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)