Client Success Manager
ABOUT THIS POSITION
A Waystar Client Success Manager (CSM) must effectively deliver and advise on best practice workflow and provide proactive service that measurably simplify and unify our clients’ revenue cycle. WHAT YOU'LL DO
- Serve as an operational point-of-contact, advocate, problem solver, and trusted advisor for defined set of clients
- Partner with clients to proactively improve client health and satisfaction by monitoring key metrics (performance, level of adoption, satisfaction, etc.) and develop strong relationships to uncover expansion opportunities
- Effective demonstration of Waystar ’s value proposition with key influencers and decision makers to include but not limited to client’s Directors and Managers
- Establish a metrics framework based on Waystar best practice to measure, monitor, and communicate total value delivered through use of Waystar technology
- Work cross-functionally with Waystar Support, Solution Adoption, Sales, and others to achieve client participation in the Waystar reference and marketing programs, insure renewal, and annual booking plans
- Effective demonstration of Waystar ’s RCM technologies
- Identify and quantify product feedback (enhancements and areas for improvement) to assist in driving product strategy
- Lead and/or participate in status calls at a defined cadence (weekly to monthly) with all assigned clients
- Travel independently or as a team for on-site Executive business reviews to strengthen relationships, review key performance metrics, and identify opportunities to further align results
- Consistently identify opportunities to improve processes and conduct data analysis to identify root cause
- Provide ongoing training and development
- Manage daily activity within Salesforce CRM system
- Perform other duties and projects as assigned by Client Success leadership
WHAT YOU'LL NEED
- 4-year bachelor’sdegree
-
3+yearsofanalyst/project management/account management experiencein healthcare softwareorconsulting environment
-
Experience buildingand managingrelationships, including interacting with all levels of management (both internally and client-focused)
-
Project management experience (e.g.lead meetings, draft status reports, develop&manage project plans, track issues/risk logs, develop&monitor resource plans, etc.)
-
Understand the vocabulary used in ahealthcare andrevenue cycle operations
-
Experience withroot cause analysis, including the skill and experience to troubleshootandinvestigateissues
-
Ability to execute and prioritize a large number of tasksin a fast-paced environment
-
Ability to work independently and to participate in cross-functional teams
-
Possess process and change management skills
-
Subject matter expertise and dedication to remaining current with industrychanges
-
Outstanding communication(written and oral)and interpersonal skills
-
Proficient in Microsoft Office applications, specifically Excel,PowerPoint, and Word
-
Hands on experience with PM/HIS systems preferred (e.g. Epic, Cerner, etc.)
- Excellent phone and presentation skills
-
SQL experience/knowledge strongly preferred
-
Ability and willingness to travel up to 25% of the timeto client sites, corporate meetings, and conferences/seminars
ABOUT WAYSTAR
Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.
Waystar ’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; maki