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.

• 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

• 4-year bachelor’s degree

• 3+ years of analyst/project management/account management experience in healthcare software or consulting environment

• Experience building and managing relationships, 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 a healthcare and revenue cycle operations

• Experience with root cause analysis, including the skill and experience to troubleshoot and investigate issues

• Ability to execute and prioritize a large number of tasks in 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 industry changes

• 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 75% of the time to client sites, corporate meetings, and conferences/seminars

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; making it happen; and joyful, optimistic & fun.

Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and…