Job details
Job type full-time
Full job description
You could say brightree by resmed is a technology companyAnd that’s trueBut brightree is, at its heart, about peopleWe develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industryBrightree helps streamline processes, improve efficiency, and increase profitabilityFor over fifteen years, organizations big and small have put their trust in us—for our wide-ranging solutions, our leadership, and our unmatched customer serviceGoing to work each day and creating new ways to positively impact our customers’ businesses and the lives of patients is just what we doBecause brightree is, after all, about peopleTo learn more about brightree technology and solutions watch this short video by our ceo: https://www.brightree.com/whychoosebrightree
The brightree customer success team is responsible for driving consistent customer value through adoption of brightree products and servicesCustomer success managers align with key stakeholders on top priority initiatives by providing ongoing insights, recommendations, and best practices to support their goalsUtilizing broad knowledge of brightree products and services in conjunction with wide-ranging experience of general hme operations, the customer success manager uses independent judgement to assess business processes and feature adoption to develop prioritized recommendations that will improve customer efficiency, increase roi, and drive overall adoption of brightree to reduce churnThe customer success manager proactively engages with the customer to identify challenges, recognize opportunities, and offer insights and solutions using company best practices.
Let’s talk about responsibilities
The primary objective of the customer success manager is to grow customer relationships and deliver exceptional service through customer business reviews, adoption initiatives, training/education programs, and problem resolution.
Engage with customers’ executive leadership to align on business goals, improvement priorities, and success strategies
Proactively monitor key performance and risk indicators for assigned accounts and manage escalations through creation and utilization of an action plan
Work autonomously to manage ongoing internal and external communication and projects across multiple customers simultaneously to ensure customer satisfaction and retention
Identify expansion and cross sell opportunities that align with customers’ short and long-term goals
Design, lead and document annual and quarterly business reviews that add value to the customer with minimal instruction
Independently identify risk and use sound judgement to properly escalate customer issues and barriers to continued success
Maintain wide-ranging knowledge of brightree hme and pharmacy products/services as well as industry and regulatory changes
Research, diagnose and resolve basic and complex customer questions or problems on site, over the telephone or through electronic communication
Facilitate working sessions with customers to understand and document business and technical requirements for improved functionality in the brightree system
Let’s talk about qualifications and experience
Required:
Minimum 2 years of experience in hme and/or home infusion operations management
Four-year college degree in business, finance, it or a relevant discipline; or solid finance and accounting skills to communicate effectively with corporate officials
Minimum 2 years of experience in business process improvement
Minimum 2 years of experience using the brightree business management solution
Ability to partner and maintain ongoing relationships with leadership including ability to present and effectively communicate prioritized recommendations that will improve customer efficiency, increase roi and drive overall adoption of brightree
Strong consultative and communication skills with a keen attention to detail while handling multiple priorities
Knowledge of software implementations, system workflows and industry best practices
Broad soft skills including effective communication, active listening, conflict resolution, problem-solving and dependability
Proficient in ms excel, ms word, ms powerpoint and ms outlook
Solid understanding of medical insurance billing and the reimbursement relationships between patients, providers, and insurance carriers.
20-30% domestic travel required
Preferred:
2+ years of experience in a customer success role with a focus on diagnosing, diffusing, and resolving customer escalations preferably with national, multi-product or large regional accounts
2+ years infusion pharmacy experience
Highly organized with the ability to manage and drive change
Skilled in process analysis and improvement with demonstrated business benefits
Proficient in gainsight
Distinguished by additional specialized knowledge in breadth and/or depth, as well as record of success in customer success
Viewed as an expert in the field
Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
Has expert level knowledge of company products and services and may be tasked with introducing new products.
#li-rd1 #li-remote joining us is more than saying “yes” to making the world a healthier placeIt’s discovering a career that’s challenging, supportive and inspiringWhere a culture driven by excellence helps you not only meet your goals, but also create new onesWe focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generatesIf this sounds like the workplace for you, apply now!
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