[Hiring] Customer Success Manager @ResMed

Role Description

The Resupply Success Manager utilizes broad knowledge of Brightree Resupply products and services to assess resupply business processes and feature adoption, developing prioritized recommendations that will improve customer efficiency, increase ROI, and drive overall success of resupply outcomes.

• Proactively engages with customers to identify challenges, recognize opportunities, and offer insights and solutions using company best practices.
• Acts as the first escalation point for high touch customer care, responding with urgency, clarity, competence, and swift fulfillment of all service requests.
• Takes ownership of client relationships for Brightree Resupply, ensuring timely communication and follow-up.
• Ensures achievement of quality and turnaround time service level agreements through proactive issue resolution and appropriate escalation path processes.
• Interfaces with appropriate team members and leadership to provide data-based processes and actions necessary for identification and escalation of unresolved customer issues.
• Monitors and reports customer satisfaction levels to ensure compliance with service level agreements and issue resolution.
• Creates and implements ongoing action plans to achieve objectives through proactive monitoring of the customer's financial results and operational processes.
• Analyzes key operational and performance data to identify trends and opportunities, providing expert advice, guidance, actionable tasks, and recommendations.
• Provides monthly resupply reviews using risk management analysis for complex Resupply business concerns.
• Performs a high volume of manual data entry/data clean-up within customer databases, documenting and communicating findings effectively.
• Designs and executes comprehensive client-specific optimization project/training plans for client end-users.
• Develops and maintains loyal client relationships through exceptional high-level constant and consistent communications.
• Maintains extensive knowledge of Brightree Connect and SNAP Resupply products/services as well as industry and regulatory changes.
• Identifies expansion and cross-sell opportunities that align with customers' short and long-term goals.
• Partners with internal Brightree Resupply managers and technical support to resolve contractual questions/adherence and service/system issues.
• Travels less than 25% annually.

Qualifications

• Minimum 2 years of experience in the Healthcare Industry.
• Minimum of 2 years’ experience in Customer Success.
• Demonstrated leadership competencies with experience as an exceptional relationship manager and collaborator.
• Bachelor’s degree or equivalent combination of Healthcare Industry education, training, and experience.
• Understanding of KPIs and how they impact revenue objectives.
• Ability to organize and prioritize multiple tasks, maintain records, and work independently.
• Strong project management skills, including managing customer expectations and driving project results.
• Intermediate level proficiency with Microsoft Office package, including Excel, Access, and PowerPoint.
• Strong oral and written communication skills.
• Ability to work in a remote environment.
• Self-directed and self-motivated in job-related tasks.
• Hands-on experience in an HME Resupply program.
• Knowledge of IVR hosted platform systems such as Voxeo, medSage, iAssist, Heathcall, HCS, CareTouch, Noble Systems, CBM Solutions.
• Familiarity with Software as a Service (SaaS) applications and performance criteria.

Company Description

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.