Success Manager, Clinical

POSITION SUMMARY The Success Manager plays a pivotal role to assure a meaningful experience for our customers as they strive to solve big problems using Health Stream products and solutions. By proactively engaging with customers in purposeful dialogue, the Success Manager helps to ensure optimal adoption of solutions in alignment with the customers organizational goals.

ESSENTIAL DUTIES OR RESPONSIBILITIES Develops and maintains an ongoing consultative relationship with the customer through regular engagement with key stakeholders to review satisfaction and utilization of products/solutions, share best practices, determine progress to organizational goals, and identify ongoing customer needs.

Solicits regular customer feedback and communicates responses accordingly to Health Stream internal stakeholders, including sales, product management, training, onboarding, and operations.

Utilizes data to analyze product utilization and adoption

Proactively intervenes where opportunities exist to improve utilization/adoption and ensure ongoing customer retention and growth

Maintains Salesforce case documentation of customer engagement activities to ensure service continuity

Collaborates with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customers

Collaborates with product managers/owners of assigned solutions to ensure ongoing understanding of product design and metrics for customer success

Collaborates with implementations teams to develop onboarding plans for assigned products

Collaborates with sales and other Success Managers on account renewal strategy

Provides advisory support in pre-sales discussions to articulate the role of the Success Manager in supporting the customer

Collaborates with product, development, and content teams to develop customer facing materials for assigned products

Utilizes the community to support customer self-service by maintaining up-to-date product guides and templates, advertising webinar topics, and encouraging and engaging in discussions with and between customers

Collaborates with members of the Health Stream Community team to ensure customer resources on the community are effectively addressing their needs for self-service

Leads strategies to increase assigned product adoption on both a one-to-many and one-to-one basis with our customers

Identifies and nurtures referenceable accounts and assists to capture the customers success story and ROICollaborates with onboarding teams to develop onboarding plans for assigned productsJOB SPECIFICATIONS:
1. KNOWLEDGE/EDUCATION AND EXPERIENCE

REQUIRED:

Experienced professional with a minimum of a Bachelors degree in healthcare, business, or technical field

Minimum 3 years in a customer service/sales or related role Experience in healthcare organization preferred

Experience with Health Stream products from an administrator level is a plus Experience in a SaaS business desirable

Experience with Salesforce is desirable
2.

SKILLS REQUIRED:

Proficiency in use of Microsoft Office Products Excellent verbal and written communication skills

Understanding of data and its application to defining customer success

Technical acumen to support development of an in-depth understanding of assigned products/solutions
3. ABILITIES

REQUIRED:

Function independently and use critical thinking to analyze and help resolve customer challenges with product utilization and adoption

Seek guidance from more experienced team members when encountering new/challenging situations

Effectively present information to management, customer groups, and Health Stream internal stakeholders

Collaborate as part of a team to optimize solutions and a seamless delivery approach

Interact and build relationships at various levels of customer organizations to identify their needs and work with them to find solutions that fit within their organizational strategy, culture, and constraints

Utilize data to demonstrate customer performance to desired outcomes

Coordinate activities across a number of customer accounts

Adapt to changes in strategy or approach as needed in a fast paced, innovative environment

Willingness to learn a variety of Health Stream platforms and products, and to commit to ongoing learning to maintain competence in assigned products/solutions

Travel up to 20%, staying overnight as needed to meet customer and internal company needs.

Seek guidance from more experienced team members when encountering new/challenging…