Success Manager

POSITION SUMMARY

The Success Manager plays a pivotal role to assure a meaningful experience for our customers as they strive to solve big problems using HealthStream products and solutions. By proactively engaging with customers in purposeful dialogue, the Success Manager helps to ensure optimal adoption of solutions in alignment with the customers organizational goals.

ESSENTIAL DUTIES OR RESPONSIBILITIES

• Develops and maintains an ongoing consultative relationship with the customer through regular engagement with key stakeholders to review satisfaction and utilization of products/solutions, share best practices, determine progress to organizational goals, and identify ongoing customer needs.
• Solicits regular customer feedback and communicates responses accordingly to HealthStream internal stakeholders, including sales, product management, training, onboarding, and operations.
• Utilizes data to analyze product utilization and adoption
• Proactively intervenes where opportunities exist to improve utilization/adoption and ensure ongoing customer retention and growth
• Maintains Salesforce case documentation of customer engagement activities to ensure service continuity
• Collaborates with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customers
• Collaborates with product managers/owners of assigned solutions to ensure ongoing understanding of product design and metrics for customer success
• Collaborates with implementations teams to develop onboarding plans for assigned products
• Collaborates with sales and other Success Managers on account renewal strategy
• Provides advisory support in pre-sales discussions to articulate the role of the Success Manager in supporting the customer
• Collaborates with product, development, and content teams to develop customer facing materials for assigned products
• Utilizes the community to support customer self-service by maintaining up-to-date product guides and templates, advertising webinar topics, and encouraging and engaging in discussions with and between customers
• Collaborates with members of the HealthStream Community team to ensure customer resources on the community are effectively addressing their needs for self-service
• Leads strategies to increase assigned product adoption on both a one-to-many and one-to-one basis with our customers
• Identifies and nurtures referenceable accounts and assists to capture the customers success story and ROI
• Collaborates with onboarding teams to develop onboarding plans for assigned products

JOB SPECIFICATIONS:

1. KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

• Experienced professional with a minimum of a Bachelors degree in healthcare, business, or technical field
• Minimum 3 years in a customer service/sales or related role
• Experience in healthcare organization preferred
• Experience with HealthStream products from an administrator level is a plus
• Experience in a SaaS business desirable
• Experience with Salesforce is desirable

2. SKILLS REQUIRED:

• Proficiency in use of Microsoft Office Products
• Excellent verbal and written communication skills
• Understanding of data and its application to defining customer success
• Technical acumen to support development of an in-depth understanding of assigned products/solutions

3. ABILITIES REQUIRED:

• Function independently and use critical thinking to analyze and help resolve customer challenges with product utilization and adoption
• Seek guidance from more experienced team members when encountering new/challenging situations
• Effectively present information to management, customer groups, and HealthStream internal stakeholders
• Collaborate as part of a team to optimize solutions and a seamless delivery approach
• Interact and build relationships at various levels of customer organizations to identify their needs and work with them to find solutions that fit within their organizational strategy, culture, and constraints
• Utilize data to demonstrate customer performance to desired outcomes
• Coordinate activities across a number of customer accounts
• Adapt to changes in strategy or approach as needed in a fast paced, innovative environment
• Willingness to learn a variety of HealthStream platforms and products, and to commit to ongoing learning to maintain competence in assigned products/solutions
• Travel up to 20%, staying overnight as needed to meet customer and internal company needs.
• Seek guidance from more experienced team members when encountering new/challenging situation

Addendum 10.11.21

Success Manager Revenue Cycle, abaqis, Competency

Applies to Revenue Cycle, abaqis, and Competency Success Managers:

For Revenue Cycle Success Manager only:

KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

• Minimum 3 years in a customer service/sales or related role
• Revenue Cycle knowledge and experience preferred

For abaqis Success Manager only:

KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

• Minimum 3 years in a customer service/sales or related role
• Knowledge of and/or experience with abaqis and/or the long-term care survey process strongly preferred

For Competency Success Manager only:

KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

• Minimum 3 years in a customer service/sales or related role
• Nursing degree, RN, and/or clinical experience preferred