Behavioral Health Customer Success Manager

, PA, United States

Description: The Customer Success Manager (CSM) - BH has the primary mission to make every customer experience meaningful, ensuring their overall success.

The CSM is focused on customer loyalty and building long-term relationships. This means they will own the customer for the entire customer journey with Nextstep. The CSM will develop, execute, and manage implementation and training, including needs assessment, timelines, resource assignment, and client relationships. The CSM must be able to collaborate with cross-functional teams regarding the implementation, training, support, risk management, and achievement of deadlines. The CSM will monitor the client progress report, conduct weekly meetings pre go-live, and continue ongoing success meetings post go-live. The ideal candidate proactively looks out for their customers’ and suggests new and innovative ways to keep them succeeding.

Essential Functions / Tasks / Duties / Responsibilities:

Establishes and maintains client relationships

Develops and manages project plans and checklists

Leads client onboarding and training sessions

Provides high-level product support and triage concerns properly

Works in conjunction with Implementation Specialists, Implementation Developer, Support, and Product to ensure deadlines are met and milestones are achieved.

Identifies issues that may impact the client’s success and makes recommendations as needed for additional training, development, and/or support deviations.

Serves as the main point of contact for clients throughout their client journey, including onboarding

Holds weekly meetings to implementation progress utilizing the Readiness Checklist and manages the Action Plan which logs issues, assignment, resolution, status and risk to project success

Establishes a strategic advisor relationship with clients by understanding their long term strategy and goals to continue meeting cadences after implementation

Completes a rotation onto support and on-call schedule as scheduled by leadership

Provides customer status updates to leadership

Reviews and updates CRM regularly for customer success visibility companywide

Requirements: Competencies:

Customer-focused engagement and service skills.

Knowledge of project management and training principles and methodologies.

Ability to provide basic guidance to clients on the use of NSS

Extensive knowledge of NSS, both Billing Engine and NSS is preferred.

Medical industry product implementation/project management/training experience.

Outstanding team building skills needed.

Detail-oriented individual with a “can do” attitude and ability to juggle multiple tasks in a fast-paced environment.

Ability to work effectively with others

Attention to detail and the ability to maintain accurate records

Polished phone presence and professional in-person demeanor

Excellent written, verbal and interpersonal skills

Ability to multi-task, prioritize and manage time effectively

Thrive in a fast-paced, dynamic and innovative environment

Education / Professional Certifications or Licenses Required:

Bachelor’s degree from an accredited school or university required

PMP or other project management certification is desirable

Experience Requirements:

5 years of experience demonstrating client-focused experience

5 years prior experience in healthcare administration, Medical Office Management or related discipline

Experience in a highly dynamic environment

Experience in navigating challenging business matters

Preferred:

Medical and/or Mental Health [Substance Abuse Treatment] terminology knowledge

3-5 years prior experience with EHR or other healthcare technology

General understanding of different types workflows in Adult and Children Medical, Mental Health, and Substance Abuse treatment facilities (examples: Outpatient, Residential, IOP, Detox, Inpatient)

Supervisory responsibilities :

None

Work Environment / Physical demands/ Travel Requirements :

Computer and telephone required to perform duties

Lifting requirements of no more than five pounds

Travel to Client Sites as needed (not to exceed 25%)

Equal Employment Opportunity Statement:

Our company is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [“protected class”] including, but not limited to: veteran status, uniform service member status, race, color, ancestry, pregnancy, childbirth and related medical conditions, national origin, non-job related handicap or disability, or the use of a guide or support animal, creed, religion, sex, sexual orientation, national origin, age [18 and over] - [40 or over], physical or mental disability, predisposing genetic characteristics, military status, marital status, protected action, concerted activity, or any other protected class under federal, state or local law. You may discuss equal employment opportunity related questions with your supervisor or any other member of management.

Americans with Disabilities Act Statement:

Our company is committed to providing equal employment opportunities to otherwise qualified individuals with disabilities, which may include providing reasonable accommodation where appropriate. In general, it is your responsibility to notify your supervisor of the need for accommodation. Upon doing so, your supervisor may ask you for your input or the type of accommodation you believe may be necessary or the functional limitations caused by your disability. Also, when appropriate, we may need your permission to obtain additional information from your physician or other medical or rehabilitation professionals.

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