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 two plus years 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 50% +
- Must be able to and be set-up for working from your own professional home office
Disclaimer
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, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. GHX complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
GHX expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.