Customer Success Manager

Resupply Success Managers align with key stakeholders on top priority initiatives by providing ongoing insights, recommendations, and best practices to support their Resupply programs and goals. Utilizing deep knowledge of Brightree Resupply products and services in conjunction with broad expertise in the Resupply business, the Senior Resupply Success Manager uses independent judgement to assess complex business processes and develop prioritized recommendations that will improve customer efficiency, increase ROI and drive overall success of Resupply outcomes.
Let’s talk about Responsibilities

• Engage with customers’ executive leadership to align on business goals, improvement priorities and success strategies.
• Proactively monitor key performance and risk indicators for assigned accounts and manage escalations through creation and utilization of an action plan.
• Work autonomously to manage ongoing internal and external communication and projects across multiple customers simultaneously to ensure customer satisfaction and retention.
• Identify expansion and cross sell opportunities that align with customers’ short and long-term goals.
• Design, lead and document quarterly Resupply business reviews and monthly status meetings that add value to the customer.
• Independently identify risk and use sound judgement to properly escalate customer issues and barriers to continued success.
• Maintain extensive knowledge of Brightree Resupply products/services as well as industry and regulatory changes.
• Research, diagnose and resolve basic and complex customer questions or problems via Zoom, over the telephone or through electronic communication.
• Domestic travel less than 25% annually

Let’s talk about Qualifications and Experience

Required:

• Minimum of 5 years of related experience
• Preferred 4 years of experience in HME industry
• Four-year college degree in business, finance, communications or a relevant discipline; or equivalent experience to communicate effectively with corporate officials.
• Minimum 4 years of experience in business process improvement
• Minimum 2 years of experience using the Brightree Resupply business management solutions.
• Demonstrated success in partnering and maintaining ongoing relationships with executive leadership including ability to present and effectively communicate prioritized recommendations that will improve customer efficiency, increase ROI, and drive overall adoption of Brightree Resupply.
• Exceptional consultative and communication skills with a keen attention to detail while handling multiple priorities.
• Knowledge of software implementations, system workflows and industry best practices