level expansions and escalations within assigned customers.
Responsible for increasing net promoter score and the retention of assigned clients.
Achieve quarterly goals through the development and implementation of plans to maximize department volumes, the addition of service lines and value you add services such as indexing and integrations utilizing the eHealth Technologies/Miller Heiman sales process.
Leaders contract renewal and price increase process for assigned clients.
Collaborates with internal Customer Success, Marketing, Sales, and Operation teams to produce a positive client experience.
Services multiple clients concurrently, while still meeting deadlines.
Communicates and coordinates client needs and requests to internal team members in a timely manner.
Forecasts and tracks client account metrics.
Helps clients optimize their experience by updating templates, index design, and organizing quarterly business or metric reviews.
Maintains and expands job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time without notice.
Information Privacy and Security In an effort to safeguard the information privacy and security of all covered information Employee shall also be responsible for:
Following eHealth Technologies' information privacy and security policies, procedures, standard operating procedures, appendices, attachments, etc.
Accessing, using, and disclosing only the minimum necessary covered information that is needed for job responsibilities, or otherwise allowed by law.
Safeguarding the confidentiality, integrity, and availability of covered information at all times, whether or not on duty.
Knowledge and Skill Requirements:
High School Diploma or GED required; Associates Degree in relevant field of study referred.
Minimum of three (3) years relevant work experience required, Five (5) or more years of related experience preferred.
Proficient with Microsoft Office applications and other related business computer software.
Ability to work independently.
Ability to retain intimate understanding of eHealth Technologies business.
Well-developed presentation skills.
Excellent attention to detail and organizational skills.
Ability to interact and cooperate with all employees.
Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity.
Exercises good judgment and utilizes creative problem-solving skills.
Ability to complete tasks accurately and within strict time constraints.
Ability to simultaneously manage several projects.
Key Relationships :
Directly supervised by the VP of Customer Success Management, working in conjunction with the Executive Director of Clinical Optimization, Operations Management, Enterprise Sales VP, and Finance.
Interacts regularly with eHealth Technologies staff, customers, vendors, and community members.
Essential Functions :
Extended periods of time typing, data entry, sitting, reading, writing.
Lifting up to 20 lbs.
This position will require travel to customer sites.
Willingness to occasionally work a flexible schedule.
Availability during regular business hours, evenings and/or weekends on occasion as needed to provide support and assistance to the CSO and VPM.
Mental Requirements include:
General, Visual, and Numerical Intelligence.
Analytical skills.
As eHealth Technologies' workforce is currently teleworking remotely from home, it is a requirement of the position that employees have the following minimum requirements available in their home internet network, including a router that:
Must achieve minimum speeds of 100MBPS for download and 10MBPS for upload, or any other higher speed required for the work to be produced contingent upon your role.
Availability of at least two (2) Ethernet connections in the router to the internet source is required (for your PC and phone).
Workstation should be plugged directly into the router as a hardwire connection to high-speed internet is critical to maintaining approved speeds for optimal functioning of various operational hardware, software and tools, as required for work performance; an appropriate Wi-Fi connection may satisfy this connection to high speed internet.
Router should be updated regularly with latest firmware, or ultimately replaced if router speeds are not within the minimum specifications above.
Success Metrics :
1.
100% client retention and contract renewal2.
Net promoter score of +50 or higher, with a response rate of 40%3.
Delivery of projected annual revenue4.
Meet growth quota through feature enhancements and volume expansioneHealth Global Technologies, Inc is an Equal Opportunity EmployerSalary Description $75,000 - $120,000 Recommended Skills Analytical Attention To Detail Business Informatics Clinical Works Confidentiality Coordinating Estimated Salary: $20 to $28 per hour based on qualifications.
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