Customer Success Manager IV - Provider at GHX

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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
    • C#Languages
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • HadoopFrameworks
    • SpringFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases

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’s the vibe like in the office?

The vibe in our office is supportive, collaborative, and challenging. I can count on my team to celebrate my success and help me learn when I fail. We push each other to do our best every day.

Tracie

Customer Success Manager – Center of Excellence

How do you collaborate with other teams in the company?

What works for me is bringing organic chai in from time to time for what's now known as "Tea Thursdays." I start brewing Masala chai early in the morning and prepare mugs, almond milk, and sweetener. Collaboration is my cup of tea!

Octavian

Technical Process Analyst II

How does the company support your career growth?

At GHX, your career is what you make it. My team frequently conducts skip-level meetings where we have open dialogue around career aspirations, projects we want to execute on, and any roadblocks we’re hitting. I’ve always felt empowered to grow here at GHX.

Brittany

Manager, Financial Planning & Analysis

What are GHX Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Our employees receive 8 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Promote from within
Continuing Education stipend
We offer $3500 annualy for continuing education.
Time allotted for learning
Online course subscriptions available
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