Client Success Manager

Healthcare’s helping hand.
CHG shook things up in 1979 by inventing the locum tenens staffing model. We connect doctors with patients who need their care. As the largest physician staffing firm in America, our providers treat millions of patients each year.
Our industry is growing and demand is high. This means you’ll have plenty of opportunities to grow and develop in your career. Keeping healthcare healthy can be as fun as it is rewarding

The Customer Success Manager is responsible for onboarding CHG technology clients, training key users on new features & enhancements and ensuring adoption of CHG technology by key users. Critical to this role is building trusting relationships with the Account Management Team within Enterprise Client Solutions (ECS) & CHG technology clients in a way that results in the Client Success Manager demonstrating the value of CHG technology to the key users. The Client Success Manager will also collaborate internally with teams such as product, app support, delivery, implementation, and others to effectively resolve and enhance the experience for all users. The Customer Success Manager supports the Director of Client Success to ensure user adoption of CHG technology and identifies opportunities for CHG technology success 

Responsibilities:

• User Technology Adoption and Relationship Development
  • Partner with Account Management team to increase utilization of CHG technology with & for clients
  • Create internal and external adoption of CHG technology demonstrating the technologies value 
  • Develop relationships and support Account Management to increase positive experience for all clients  
  • Provide consultative approach internally regarding future client integration opportunities 
  • Ability to conduct feedback sessions internally & externally to obtain insights, feedback and recommendations for CHG technology 
  • Manage customer relationships and escalations, including high severity requests, with a focus on solving business problems and creating value through CHG technology 

• Collaboration
  • Partner with the Director of Client Success to drive adoption of CHG technology throughout CHG 
  • Partner with internal stakeholders to ensure new users are integrated seamlessly and timely into technology.  
  • Maintain regular & timely communication of CHG technology to ECS  

• CHG Technology Effectiveness
  • Partner with Director of Client Success on CHG technology on feature enhancement, prioritization and new thinking that enables continuous development and improvement
  • Has deep understanding of CHG customer technology to maximize success 
  • ECS liaison with CHG technology Change Management team to ensure features are being prepared to integrate successfully into CHG and the primary point of accountability for ECS with delivery 
  • Primary point of escalation for CHG technology on any performance issue(s) and resolves issue in a timely & effectively manner  
  • Promote new thinking and contribute to product planning, providing a point of view for customers and ECS 
  • Continuous and proactive engagement with internal stakeholders ensuring any business risks are identified as early as possible and devise action plans to prevent and/or overcome 
  • Inspire confidence and drive utilization of CHG technology through a variety of mediums.  
  • Contribute to strategy sessions to ensure the customer is successful in their adoption of CHG technology 
  • Clearly understands and communicates value proposition of CHG technology and promotes it internally and externally.  

• Training
  • Partner internally to develop and maintain training an ongoing education series for CHG Connect users to drive adoption and utilization. Including, but not limited to internal and external education.
  • The primary POC to maintain the ECS technology training library
  • Identify opportunities to enhance CHG technology training
  • Provide customer education on how to use CHG technology to solve business challenges
  • Increase feature adoption of CHG technology by positioning new features to enhance current and new features
• Analytics
  • Prioritizes complex CHG technology challenges where analysis of situations or data requires an in-depth evaluation of contributing factors
  • Monitor and send out regular analytics to ECS and key stakeholder
  • Analyze data for opportunities to enhance CHG technology adoption internally & externally utilization

• Technology Subject Matter Expert
  • Maintain a deep knowledge about CHG technology
  • Understand and commit fully to the vision and future of technology
  • Promote the adoption of technology through an expert knowledge of how the technology can drive business and improve efficiencies
  • Provides solutions to a diverse range of moderately complex problems

• Daily Business Acumen
  • Track and report internal and external utilization of CHG technology 
  • Demonstrate service excellence
  • Exceptionally organized at managing priorities for responsibilities and goals and able to communicate professionally and effectively
  • Represent the organization internally in a variety of professional settings to promote the value of CHG technology
  • Clarify and resolve problems while maintaining strong internal relationships
  • Generate and facilitate calls and meetings
  • Go above and beyond to understand user needs and then exceed their expectations
  • Drive effective communication with all sales and business partners to ensure maximum deliverability, grow market share to exceed sales goals
  • Hold yourself accountable for meeting commitments and seeing results
  • Contribute to a positive culture that fosters continuous process improvement and provide insight with best practices
  • Be an example of someone who lives the CHG Core Values at all times

Qualifications:

• General understanding of technical requirements needed to implement and scale utilization of technology
• Comfortable managing ambiguity and highly solutions oriented
• Strong relationship building skills
• Creativity is key in developing new processes, solving problems, and ensuring accountability
• Ability to manage multiple projects and process changes as priorities shift
• Exceptionally detail oriented
• Highly skilled in organization and tracking toward goals and initiatives
• Passion for bringing technology and innovation to customers
• Highly effective communication skills met with enthusiasm, strength and transparency while instilling accountability, comradery and celebrating wins
• Ability to solve problems independently and work with colleagues across the company at a variety of levels and functions
• Positive attitude, approachable and ability to assume positive intent

Education & Years of Experience:

• Bachelor’s Degree
• 2+ years’ experience with B2B account management or client success management
• Project Management experience
• Technology integration, management, utilization experience
• Microsoft office suite

Preferred:

• Experience working at a corporate level with frequent communication between various verticals within the organization
• Experience in the Healthcare industry and/or SAS Technology
• Knowledge of CHG products, functions, marketing and/or service policies and procedures

In return we offer:
• 401(k) retirement plan with company match

• Traditional healthcare benefits such as medical and dental coverage, and some unique benefits like onsite health centers, corporate wellness programs, and free behavioral health appointments.
• Flexible work schedules - including work-from-home options available
• Recognition programs with rewards including trips, cash, and paid time off
• Family-friendly benefits including paid parental leave, fertility coverage, adoption assistance, and marriage counseling
• Tailored training resources including free LinkedIn learning courses
• Volunteer time off and employee-driven matching grants
• Tuition reimbursement programs
Click here to learn more about our company and culture.

CHG Healthcare values a diverse and inclusive workforce. Interested in this role but not a perfect fit? Apply anyway.

We welcome applicants of any race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status and individuals with disabilities as an Affirmative Action/Equal Opportunity Employer. We are an at-will employer.

What makes CHG Different?