[Remote] Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Medisolv, Inc. is a national leader in healthcare quality data management solutions for hospitals and providers. The Customer Success Manager will act as a strategic partner for healthcare organizations, ensuring client value and satisfaction while guiding them through quality measure reporting using Medisolv’s SaaS solutions.
Responsibilities
- Build and maintain strong relationships with stakeholders at all organizational levels, from Executives to Quality Managers, ensuring full utilization of Medisolv’s solutions
- Leverage commercial expertise to identify and pursue opportunities for partnership expansion through renewals, cross-selling, and upselling, always aligning efforts with each organization’s objectives
- Safeguard data accuracy and integrity within Medisolv applications, enabling clients to enhance care quality and meet federal regulatory requirements
- Combine expertise with proactive relationship management to help healthcare organizations achieve compliance and improve patient outcomes using Medisolv’s solutions
- Demonstrate a strong understanding of quality measures and communicate effectively about them across all organizational levels
- Troubleshoot issues efficiently, take the initiative, ensure excellent service, think creatively, and thrive in a dynamic environment where every day brings new challenges
- Collaborate with internal teams to address data accuracy and integrity, using expertise to educate stakeholders and improve service delivery
- Strengthen strategic account engagement by identifying opportunities for cross-selling, upselling, and renewals to drive customer satisfaction and retention
- Monitor account health and represent client interests within Medisolv, providing actionable feedback and working cross-functionally to enhance products and services for long-term client success
- Build and maintain trusted relationships with executive stakeholders by understanding their goals, workflows, and challenges
- Proactively engage clients through structured meetings and business reviews, guiding them through Medisolv’s solutions and ensuring they are informed about relevant quality measures
- Complete product training
- Build relationships with assigned clients, introducing yourself as their new primary contact to establish trust
- Review customer account history, current challenges to inform an engagement strategy
- Learn Customer Success processes and systems for engaging with customers
- Conduct initial customer QBRs and regular engagements, focusing on their satisfaction, key challenges and goals
- Identify and address any immediate issues with data accuracy and application performance
- Begin exploring any potential cross sell opportunities within your assigned accounts
- Develop and execute on customer strategies to expand relationships and deepen engagements
- Own the renewal process for allocated customers
- Drive customer success by proactively tracking and improving customer health to unlock referenceable customers and unlock opportunities
- Establish yourself as allocated customers Trusted Partern, leading to strong retention and renewal rates
- Drive account growth through cross-sell and upsell efforts
- Build customer success stories and best practices – sharing with marketing and sales
Skills
- Demonstrated knowledge of quality data and measurement standards is required
- Build and maintain strong relationships with stakeholders at all organizational levels, from Executives to Quality Managers, ensuring full utilization of Medisolv's solutions
- Leverage commercial expertise to identify and pursue opportunities for partnership expansion through renewals, cross-selling, and upselling, always aligning efforts with each organization's objectives
- Safeguard data accuracy and integrity within Medisolv applications, enabling clients to enhance care quality and meet federal regulatory requirements
- Combine expertise with proactive relationship management to help healthcare organizations achieve compliance and improve patient outcomes using Medisolv's solutions
- Demonstrate a strong understanding of quality measures and communicate effectively about them across all organizational levels
- Troubleshoot issues efficiently, take the initiative, ensure excellent service, think creatively, and thrive in a dynamic environment where every day brings new challenges
- Collaborate with internal teams to address data accuracy and integrity, using expertise to educate stakeholders and improve service delivery
- Strengthen strategic account engagement by identifying opportunities for cross-selling, upselling, and renewals to drive customer satisfaction and retention
- Monitor account health and represent client interests within Medisolv, providing actionable feedback and working cross-functionally to enhance products and services for long-term client success
- Build and maintain trusted relationships with executive stakeholders by understanding their goals, workflows, and challenges
- Proactively engage clients through structured meetings and business reviews, guiding them through Medisolv's solutions and ensuring they are informed about relevant quality measures
- Action-oriented team player who finishes what they start
- Collaborative and empathetic, eager to build relationships across teams
- Flexible and adaptable in a fast-changing environment
- Growth mindset with resilience and curiosity
Company Overview