Customer Success Manager III - Provider

| Greater Boulder Area | Hybrid
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Job Details

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.


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • C++Languages
    • JavaLanguages
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    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ASP.NETFrameworks
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    • Ruby on RailsFrameworks
    • TheanoFrameworks
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • JIRAManagement
    • SitecoreCMS
    • WordpressCMS
    • DocuSignCRM
    • SalesforceCRM
    • MarketoLead Gen
    • Microsoft TeamsCollaboration
    • SlackCollaboration
    • ZoomCollaboration
    • SmartsheetProject Management

Location

GHX is based in Louisville, CO and our office boasts a fitness center overlooking breathtaking Davidson Mesa open space and the Front Range Mountains!

An Insider's view of GHX

What are some social events your company does?

One of our goals at GHX is to weave Wellness, Philanthropy, Events, and Culture into the DNA of the employee experience. Some of our most notable social events are the Summer BBQ, Turkey Trot and Holiday Party. Our colleagues from around the country are also included in fun ways virtually, such as themed trivia happy hours and fitness challenges.

Rachel Stoops

HR Specialist

What projects are you most excited about?

Some of my favorite projects thus far have been revamping the onboarding process. I have the pleasure of welcoming new employees every Monday morning, which is very energizing. Throughout this I realized how much GHX cares about their employees and the new hire experience.

Cassie Asare

Onboarding Specialist

How has your career grown since starting at the company?

I started at GHX in 2001 as an admin assistant. Since then, I have worked as an HR Generalist, HRBP, Scrum Master, Project Manager, Program Manager, PMO Manager, Tech Business Operations Manager, before taking my current role as an M&A Program Manager. GHX has always been very supportive of me, providing so many opportunities to stretch myself.

Jennifer Hagaman

M&A Program Manager

What does your typical day look like?

I've loved my job at GHX since I started in 2003. I describe my job as coming to work and putting a puzzle together every day. Solving data problems for our customers, both internal and external, has been my honor, and it's always fun!

Charlie Brown

Manager, Business Intelligence

What are GHX Perks + Benefits

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Nationwide pet insurance benefit reimburses up to 70% of veterinary services and provides 24/7 access to veterinary services via the Vet Line.
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

GHX prioritizes our employees and their wellbeing through various offerings. GHX has a compensation philosophy that commits to equity and market competitive pay. Our workplace promotes flexibility to allow our employees to bring their whole self to work.

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