Customer Success Manager IV - Provider

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Job Details

Description

 

The Customer Success Manager IV will be responsible for the development and successful execution of customer specific account plans. The CSM will own driving an increase overall utilization of GHX solutions and services with their customer. The CSM is a master of industry, product, and process insight and will add customer value through business insight and best practice sharing. The Customer Success Manager will continuously improve satisfaction levels and ensure customer retention. The CSM will understand and document with their customers monthly, quarterly, yearly and multi-year goals. The CSM will constantly look for ways to improve their clients’ business. The CSM own the identification of opportunities to upsell additional GHX products.

Principle duties and responsibilities:

·       Creates and implements account plans to drive outcomes for GHX products. Including discovery of customer needs, objectives, goals, KPI’s, business drivers and organizational structure.

·       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 sales to ensure a seamless customer experience and a team that speaks with one voice to the customers.

·       Partners with Service Delivery, Customer Support and Product Management to drive overall customer satisfaction.

·       Hunts for cross-sell opportunities.

·       Creates deep relationships at all levels of the customer organization.

·       Presents business reviews to customer, to track performance against goals, next steps, and future business and product changes.

·       Represents the VOC to the product team, emphasizing and helping to prioritize changes to products that are most important to the client base.

·       Identifies and encourages reference within assigned customer base.

·       Demonstrates ability to apply creative solutions to broad array of customer issues.

 

Required Skills:

·       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.

·       Able to work effectively with cross functional teams to drive the correct outcome for the customer in the desired time frames.

·       Proven ability to identify and solve customer problems and increase customer efficiency and value.

·       Work closely with sales organization to drive new revenue.

·       Strong interpersonal skills with a positive attitude and an ability to engage with customer’s business and technical staff.

  • Minimum 18 successful months in Customer Success Manager Role.

 

Required Qualifications:

·       Strong knowledge of and user capability with all GHX products.

·       Minimum of 5 years in the Health Care field.

·       Experience working directly in healthcare supply chain, for a healthcare provider.

·       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 50-70%.

·       Must be able to and be set-up for working from your own professional home office.

GHX: It’s the way you do business in healthcare

Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe — who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce – not shift – the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 800 people worldwide. Our corporate headquarters is in Europe, Louisville, Colorado, just outside of Denver, with additional offices in Europe, Atlanta, Georgia, Chicago, Illinois, and Omaha, Nebraska.

Disclaimer

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.

 


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
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ASP.NETFrameworks
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    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • TheanoFrameworks
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • JIRAManagement
    • SitecoreCMS
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    • 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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