Abacus Insights is a mission-driven, growth-stage technology company focused on transforming the healthcare payor industry, ultimately creating a more personalized patient experience, improving health outcomes, and lowering the overall cost of healthcare. Abacus Insights provides a flexible, efficient, and secure platform that organizes and exchanges healthcare data from various sources and formats, allowing our customers to uncover differentiated insights that address their clients' needs. Our employees know that they play an active role in keeping our customers' data safe and are responsible for ensuring that our comprehensive policies and practices are met.  

With our deep expertise in cloud-enabled technologies and extensive knowledge of the healthcare industry, we have built an innovative data integration and management platform that allows healthcare payors access to data that has been historically siloed and inaccessible. Through our platform, these health plans can ingest and manage all the information they need to transform their business by supporting analytical, operational, and financial needs.  

Since our founding in 2017, Abacus has built a highly successful SaaS business, raising more than $53 Million from industry-leading VC firms. We are solving problems of massive scale and complexity in an industry that is ready for disruption. We are experiencing explosive growth and would love for you to join us. 

About the Team/Role: 
Abacus Insights is looking for a Customer Success Manager (CSM) with 5+ years of experience working with healthcare data software, experience supporting payers, and strong project management skills.  The CSM will provide front line support by managing clients and coordinating deliverables. The ideal candidate will be organized, self-motivated, and able to complete complex tasks with little supervision. The CSM will be required to work with internal and external departments and be able to position company products and services to be highly competitive to address market and client needs.

You will:

• Develop strong customer relationships, resulting in referenceable customers.
• Evaluate and understand customer business needs.
• Manage client deliverables post go-live, collaborating with multiple departments internally and externally.
• Investigate technical data issues, understanding how the technical and business components work together.
• Own and manage all client support tickets, tracking to resolution.
• Facilitate all aspects of meetings with participants from users to executives.
• Using your hands-on experience and knowledge in healthcare claims, provider management, benefits, eligibility, and/or contract management to analyze business requests and develop business requirements and systemic solutions. 
• Analyze business requests and develop business requirements and systemic solutions.
• Conducting process analysis, process evaluation and implement process improvements.
• Analyze data/reports to validate quality of information, identify trends, highlight patterns, define inconsistencies and summarize/present findings and results.
• Any additional duties as determined by joint agreement between yourself and appropriate Abacus Insights management resources.

What we’re looking for:

• Bachelor’s degree in Health Care Administration, Computer Science, Business, or other equivalent
• Experience working in an operational capacity with data types including medical, pharmacy, eligibility, clinical, provider, lab, HRA, biometrics and financials.
• Hands-on experience with EDI transactions; understanding of file transfer protocols.
• Hands-on experience with Health Plan business and/or technical operations.
• Experience with Software Development Lifecycle (SDL) including use of tools such as Jira, Confluence, Zoho, and SmartSheet
• The capacity to build and manage working relationships with internal and external team members.
• Your ability to multi-task and react positively to frequent changes in priorities.
• Become a product subject matter expert (SME), train users to utilize the software and query data.
• The ability to communicate succinctly and clearly, both verbally and in writing, to technical and non-technical audiences at all levels.
• Ability to de-escalate client complaints.
• Experience with requirements gathering and documentation.
• The ability to positively impact process improvement and process management.
• A high level of project organization, attention to detail, and time management.
• Ability to travel up to 50% of the time.

Equal Opportunity Employer
As a mission-led technology company helping drive better healthcare outcomes, Abacus Insights believes that the best innovation and value we can bring to our customers comes from diverse ideas, thoughts, experiences, and perspectives. We are dedicated to building diverse teams and providing equal employment opportunities to all applicants. Abacus prohibits discrimination and harassment of any type regarding race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.