Customer Success Manager

Role: Customer Success Manager
Team: Service Delivery
Location: US Remote
Status: Full Time
Travel: <10%, US

Practical Data Solutions (PDS) is seeking a Customer Success Manager to build relationships and engage with clients to ensure robust adoption of PDS solutions while driving client engagement, retention, and growth. This role requires a high level of communication with clients who work in healthcare finance and operations. A background in healthcare and knowledge of healthcare analytics is required.

The successful candidate demonstrates superb client communication, organization, and time management skills and can effectively handle a diverse client base. The successful candidate is friendly and outgoing, with an engaging personality that is naturally customer service oriented.

We will look to you to engage with clients and develop long-term business relationships remotely, and occasionally in person as needed. As a trusted advisor, you will initiate discovery sessions to gain insight into how clients use PDS data analytics tools and where training and upgrade opportunities exist. You will help craft PDS Client Success strategies and actively collaborate with our sales, marketing, and technical teams to create excellent customer experiences. You will be responsible for helping clients enhance their usage of PDS tools while encouraging customers to leverage PDS education programs, user conferences, and expand their scope of PDS engagements.

The successful candidate has in-depth healthcare business knowledge and experience with healthcare practice management, hospital operations, and patient scheduling. The job comes with a starting salary of $75-90K plus bonus, with generous benefits including health insurance, 401k, paid holidays, and PTO. The candidate may reside anywhere in the country and work from home with availability during standard business hours (East Coast). Some limited travel is required.

Duties & Responsibilities

• Builds relationships with clients through regular phone, video, and email communication (a limited amount of travel is required)
• Promotes client retention, growth, and overall client satisfaction
• Keeps clients engaged in using PDS training, workshops, and user conferences
• Escalates any disconnects between client expectations and their experience with PDS solutions
• Assists clients in maximizing their PDS solutions by developing web visualizations, reports, and dashboards that uncover powerful business insights and achieve ROI
• Initiates discovery sessions with clients and other stakeholders to determine project requirements
• Reviews client financial and business objectives, creates actions to support them, and reports progress on Key Performance Indicators
• Facilitates Strategic Roadmap Planning for moderately complex current and future reporting projects – aligning PDS solutions with client strategic priorities
• Maintains client opportunities to document and manage a roadmap of enhancements
• Communicates and works effectively with PDS team members
• Directly works with sales to support sales goals/client objectives
• Independently manages individual workload, achieving measurable results
• Crafts internal and external communications related to product usage, enhancements, and upgrades

Qualifications

Education

• Bachelor’s Degree in Business, Health Sciences, Liberal Arts, Communications, or related field

Experience

• 7+ years in a client-facing healthcare environment
• Background in healthcare revenue cycle
• Hands-on experience with EHRs, medical billing software, or scheduling systems
• Solid understanding of healthcare reporting and dashboards that support business operations
• Demonstrated proficiency with Microsoft Suite including Word, Excel, and PowerPoint
• Experience with Microsoft Power BI, MicroStrategy, IBM Cognos software, Tableau, or another major analytics tool
• Experience providing products and services within B2B business relationships a plus
• CRM experience a plus

Attributes & Skills

• A “people person” by nature!
• This critical role requires significant attention to detail
• Outstanding ability to proactively communicate over the phone, video, and by email
• Exceptional team player with the ability to work cross-functionally within the company
• Ability to drive goals and initiatives and lead co-workers and clients
• Self-motivated multi-tasker who can prioritize and manage situations with multiple clients, delivering the highest level of customer service and communication
• Ability to maintain client relationships, professionalism, and high ethical standards
• Ability to self-manage workload in a remote environment
• High energy level, enthusiastic, and eager to do what is necessary to be successful
• Strong focus on learning and understanding the goals and strategies of our clients
• Deep understanding of value drivers in recurring revenue business models
• Ability to manage and influence through persuasion, negotiation, and consensus building
• Entrepreneurial, self-sufficient, and self-driven
• Capacity to learn and understand both technology and healthcare domains
• Strong drive to take responsibility for and seek resolution to challenging issues
• Excellent written and spoken English communication skills are essential to this position

Job Type: Full-Time
Work Remote: Yes
How to Apply: To be considered, please send your resume with a cover letter describing why we should consider you as a candidate to: careers@pds‐online.com

*** E‐mail only. No calls or faxes please. ***
PDS will only consider serious candidates who most closely match the qualifications listed.
PDS is an Equal Opportunity Employer.