Customer Success Manager III - Provider
Description
The ideal candidate has a passion for customer service and performance excellence. Self-motivation and a strong work ethic are essential to success. Additionally, the candidate must be an individual that has strong communication, analytical, problem-solving, planning and coordination skills as well as the ability to develop and maintain strong business relationships.
Principle duties and responsibilities:
- Creates and implements account plans to increase utilization for GHX products
- Executes assignments in support of account plans to drive tactical and technical customer commitments.
- Supports customer base by identifying and resolving issues efficiently
- Assists with building customer facing knowledge base for case deflection
- Partners with Service Delivery, Customer Support and Product Management to drive overall customer satisfaction
- Escalates opportunities to appropriate sales or service resources to improve customer experience
- Monitors support issues and opens tickets as appropriate to address quality concerns, to adhere to GHX customer stated SLA’s and to ensure responsiveness to customer issues
- Prepares reporting to align performance and identify best practices and performance improvement opportunities
- Facilities and participates with Enterprise Solution Executives (ESEs) with input into quarterly business reviews
- Identifies and encourages reference within assigned customer base.
Required Skills:
- Excellent phone presence and strong written and verbal communication skills
- Analytical, detail oriented with strong project management skills
- Effective time management skills and ability to overcome obstacles to meet deadlines
- Able to work effectively with cross functional teams and personnel at varying levels within GHX and customer organizations
- Proven ability to identify and solve customer problems and increase customer efficiency and value
- Proven effectiveness working in a collaborative environment
- Ability to manage multiple priorities with limited direction
Preferred Skills:
- Experience working directly or indirectly in healthcare supply chain, preferably for a Healthcare Provider (Hospital)
Required Qualifications:
- Ability to manage growth product, minimum 1 year in CSM II role
- Bachelor’s degree in Business or a related discipline or a combination of education and related experience
- Experience in one or more of the following applications; materials management, purchasing, data integration and/or data management
- Customer facing interaction as needed and willingness to travel up to 25%-50%
- Must be able to and be set-up for working from your own professional home office
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.
GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.