[Hiring] Customer Success Manager @Tembo Health

Role Description

We’re looking for a Customer Success Manager to assist us with our growing clinical team.

• Manage relationships with key stakeholders:
  • Onboard facilities and coordinate care.
  • Monitor internal KPIs to ensure high satisfaction and low partner churn.
  • Serve as a liaison between partners and the Tembo team.
  • Provide clinical teams at partner facilities insight into operational improvements.
  • Correspond with executives at partner facilities regarding the impact of Tembo.
• Manage day-to-day clinical operations:
  • Coordinate and execute all non-clinical aspects of patient care.
  • Oversee patient registration, appointment note sharing, and claim follow-up.
• Develop tools that improve the work of all team members:
  • Leverage Google Suite and other tools to build materials that communicate Tembo's impact.
  • Design and implement workflows to enhance the experience of nursing home staff, patients, and clinicians.

Sample Work Plan:

• Within the first week: Own and manage day-to-day clinical operations including:
  • Patient registration
  • Clinician scheduling
• Within the first month: Manage key stakeholders by:
  • Onboarding facilities
  • Developing monthly facility reports
  • Identifying and monitoring key KPIs
• Within the first three months: Utilize problem-solving skills to:
  • Design and implement clinical workflows for new specialties
  • Identify inefficiencies in processes and implement improvements
• Within six months: Develop best-in-class procedures by:
  • Implementing high levels of automation
  • Serving as a subject matter expert with the Engineering team to build tools for clinical and account management teams

Salary: $70,000 to $90,000

Qualifications

• You have a service-first mentality.
• You strive to make things efficient.
• You love the challenge of figuring out something new.
• You’re not afraid to pick up the phone.
• You've worked in a customer success or similar role for 3 or more years.
• You're skilled at:
  • Excel
  • Data analysis
  • Problem solving
  • Operations

Requirements

• You've worked on large or growing teams (suggested but not required).
• Experience with enterprise-level contracts (suggested but not required).