MDaudit · 1 day ago
Senior Customer Success Manager
United States
Full-time
Remote
Senior Level
7+ years expMDaudit is a company that maximizes revenue for healthcare organizations and is committed to diversity and career growth. They are seeking a Senior Customer Success Manager to develop and manage partnerships with complex customers, ensuring high levels of satisfaction and loyalty while collaborating with various internal teams.
Health CareManagement ConsultingSoftware
Responsibilities
Year over year improvement of customer satisfaction (NPS)
Advocate for the delivery of timely resolution for escalated customer issues/cases
Conduct proactive holistic reviews of customer accounts (QBR)
Provide regular customer updates to key Hayes stakeholders
Primary liaison between customers and Hayes internal teams
Collaborate with internal resources to ensure highest level of service and delivery
Effectively communicate product roadmap and engagement solutions to customers with passion and excitement
Establish and maintain strong relationships at a variety of levels within the customer organization including decision makers, influencers, executive leadership and end users
Manage annual churn value to be less than 3% in the book of business that is managed
Ongoing and pro-active customer communication
In conjunction with MDaudit Marketing and Sales teams, coordinate and manage events to ensure customer is kept current on product and service offerings
Educate MDaudit customers on new offerings and releases
Organically identify, qualify and close upsell opportunities. Meet or exceed assigned quota
Responsible for customer contract renewals
Proactively own and manage the customer relationship
In collaboration with the Director, Customer Success, develop and deliver internal trainings to the Customer Success and Customer Experience teams to advance knowledge and skillset(s)
Provide 'office hours' for one on one mentoring as needed/requested
Ensure compliance with contract conditions, and SLAs
Utilize Salesforce and other mission critical tools to communicate and document customer interactions and information
Qualification
Required
Exceptional interpersonal and customer engagement skills
High emotional quotient and patience in working with customers towards an optimal outcome
Proven ability to resolve problems independently
Strong organizational skills
Competent influencer of stakeholders
Experienced application of sound judgment in order to prioritize needs and tasks
Demonstrated verbal and written communication skills
Experience in concurrently managing multiple, complex projects with high quality results
Advanced ability to be flexible and respond positively in dynamic environments
Four-year college degree or equivalent related work experience
7+ years of customer success management work, including accountability of the overall relationship
5 years of experience in healthcare setting
Compliance; billing; auditing, coding, accounting (hospital or professional)
Oversight of information systems based projects
Business development experience
Strong leadership and mentoring skills
Executive level decision making and communication skills
Excellent knowledge and skill using Microsoft Office Suite
Experience with using Salesforce
Preferred
Compliance and revenue cycle coding/auditing experience highly preferred
Benefits
Medical, Dental & Vision Coverage & 401K (with company match)
Unlimited vacation policy
Peer Nominated Awards & Recognition
Company
MDaudit
MDaudit is an award-winning AI-enhanced continuous risk monitoring platform and trusted revenue integrity partner to healthcare organizations nationwide.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Nick Barnes
Chief Financial Officer
Graeme Hennessey
Chief Revenue Officer (CRO)
Company data provided by crunchbase