Customer Success Manager

Customer Success Manager
Remote Opportunity

Reveleer is a healthcare data and analytics company that uses Artificial Intelligence to give health plans across all business lines greater control over their Quality Improvement, Risk Adjustment, and Member Management programs. With one transformative solution, the Reveleer platform enables plans to independently execute and manage every aspect of enrollment, provider outreach and data retrieval, coding, abstraction, reporting, and submissions. Leveraging proprietary technology, robust data sets, and subject matter expertise, Reveleer provides complete record retrieval and review services so health plans can confidently plan and execute risk, quality, and member management programs to deliver more value and improved outcomes.

POSITION SUMMARY:  

As a Customer Support Manager, you will own a group of clients and play a key role in driving customer goals, business transformation, and revenue expansion by ensuring the engagement, success, and growth of Reveleer’s customers. The Customer Success Manager will ensure Reveleer customers successfully adopt the platform with a positive experience, driving growth for Reveleer through renewals and expansion.

ESSENTIAL FUNCTIONS:

• Responsible for developing a strategy for your client including relationship mapping, value outcomes, product adoption, customer experience, customer satisfaction and expansion.
• Assure the customer’s overall successful adoption of Reveleer platform technology and Reveleer’s timely fulfillment of related services throughout project lifecycle: onboarding to project close/billing.
• Be the one point of contact for the customer and coordinate and communicate cross functionally to resolve issues, relay feedback and expand opportunities.
• Monitor tickets and manage resolution through customer support and engineering groups. Do not manage or communicate on technical issues without technical support.
• Improve engagement approaches based on customer segmentation while leading a culture of continuous improvement.
• Provide strategic direction on revenue expansion in accounts, working closely with sales management to align strategies through cross sell and up sell opportunities through cross sell and up sell opportunities.
• Lead day to day management of multiple projects including, but not limited to, creating work plans, identifying, and resolving critical project issues, client meeting coordination, assisting in monitoring project progress through analytic reports and other administrative tasks.
• Monitor Client vital signs using data to identify potential growth opportunities or account risks.
• Conduct business reviews by demonstrating Reveleer performance through project outcome data, as well as packaging enhancements for areas needing improvement.
• Articulate changes to Reveleer’s technology product roadmap and support Clients through new feature/function adoption
• Act as the main POC, defining a success plan, ensuring mutually understood and agreed expectations and communicating issues clearly.
• Rally Reveleer’s internal teams and resources to drive our execution in-line with customer's business goals.
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
• Discover and understand early churn signals and drive process throughout the organization to reduce churn and increase customer advocacy.
• Ensure processes for escalating client issues happen with speed and urgency, orchestrating resources across the company as appropriate.
• Develop and foster executive level relationships within clients.
• Deliver quarterly partnership reviews.
• Participates in departmental and organizational meetings regularly.
• Follow the company’s code of conduct.
• Additional duties and responsibilities as assigned.

 KEY METRICS:

• Health score
• Retention
• NPS
• Referenceable
• Same store growth
• Platform Usage

CORE COMPETENCIES:

• Caring – Warm, sincere, calm, cool and collected energy and presence with the ability to develop relationships.
• Results Driven – Focus on achievement, motivated by results and outcomes, goal oriented.
• Analytical – Can look at data and determine any changes in trending or key performance indicators that could identify risk.
• Effectively Communicates – Speaks clearly, listens effectively, and responds well to questions; Writes clearly and informatively; Edits work for errors; Varies writing style to meet needs; Able to read and interpret information; Documents are accurate and delivered on time; Uses good judgement when communicating information.
• Problem Solver - Expertise managing client relationships and accounts for technically complex products and platforms with the ability to lead a resolution towards mutual success.
• Continuous Quality Improvement – Evaluates polices, programs, and services; Implements strategies for continuous quality improvement; Assesses the use of evaluation findings for improving policies, programs, and services; Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Customer Focus - Follows through; Courteous; Helps internal and external customers; Understands customer perspectives and needs; Assesses the effects of decisions on different customers and services; Facilitates collaborations among Kemberton teams and the customer; Develops and maintains partnerships that will increase customer satisfaction and decrease risk.
• Interpersonal Skills - Builds strong relationships; Flexible and open minded; Receptive to feedback; Motivates employees and peers for the purpose of achieving organizational goals.
• Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Adaptability – Adapts to changes in the work environment; Adjusts methods to best fit the situation; Able to deal with change, delays, or unexpected events. Can work with diverse groups of customers and internal stakeholders.
• Cultural Sensitivity – Models behaviors that reflect the culture of Reveleer; Awareness of the similarities and differences that exist between employees, teams, departments and customers to build more effective relationships.

QUALITFICATIONS – EDUCATION- CERTIFICATIONS – SPECIALIZED SKILLS:

WHAT YOU'LL RECEIVE: 

• Competitive Salary
• Medical, Dental and Vision benefits
• 401k with Employer Matching
• PTO Plan

Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.

Reveleer E-Verifies all new hires.

Reveleer is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status or genetic information, in compliance with applicable federal, state and local law.