Customer Success Manager III

Summary

Join GHX's Customer Success team as a Customer Success Manager III and lead the development and execution of customer account plans. You will drive increased utilization of GHX solutions, serve as an industry expert, and continuously improve customer satisfaction. Responsibilities include creating account plans, identifying upsell opportunities, mitigating customer risks, and educating customers on best practices. The ideal candidate is an exceptional communicator and problem-solver with experience in customer success and the healthcare industry. This role requires a minimum of 2 years of experience at GHX or 4 years in a related field, a bachelor's degree, and a willingness to travel. GHX offers a competitive salary and benefits package, including health insurance, retirement benefits, and paid time off.

Requirements

• Minimum of 2 years working in Customer Success role at GHX or
• Minimum of 4 years working in a SaaS Customer Success, Consulting, Sales, Solution Specialist, or equivalent role within the healthcare or healthcare adjacent field
• Bachelor’s degree in business or a related discipline or a combination of education and related experience
• Experience working with and influencing customers and leadership teams
• Experience working in healthcare Supply Chain and/or for a healthcare provider or supplier; demonstrated success in building and managing strategic client relationships
• Proven ability to drive elevated customer experience and deliver superior customer satisfaction in a complex environment
• Willing to work remotely from home office and travel up to 50%

Responsibilities

• Knowledge of GHX product suite, effectively collaborate with appropriate internal teams to stay up to date with product functionality, feature roadmap and best practices on delivering value to customers utilizing products
• Create referenceable customers. Actively document value creation, customer success stories and commitment from customers to partner or lead industry facing events i.e. User Groups, Webinars, presentations
• Work directly with account team to focus on customer value and product growth utilization
• Owns the identification and documentation of upsell and cross-sell opportunities with customers
• Owns the identification and documentation of customer risk and risk mitigation strategies
• Creates and implements account plans to drive outcomes for GHX products. Leads customer partnership meetings including business reviews as appropriate to stay aligned with customer on value creation, goals development and achievement and overall satisfaction with GHX
• Partners with clients to documents and reach all client goals. This includes tactical, technical and strategic work, with regular milestone checkpoints
• Supports customer health by identifying potential risk or dissatisfaction and resolving both large and small risks
• Educates customers on best practices, helps customer implement, assists in customer training either personally or by identifying internal resources
• Partners with internal teams to ensure an exceptional customer experience and provides and organized approach to customer engagement
• Develops customer champions by establishing trusting relationships at all levels of the customer organization
• Represents the VOC to the product team, emphasizing and helping to prioritize changes to products that are most important to the client base
• Educate best practice internally and externally in a variety of settings; virtual, on-site, small groups and large groups
• Special projects as assigned for individual team

Preferred Qualifications

• Deep knowledge of and user capability with GHX solutions
• Experience in SaaS, materials management, purchasing, data integration, data management, GPO contracting, or Accounts Payable
• CMRP, PMP or similar certification

Benefits

• Health, vision, and dental insurance
• Accident and life insurance
• 401k matching
• Paid-time off
• Education reimbursement