Client Success Advisor
3 weeks ago
Bring your best and truest self. We celebrate what makes us different and what brings us all together. At Greenway Health, we are committed to an inclusive environment and a culture of belonging as we pursue our purpose of healthier communities, successful providers, and empowered patients. We are united in our goal to build the future of healthcare technology. Join us.
The Customer Success Advisor's main goal is to drive success for our clients and customers. This role owns the customer relationship and retention of our customers and clients. Additionally, this role partners with sales and helps own the customer relationship and retention of our customers and clients.
- Define and track short- and long-term goals in partnership with customer
- Account plans created/maintained with scorecard (demonstrating success)
- Proactive outreach, bi-weekly or weekly outreach based on established department protocols
- Quarterly or semi-annual business reviews based on established department protocols
- Develop and build deep relationships across multiple client stakeholders
- Understand overarching risk and manage retention efforts
- Ensure thorough documentation of customer activities
- Drive customer adoption of newly introduced and implemented software and services
- Obtain product feedback and share with product team
- Own and ensure the necessary customer communications
- Regularly share Greenway Strategic and product vision
- Manage Executive Sponsor program
- Generate sales leads and provide renewal leadership
- Champion customer success on regulatory program awareness and advocacy
- Ensure hardware, software, and version adoption to supported and/or n-1 version where appropriate
- Prevent escalations but when they occur, own the oversight and coordinate resolution
- Leverage survey feedback and follow-up/action plan to improve sentiment
- Work closely with the Revenue Cycle Team to ensure GRS success
- Acts as quarterback and voice of client for all concerns and issues to resolution
- Accountable for Key Performance Indicators (KPIs) for assigned clients
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