Client Success

Client Success Manager

Nashville, TN

ProviderTrust empowers a safer, smarter healthcare for patients, providers, and payors. Based in Nashville, Tennessee since our launch in 2010, we create powerful solutions to solve complex problems to make healthcare data meaningful and actionable. Our mission is to create a safer healthcare for everyone.

We partner with HR, Compliance, and Provider Operations teams to monitor healthcare populations to identify license, credential, compliance, and payment eligibility issues before they impact patients. We monitor employees, vendors, provider networks, licenses, credentials and more for OIG and state Medicaid exclusions, sanctions or disciplinary actions, license expirations or suspensions and more, continuously verifying everything at the primary source.

Our solutions combine an intuitive user experience with advanced data matching algorithms and seamless integrations to continuously identify and verify compliance issues in the optimal workflow, such as an HRIS or claims processing system.

We are seeking an experienced Client Success Manager responsible for promoting the relationships with ProviderTrust’s most strategic customers, ensuring retention and loyalty through meaningful engagement with key account decision makers. A strong Client Success Manager will possess demonstrated knowledge of the healthcare industry, and a proven ability to excel in balancing customer needs with company business objectives. This role requires a strong mindset that is customer-focused, process-driven, and compelled to discover opportunities to coach clients on how to extract maximum value from their ProviderTrust products.

Requirements

3-5 years in sales oriented, account management, professional services or operations position within the healthcare industry
Education: BA/BS, Master’s degree in business, healthcare administration or other healthcare-related field preferred
Proven success nurturing existing customer relationships, supporting selling into the base, and discovering upsell opportunities

What You Bring to the Table

Demonstrated understanding of health-systems, compliance workflows, and clinic and hospital operations
Expertise working with healthcare-related data and technology; hands-on experience managing SaaS accounts a plus
Deep understanding of Salesforce CRM and disciplined record keeping concerning client engagement
An ability to manage ambiguity and operate effectively, even when things are not defined or the way forward is not certain –make sound decisions, even in the absence of complete information
Familiarity with Client Success Management methodology
An innate desire to be accountable to measured outcomes
Ability to work in a team-based, collaborative environment
Proactive, positive, self-starter with a passion for continually improving the processes around you
Strong commitment to ensuring client business objectives are achieved
Proven track record of working in a client-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction
Excellent presentation and meeting facilitation skills
Possesses a strategic mindset –able to focus on the bigger picture and not get mired in the day-to-day details
World class problem-solving, critical thinking, communication, and relationship-building skills
Willingness to travel up to 20% including local, regional, and national

Duties and Responsibilities

Grow and engage in meaningful client relationships with our most strategic clients
Ensure new client organizations are supported throughout their product adoption, experiencing early positive anecdotes
Prioritize and advocate for customer needs, elevating issues that will have the most impact on customer satisfaction, retention and growth
Serve as the Voice-of-the-Customer driving ProviderTrust products and services to innovation that meets market demands
Work closely and collaboratively with other internal teams to provide the basis for solid client relationships
Support Business Development initiatives through uncovering new sales opportunities, and creating account plans for existing clients primed for growth
Analyze customer monitoring data and develop recommendations based upon data insights and trends
Establish leadership governance through KPI tracking, account mapping, success planning, and recurring business reviews
Plan and prioritize work to meet objectives aligned with organizational goals
Adapt approach and demeanor to match the shifting demands of different situations
Develop and deliver communications that convey a clear understanding of the unique needs and emerging best practices of different audiences and health segments

What It’s Like To Work Here

To be great at ProviderTrust, we find our team members have these things in common:

Gain energy from working in a fast-paced, creative environment
Decision making that employs a blend of data-driven insights and intuition
Ability to multitask and handle multiple projects concurrently
Resilience and positivity, able to address setbacks and bounce back quickly
Resourcefulness, discovering creative ways to get things done
Joy in making an immediate and positive impact
Diverse interests that are welcomed and extend beyond our organization

Things That Make Us A Great Place To Work

Competitive base salary and incentive package
401k with employer match
Stock option program
Excellent medical and dental benefits, disability and life insurance
Unlimited PTO (yes, really – we’ll talk about how it works)
Growth! Lots of new people, new talent, and new opportunities for our team
A stocked kitchen and wellness meal plan
Ergonomic desk setup and open workspaces
Lots of celebrations! Events, happy hours, and more
Dog-friendly – WOOF!
Voted one of the Best Places to Work by the Nashville Business Journal (2015 – 2019)
Inc. 5000 list of the fastest-growing private firms in the U.S. (2016-2019)