Company :HM Health Solutions
Job Description :
The Customer Success Manager is responsible for optimizing use and adoption of the HM Health Solutions (HMHS) platform, resulting in an exceptional customer experience and maximizing customer value for a large, multi-year, multi-million dollar platform customer. Incumbent will leverage analytics to baseline key customer health and performance metrics across the platform, identify performance gaps and opportunities, and partner with the customer to develop and execute on remediation plans. Engage with customers throughout their lifecycle processes and touchpoints, including process reviews, executive business reviews, readouts of diagnostics and action plans/roadmaps to drive value against their customers' evolving business objectives. Collaborate cross-functionally with key business partners within HMHS to advocate for the customer and ensure that the Voice of the Customer is ingrained in the HMHS platform and service strategies. Drive process improvement initiatives internally and for the customer. Focus on customer needs in the clinical (care management) and provider domains, support other domain areas as needed.
This position will require travel to the client site up to 25% a month, travel frequency may change based on client needs.
Monitor Customer Health Scorecard metrics across all platform customers and share Best Demonstrated Practices (BDPs) with customer. Identify performance trends and surface opportunities for improved platform outcomes to customer and HMHS leadership. Conduct process reviews to optimize performance in comparison to other plan performance, gain customer alignment on next actions with key customer contacts, oversee implementation of performance improvement initiatives, measure success and ROI and celebrate success with the customer.
Prepare for and present in customer and HMHS executive business reviews. Engage in strategy discussions and business reviews to review business health and ensure that customer business needs are supported.
Work with cross-functional partners to proactively monitor defects, break fix and routine maintenance and align adherence to SLOs and provide customer updates on service request performance.
Serve as escalation point of contact, communicate critical incidents and associated root cause and business impact to the customer.
Contribute to library of best demonstrated practices for customer use, assist in development of Customer Success Playbook by developing new standard process reviews and readouts to standardize and hardwire standard operating procedures for Customer Success organization, lead cross-functional and Customer Success team trainings for focus areas, and participate in cross-functional, cross-domain, and/or cross-customer stretch projects.
Other duties as assigned or requested.
Bachelor's Degree in Business Administration/Management, Health Administration, Finance, Information Systems or related field
6 years of relevant, progress experience in lieu of degree (Highmark experience preferred)
Master's Degree in Business Administration or Health Administration
3 years of Information Systems
3 years of IT Consulting
3 years of Consulting
3 years in the Health Insurance Industry
3 years in the Healthcare Industry
3 years in IS/IT
LICENSES OR CERTIFICATIONS
(Lean) Six Sigma Black Belt
Human Centered Design
Referral Bonus: Level 1
Language (other than English)
- 0% - 25%
PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS
Teaches / trains others regularly
Travel regularly from the office to various work sites or from site-to-site
Works primarily out-of-the office selling products/services (sales employees)
Physical work site required
Lifting: up to 10 pounds
Lifting: 10 to 25 pounds
Lifting: 25 to 50 pounds
Disclaimer : The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity ( http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf )
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.
For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org