Client Success Manager

Summary

Join HST Pathways as a Client Success Manager and play a vital role in ensuring client success and growth within our innovative healthcare software company. This remote position requires proactive outreach to clients, managing their relationships, and utilizing data to improve product utilization and minimize churn. You will serve as a point of contact, problem solver, and trusted advisor, collaborating with various departments to ensure client operational success. The ideal candidate possesses strong communication skills, experience in client success or healthcare billing, and proficiency in CRM software. We offer a comprehensive benefits package including health benefits, paid time off, parental leave, 401k matching, and a learning and development allowance.

Requirements

• Associate’s degree preferred
• Ability to communicate, present and influence at all levels of an organization, including Executive and C-level
• Proficient in CRM software including logging, tracking, and reporting upon client data
• Comfort with working under pressure in a fast-paced environment

Responsibilities

• Serve as a point-of-contact, advocate, problem solver, and trusted advisor for a defined set of clients, proactively improving client health and satisfaction
• Work professionally with all levels of clients' management teams including Center Administrators, Billing Office Managers, and both the clinical and billing staff
• Provide continuity in the timeline of client relationships through warm hand-off from the Client Services team, and gently ease clients into an operational flow conducive to success
• Initiate and execute a defined cadence of outreach to assigned clients that is reflective of the overall Client Success outreach communication and management plan
• Actively track the department’s and Growth Organization’s Objectives and Key Results (OKRs) and drive the meeting and exceeding of those goals and how their role directly impacts them
• Collaborate cross-functionally with other areas of the HST organization: Support, Training, Product, and Sales to identify areas of internal process improvement and drive feedback-based evaluation
• Utilize the CRM system to accurately log, track, and report information pertinent to a client’s overall presence and success within the HST portfolio
• Serve as an escalation resource for clients
• Process and manage any down sell or churn opportunities that come through

Preferred Qualifications

• Prior client success experience (1-2 years) preferred
• ASC billing and collections experience desired
• Working knowledge of surgery center and healthcare industry preferred
• General familiarity with cloud-based applications and technologies is a plus
• Ability to create, manage, and grow relationships with clients while having intuition and anticipation of customers’ needs and match with appropriate product and service

Benefits

• Remote work environment
• Health benefits paid for employee
• Flexible Paid Time Off Policy
• 11 company holidays per year
• Paid parental leave
• 401K with matching contributions
• Learning and development allowance