You could say Brightree by ResMed is a technology company. And that's true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry. Brightree helps streamline processes, improve efficiency, and increase profitability. For over fifteen years, organizations big and small have put their trust in us-for our wide-ranging solutions, our leadership, and our unmatched customer service. Going to work each day and creating new ways to positively impact our customers' businesses and the lives of patients is just what we do. Because Brightree is, after all, about people.

To learn more about Brightree technology and solutions watch this short video by our CEO: https://www.brightree.com/whychoosebrightree

Let's talk about the team

Brightree Resupply has the leading set of software solutions for ongoing patient resupply in the durable medical equipment industry. Our dynamic team coupled with our cutting-edge technology solutions allow us to deliver world class service offerings and make the Brightree Resupply a suite of solutions unique in the marketplace.

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 the role

• 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.

Let's talk about you

• 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
• Broad soft skills including effective communication, active listening, conflict resolution, problem-solving, dependability and leadership skills.
• Proficient in MS Excel, MS Word, MS PowerPoint, and MS Outlook
• Ability to work in a fast-paced, collaborative environment with the ability to own areas of the customer life cycle with minimal supervision.

• 2+ years of experience in customer success or account management role with a focus on diagnosing, diffusing, and resolving customer escalations preferably with national, multi-product or large regional accounts.
• Highly organized with the ability to manage and drive change.
• Skilled in process analysis and improvement with demonstrated business benefits

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Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!