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Customer Success Manager

3 months ago

Richmond, Canada Change Healthcare Full time

Change Healthcare is a leading healthcare technology company with a mission to inspire a better healthcare system. We deliver innovative solutions to patients, hospitals, and insurance companies to improve clinical decision making, simplify financial processes, and enable better patient experiences to improve lives and support healthier communities.

Change Healthcare is a leading healthcare technology company with a mission to inspire a better healthcare system. We deliver innovative solutions to patients, hospitals, and insurance companies to improve clinical decision making, simplify financial processes, and enable better patient experiences to improve lives and support healthier communities.

**Work Location**:

- Fully Remote - Canada

**Position**:
**Core Responsibilities**:

- Accountable as a single point of contact and escalation to track cross-department, cross-process or cross-site issues and facilitate closure through coordination of appropriate resources (both internal/external).
- Assist customers to seek out opportunities to expand their usage and adoption of their EI Cloud solutions.
- Develop and execute regular Strategic Customer Success Plans in partnership with your assigned accounts.
- Drive Customer Engagement for all EI VOC programs. CSAT/NPS surveys, and Community User Groups.
- Develop relationships at all levels of a customer organization.
- Close the loop on all feedback received from the customer including product enhancement requests, outstanding issues, and strategic improvement initiatives.
- Track & monitor account status and identify areas of concern.

**Requirements**:

- Bachelor's Degree or equivalent combination of education and work experience.
- Minimum of 1-3 years in a technical support environment or project management
- Minimum 3-5 years of experience in customer account management or customer success
- Minimum 3-5 years of experience in a cloud-based radiology/cardiology environment if preferred but not a minimum or required
- Previous experience with Cloud-based Healthcare Solutions
- Proven track record in developing relationships & ensuring clinical, operational, and financial success of their cloud investment.

**Preferred Qualifications**:

- Exceptional organizational, presentation, and communication skills, both verbal and written.
- Effective escalation management skills.
- Excellent analytical capabilities to break down complex technical tasks into executable and measurable steps.
- Demonstrated ability to deal with change and excel in high-stress situations.
- You foster a consistent understanding of strategy, translate it into defined plans, and "stay the course" to implement it while anticipating and identifying where change or mitigation is needed.
- You introduce new ideas and processes which improve performance and productivity.

**Working Conditions/Physical Requirements**:

- General office demands

**Travel**:

- You will be required to travel 10% or less. Current State: We are all working virtually now.
- This is a remote/virtual position
- Territory: Nationwide
- Employees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement.

**Unique Benefits**:

- Flexible work environments
- Ready, Set, Grow Career Development Center & access to Change Healthcare University for continuous professional learning & development with more than 5,000 training assets
- Volunteer days, employee giving and matching gifts programs, community awards and dollars for doers, community partnerships
- Employee wellbeing programs and generous health plans
- Educational assistance programs
- US 401(k) or Group RRSP (Canada) savings plans with matching employer contributions
- Be sure to ask our Talent Advisors for more information on location specific benefits and paid time off policies
- Eligibility for some benefits may be limited or not available for part-time employees, be sure to speak with your Talent Advisor.

**Diversity and Inclusion**:

- At Change Healthcare, we include all. We celebrate diversity and inclusivity, respect each other and value our unique experiences. By being our authentic selves, we bring different perspectives into our work and relationships.

**#LI-remote**

Remote

**Diversity, Equity & Inclusion***:

- At Change Healthcare, we include all. We celebrate diversity and inclusivity, respect each other and value our unique experiences. By being our authentic selves, we bring different perspectives into our work and relationships.

**COVID Vaccination Requirements