Customer Success Manager - Behavioral Health

Description

The Customer Success Manager (CSM) - Behavioral Health has the primary mission to make every customer experience meaningful, ensuring their overall success. 

The CSM is focused on customer loyalty and building long-term relationships. This means they will own the customer for the entire customer journey with NextStep Solutions. The CSM will develop, execute, and manage implementation and training, including needs assessment, timelines, resource assignment, and client relationships. The CSM must be able to collaborate with cross-functional teams regarding the implementation, training, support, risk management, and achievement of deadlines. The CSM will monitor the client progress report, conduct weekly meetings pre go-live, and continue ongoing success meetings post go-live. The ideal candidate proactively looks out for their customers and suggests new and innovative ways to keep them succeeding.

Essential Functions / Tasks / Duties / Responsibilities:

• Establishes and maintains client relationships
• Develops and manages project plans and checklists
• Leads client onboarding and training sessions
• Provides high-level product support and triage concerns properly
• Works in conjunction with Implementation Specialists, Implementation Developer, Support, and Product to ensure deadlines are met and milestones are achieved.
• Identifies issues that may impact the client’s success and makes recommendations as needed for additional training, development, and/or support deviations.
• Serves as the main point of contact for clients throughout their client journey, including onboarding
• Holds weekly meetings to implementation progress utilizing the Readiness Checklist and manages the Action Plan which logs issues, assignment, resolution, status and risk to project success 
• Establishes a strategic advisor relationship with clients by understanding their long term strategy and goals to continue meeting cadences after implementation
• Completes a rotation onto support and on-call schedule as scheduled by leadership 
• Provides customer status updates to leadership
• Reviews and updates CRM regularly for customer success visibility company-wide

Requirements

Competencies:

• Customer-focused engagement and service skills.
• Knowledge of project management and training principles and methodologies.
• Ability to provide basic guidance to clients on the use of NSS
  • Extensive knowledge of NSS, both Billing Engine and NSS is preferred.
• Medical industry product implementation/project management/training experience.
• Outstanding team building skills needed.
• Detail-oriented individual with a “can do” attitude and ability to juggle multiple tasks in a fast-paced environment.
• Ability to work effectively with others
• Attention to detail and the ability to maintain accurate records
• Polished phone presence and professional in-person demeanor
• Excellent written, verbal and interpersonal skills
• Ability to multi-task, prioritize and manage time effectively
• Thrive in a fast-paced, dynamic and innovative environment

Education / Professional Certifications or Licenses Required:

• Bachelor’s degree from an accredited school or university
• PMP or other project management certification is desirable. 

Experience Requirements: 

• 5 years of experience demonstrating client-focused experience
• 5 years prior experience in healthcare administration, Medical Office Management or related discipline. 
• Experience in a highly dynamic environment
• Experience in navigating challenging business matters.
• Preferred:
  • Medical and/or Mental Health [Substance Use Treatment] terminology knowledge
  • 3-5 years prior experience with EHR or other healthcare technology
  • General understanding of different types workflows in Adult and Children  Medical, Mental Health, and Substance Abuse treatment facilities (examples: Outpatient, Residential, IOP, Detox, Inpatient)

Supervisory responsibilities:

• None

Work Environment / Physical demands/ Travel Requirements:

• Computer and telephone required to perform duties
• Lifting requirements of no more than five pounds
• Travel to Client Sites as needed (not to exceed 25%)

Core Values

Office Practicum seeks to hire individuals who are able and willing to embrace our company’s performance based culture, as defined by our Core Values:

• We are Clinician First
• Pediatric Care is our Home
• We Deliver on our Commitments
• Our Success is Based on Results
• We Believe in the Power of Teams

We believe that consistently aligning our planning and execution with these core values will lead to long term success for both Office Practicum as well as the customers we serve.

Benefits:

Our team members enjoy a variety of benefits, including but not limited to:

• Medical, Prescription, Vision, and Dental Insurance
• Life Insurance
• 401(k) with company match
• Paid Time Off, Holidays, and Volunteer Hours
• Company Wellness Program
• Employee Assistance Program
• Short and Long Term Disability Insurance
• Pet Insurance
• Tuition Assistance Program
• Employee Recognition Program

Equal Employment Opportunity Statement: 

Our company is committed to equal employment opportunity.  We will not discriminate against employees or applicants for employment on any legally recognized basis [“protected class”] including, but not limited to: veteran status, uniform service member status, race, color, ancestry, pregnancy, childbirth and related medical conditions, national origin, non-job related handicap or disability, or the use of a guide or support animal, creed, religion, sex, sexual orientation, national origin, age [18 and over] - [40 or over], physical or mental disability, predisposing genetic characteristics, military status, marital status, protected action, concerted activity, or any other protected class under federal, state or local law.

Americans with Disabilities Act Statement: 

Our company is committed to providing equal employment opportunities to otherwise qualified individuals with disabilities, which may include providing reasonable accommodation where appropriate.  In general, it is your responsibility to notify your supervisor of the need for accommodation.  Upon doing so, your supervisor may ask you for your input or the type of accommodation you believe may be necessary or the functional limitations caused by your disability.  Also, when appropriate, we may need your permission to obtain additional information from your physician or other medical or rehabilitation professionals.