Overview
**DO NOT APPLY IF YOU DO NOT HAVE A MINIMUM OF 3 YEARS OF CUSTOMER SUCCESS MANAGEMENT IN A HEALTHCARE ENVIROMENT. THIS POSITION WILL MANAGE LARGE HOSPITAL/PHYSICIAN ACCOUNTS**
Respiri Limited is a pioneering solutions in Remote Patient Monitoring, Remote Care Management, Transitions of Care and MedTech sectors. The company uses its innovative respiratory technology with a disruptive business model as a remote provider to offer the only Remote patient program for patients with chronic conditions. As a differentiated provider, Respiri’s mission is to improve health outcomes for patients with acute and chronic diseases such as cardiovascular, diabetes, obesity and, exclusively, respiratory disease. Respiri’s globally unique medical device and its Patient Monitoring services empower healthcare organizations to act on patient data across divisions such as TCM post discharge to home, post-acute to home, hospital to home, clinic home programs and more. Respiri is strategically positioned to revolutionize disease management globally and is focused on the US market, where CMS Care Management services are reimbursed by Medicare and other health plans
Overview
Overview of position: Must have healthcare experience in Customer Success Management/Account Management to be considered.
The Customer Success Manager is the first point of contact for a group of existing and pending customers from a key account management perspective. The role covers overseeing the establishment and delivery of end-to-end Remote patient care programs for existing and new clients. Successful candidate would also attune to business development opportunities, linking in with internal stakeholders to support business growth within our customer accounts.
We seek a dynamic individual with the ability to quickly pivot, excel in a fast-paced environment, and display a solution-oriented approach for the role of Client Success Manager. This role demands the capacity to zoom in and out, effectively navigating micro-level details and macro-level strategic perspectives. You'll be responsible for nurturing exceptional client partnerships within physician clinics and large healthcare organizations. This position guarantees that our clients receive top-notch training, support, and operational guidance for the launch and continued success of our remote patient care programs. The is a remote position that requires visits to our clients onsite in Hawaii on a regular basis.
Reporting to the Director of Client Operations, you will be at the forefront of our organization, dedicated to owning and executing on the Customer Journey. Your mission is to ensure that our clients and their stakeholders consistently experience value and success in their interactions with Respiri. This pivotal role requires you to act as the "quarterback", serving as the primary point of contact for new and existing customers.
Responsibilities
- Act as the Customer Success Manager for assigned accounts, serving as the primary interface point between Respiri and our clients, ensuring they receive value every step of the way.
- Act as a liaison within the organization, collaborating with various teams to complete tasks, resolve issues, and deliver value to customers.
- Assist with implementation plan creation and act as the implementation/project manager for all assigned accounts keeping projects on timeline.
- Spearhead onboarding with ease, setting up new clients to launch specific remote patient care programs.
- Evaluate client satisfaction and performance through insightful conversations and reporting
- Collaborate with our operations team to develop effective resolutions, adapting approaches as needed
- Initiate regular client business reviews and strategic account visits tailored to evolving business needs, adapting to each client's unique dynamics.
- Work seamlessly across departments, advocating for your clients' needs while fostering strong cross-functional relationships with stakeholders
- Provide timely feedback gathered from clients and effectively disseminate to internal stakeholders
- Make sound decisions related to customer issues that support the needs of our business, while adroitly managing customer expectations in the process
- Listen to customers and act on their input in a diplomatic and analytic manner, prioritizing requests by relevancy, urgency, and importance.
- Consistently execute on processes and playbooks to drive a strong Customer Experience
- Partner with internal and external stakeholders to help solution appropriate workflows and ensure their efficiency and replicability
- Work across stakeholders to ensure resource availability and allocation for launch
- Perform risk assessment and management to minimize launch delays and downstream impacts
- Create and maintain comprehensive project documentation, including project plans and workflows
- Provide project updates on a consistent basis to various stakeholders about progress, barriers and risks
- Drive accountability with various stakeholders to ensure timely and successful launch
- Partner with various functional areas to ensure launch readiness and remove barriers
- Partner with leadership to provide strategic insights to develop implementation best practices
- Complete post launch analysis and performance reporting
- Ability and willingness to travel within Hawaii to client locations often.
- Adheres specifically to all company policies and procedures, Federal and State regulations, and laws.
- Displays dedication to position responsibilities and achieve assigned goals and objectives.
- Represent the Company in a professional manner and appearance at all times.
- Understand and internalize the Company’s purpose, display loyalty to the Company and its organizational values.
- Other duties as assigned
Experience, Knowledge and Skill
Required:
- MINIMUM of 3 + years of experience as a Client Success Manager/Account Manager in a healthcare setting.
- Preference given to those who have worked with remote patient management programs and/or other remote patient healthcare services.
- Experience in the delivery of Transitions of Care, Chronic Care Management and/or remote care experience preferred.
- Experienced in a fast-growing healthcare startup environment
- Experienced working with healthcare technology products and services.
- Experienced creating and managing implementation/Customer success plans.
- Experienced communicating professionally and effectively with C Suite and other healthcare leadership teams.
- Ability to manage multiple implementations and timelines.
- Experienced understanding/documenting “in the weeds” clinical workflows.
- Experience managing mid-sized to large clients such as physician offices and/or large health systems.
- Experience understanding clinical practice workflows within physician offices and/or healthcare post-acute environments.
- Experienced presenting to large groups and providing group training.
- Strong results orientation and track record of delivering complex projects that exceed client expectations
- Strong communication skills and the ability to follow customer narratives to understand their point of view and transform and present those insights into workflows for customer success.
- Strong communication skills you draw upon to articulate a compelling value proposition, deliver insights, and manage difficult conversations
- Personal accountability: you own decisions, actions, and process needed to ensure healthy long term client relationships
- Ability to anticipate and resolve issues, think creatively, and solve complex problems with practical and reasonable solutions
- At your best working at a rapid pace and with a high degree of autonomy, within a complex and changing work environment
- Experience with MS office, Monday.com, Jira and Confluence preferred.
Other Required Skills:
- Excellent problem-solving skills and a proactive, solution-oriented approach.
- Analytical mindset, with an ability to derive actionable insights from data and an enthusiasm for continued learning.
- Highly organized with the ability to multitask and prioritize effectively.
- Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
- Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and respect the diversity of our work force in actions, words, and deeds.
Job Type: Full-time
Pay: $75,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
Supplemental Pay:
Application Question(s):
- How many years of experience do you have supporting healthcare client accounts?
Experience:
- healthcare operations: 1 year (Preferred)
- Healthcare Customer Success/Account Management: 3 years (Required)
Willingness to travel:
Work Location: On the road
