Customer Success Manager IV

Summary

Join GHX as a Customer Success Manager IV and develop and execute customer-specific account plans to increase utilization of GHX solutions. You will be a master of industry, product, and process insight, adding value through business insights and best practice sharing. Continuously improve customer satisfaction and retention by understanding and documenting customer goals. Identify upsell opportunities and work cross-functionally within GHX and with clients. All accounts should become reference accounts. Assist the Manager, Customer Success with special projects and team direction. The ideal candidate is passionate about customer service and performance excellence, possessing strong communication, analytical, and problem-solving skills.

Requirements

• Proven ability to build trusted consultative relationships with clients at all levels of an organization
• Proven ability to identify opportunities within client organizations
• Proven ability to identify risk, create and execute mitigation plans to eliminate risks
• Excellent phone and onsite presence and strong written and verbal communication skills
• Analytical, detail oriented with strong project management skills
• Ability to manage large and varying workload effectively without support to overcome obstacles and meet deadlines
• Minimum 18 successful months in Customer Success Manager Role
• Strong knowledge of and user capability with all GHX products
• Minimum of 7 years in the Health Care field
• Experience working directly in healthcare supply chain, for a healthcare provider as a team lead
• Ability to manage special projects/assignments with limited direction
• Ability to assist Manager with team direction and questions
• Experience in one or more of the following applications; materials management, purchasing, data integration and/or data management, GPO Contracting, and Accounts Payable
• Customer facing interaction as needed and willingness to travel up to up to 50%
• Must be able to and be set-up for working from your own professional home office

Responsibilities

• Create and implement account plans to drive outcomes for GHX products. Including discovery of customer needs, objectives, goals, KPI’s, business drivers and organizational structure
• Partner with clients to document and reach all client goals. This includes tactical, technical and strategic work, with regular milestone checkpoints
• Support customer health by identifying potential risk or dissatisfaction and resolving both large and small risks
• Educate customers on best practices, help customer implement, assist in customer training either personally or by identifying internal resources
• Partner with sales to ensure a seamless customer experience and a team that speaks with one voice to the customers
• Partner with Service Delivery, Customer Support and Product Management to drive overall customer satisfaction
• Hunt for cross-sell opportunities
• Create deep relationships at all levels of the customer organization
• Present business reviews to customer, to track performance against goals, next steps, and future business and product changes
• Represent the VOC to the product team, emphasizing and helping to prioritize changes to products that are most important to the client base
• Identify and encourage reference within assigned customer base
• Demonstrate ability to apply creative solutions to broad array of customer issues
• Assist Manager with special projects and assignments
• Ability to contribute different thoughts, ideas and viewpoints that lead to greater innovation on projects and cross-functional collaborative efforts

Preferred Qualifications

• Self-motivation and a strong work ethic are essential to success
• Above average communication, analytic, problem solving, planning and coordination skills as well as the ability to develop and maintain strong business relationships and client trust

Benefits

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