[Hiring] Customer Success Manager @FinThrive

About FinThrive

FinThrive is advancing the healthcare economy. We rethink revenue management to pave the way for a healthcare system that ensures every transaction and patient experience is addressed holistically. We’re making breakthroughs in technology—developing award-winning revenue management solutions that adapt with healthcare professionals, freeing providers and payers from complexity and inefficiency, so they can focus on doing their best work. Our end-to-end revenue management platform delivers a smarter, smoother revenue experience that increases revenue, reduces costs, expands cash collections, and ensures regulatory compliance across the entire revenue cycle continuum. We’ve delivered over $10 billion in net revenue and cash to more than 3,245 customers worldwide. When healthcare finance becomes effortless, the boundaries of what’s possible in healthcare expand. For more information on our new vision for healthcare revenue management, visit finthrive.com

Award-winning Culture of Customer-centricity and Reliability

At FinThrive we’re proud of our agile and committed culture, which has led to certification as a "Great Place to Work" since 2017. We’re honored to have been ranked #21 among the Best Workplaces in Healthcare for 2023, and we know that it's our collective dedication that makes FinThrive an exceptional place to work.

• Find balance with our remote-friendly organization

• Take time to recharge and pursue your passions

• Be part of a positive and supportive work environment

• Grow and excel your career with training and education

Our Perks and Benefits

FinThrive is committed to continually enhancing the employee experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits.

Impact you will make

The Customer Success Manager (CSM) is responsible for managing assigned Customers and supporting all aspects of Customer management activities. This role is accountable for Customer satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities. The CSM will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their customers.

What you will do

• Must be well-versed in the details of all levels and functions within the full scope of Revenue Cycle of US Healthcare.

• Maintain accurate and up-to-date customer records and documentation.
• Ensure all interactions are documented in the customer relationship management (CRM) system.

• Manage all renewals, maintain accurate listings of contract expiration dates, and handle notification requirements.
• Identify growth opportunities within assigned client base
• Secure and increase references, fostering a high response rate and positive KLAS and Net Promoter survey scores.Secure and increase references
• Ensure client satisfaction, to include owning communication of value realization, as well as by managing and setting customer expectations, through proactive outreach
• Serve as an internal escalation point for issues regarding a customer’s contract, invoices and account receivable.

• Adoption and utilization of resources provided to pro-actively monitor and manage customer outcomes and success to include:

• Gainsight
• Salesforce

• Identify risk to existing customer and Internally document risk mitigation plans for assigned accounts.
• Ability to play a key role in customer satisfaction and performance
• Accept responsibility/accountability for responding to all assigned customer issues and tasks. Takes full responsibility for the account in customer satisfaction, communication, and when needed, escalation
• Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback
• Identify opportunities for operational and process improvements related to the utilization and integration
• Conduct business reviews with quarterly or annual frequency depending on client and monthly pulse checks
• Open to work in 24X7 environment.
• Manage escalations from assigned customers.

What we would like to see

• Bachelor’s degree
• 5+ years of relevant work experience in Account Management or Customer Success.
• Experience using Gainsight
• Experience in healthcare industry
• Previous sales experience and leadership
• LMS Tools

FinThrive’s Core Values and Expectations

• Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive’s core values of courage, authenticity, respect, excellence, and service, operates effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seeks out continuous feedback and learning opportunities

• Support FinThrive’s Compliance Program by adhering to policies and procedures pertaining to HIPAA, FDCPA, FCRA, and other laws applicable to FinThrive’s business practices; this includes becoming familiar with FinThrive’s Code of Ethics, attending training as required, notifying management or FinThrive’s Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations.

Physical Demands

The physical demands and work environment characteristics described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is occasionally required to move around the work area; sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear
• Must occasionally lift and/or move up to 15 pounds
• Must be able to talk, listen and speak clearly on telephone or video calls
• Mental Demands: the employee must be able to follow directions, to get along with others, and handle stress
• Work environment: The noise level in the work environment is usually minimal
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards

About FinThrive
FinThrive is advancing the healthcare economy.
For the most recent information on FinThrive’s vision for healthcare revenue management visit finthrive.com/why-finthrive

Award-winning Culture of Customer-centricity and Reliability
At FinThrive we’re proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at https://finthrive.com/careers#culture

Our Perks and Benefits
FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits.

· Professional development opportunities

· Term life, Accidental & Medical Insurance

· Meal and Transport arrangements

FinThrive’s Core Values and Expectations

· Demonstrate integrity and ethics in day-to-day tasks and decision-making, adhere to FinThrive’s core values of being Customer-Centric, Agile, Reliable, and Engaged, operate effectively in the FinThrive environment and the environment of the workgroup, maintain a focus on self-development and seek out continuous feedback and learning opportunities

· Support FinThrive’s Compliance Program by adhering to policies and procedures about HIPAA, GLBA, FCRA, and other laws applicable to FinThrive’s business practices; this includes becoming familiar with FinThrive’s Code of Ethics, attending training as required, notifying management or FinThrive’s Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations.

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