Job Description
At GHX, the Customer Success team is focused on delivering customer value and satisfaction to drive operational excellence, sales, renewals, and upsells. The Customer Success Manager II will be responsible for leading the development and successful execution of customer specific account plans with a subset of GHXs customers. The CSM II will own driving an increase in overall utilization of GHX solutions and services within their customer base. As a CSM II you will serve as an industry expert and provide valuable product and process insights that will drive customer value and connect users with best practice.
The Customer Success Manager will continuously improve customer satisfaction levels and ensure customer retention and upsell readiness. As a CSM II you will be responsible for developing, documenting and executing customer goals, reviewing progress with customers through a consistent cadence. As a CSM you will continually look for ways to improve a customer’s operation. As a CSM you own the identification of opportunities to upsell additional GHX products. The CSM will work cross functionally within GHX to drive outcomes for the customer and cross functionally with their customers to provide value to users at all levels of a customer’s organization.
A successful candidate will be an exceptional communicator, creative problem-solver with a client-first mentality who is comfortable working in a fast-paced environment. They will share a passion for continual learning, value creation and education in service to driving product utilization and customer stratification.
Duties and responsibilities
Knowledge of GHX product suite, effectively collaborate with appropriate internal teams to stay up to date with product functionality, feature roadmap and best practices on delivering value to customers utilizing products.
Create referenceable customers. Actively document value creation, customer success stories and commitment from customers to partner or lead industry facing events i.e. User Groups, Webinars, presentations.
Owns the identification and documentation of upsell and cross-sell opportunities with customers
Owns the identification and documentation of customer risk and risk mitigation strategies.
Creates and implements account plans to drive outcomes for GHX products. Leads customer partnership meetings including business reviews as appropriate to stay aligned with customer on value creation, goals development and achievement and overall satisfaction with GHX.
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 internal teams to ensure an exceptional customer experience and provides and organized approach to customer engagement
Develops customer champions by establishing trusting relationships at all levels of the customer organization
Represents the VOC to the product team, emphasizing and helping to prioritize changes to products that are most important to the client base.
Educate best practice internally and externally in a variety of settings; virtual, on-site, small groups and large groups.
Qualifications:
Required:
Bachelor’s degree required, in technical, business management, healthcare or supply chain discipline preferred, or
2+ years prior in customer facing roles; customer success, account management, sales, and/or consulting
Clear and effective verbal and written communication and presentation skills
Proven ability to drive elevated customer experience and deliver superior customer satisfaction in a complex environment
Willing to work remotely from home office and travel up to 50%
Preferred
Experience working in healthcare Supply Chain and/or for a healthcare provider or supplier; demonstrated success in building and managing strategic client relationships
Deep knowledge of and user capability with GHX solutions
Experience in SaaS, materials management, purchasing, data integration, data management, GPO contracting, or Accounts Payable
Knowledge, Skills, and Abilities
Ability to manage special projects and assignments independently with limited direction
Proven ability to identify opportunities and risk within customer base and create plans to achieve growth or mitigate risks
Distinctive problem-solving skills; able to quickly identify underlying drivers of problems, develop hypotheses, and execute on a path to solve
Excellent written and oral communication skills; able to present analyses to varied audiences and tailor communication to the audience
Self-starter with curiosity and ability to work autonomously
Ability to collaborate across multiple teams while managing multiple projects
Operate as an empathetic team player, contributing to team objectives, displaying trust and mutual understanding, accepting feedback, and handling disagreement constructively
Detail-oriented and thorough
Strong customer service focus
Ability to manage large and varying workload effectively without support to overcome obstacles and meet deadlines.
Strong interpersonal skills with a positive attitude and an ability to engage with customer’s business and technical staff
The compensation for this role is: $67,000- $89,500
The base salary range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary based on various factors, such as the candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/
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 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.
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, 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.
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