Customer Success Director- Midwest Region at FinThrive

About the RoleImpact 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 doAdopt and utilize of resources provided to pro-actively monitor and manage Customer outcomes and success to include:GainsightSalesforceFinThrive AnalyticsCapture and track Customer value metrics and targets, to demonstrate achievement of said metrics/results and return on investment (ROI)Responsible for creating an account plan and Customer growth strategy in collaboration with Sales ExecutivesInternally document at risk mitigation plansProvide leadership regular updates on assigned customers status leveraging internal tools to back up their (red, yellow, green) statusOwn that the CSM is a key role in Customer satisfaction and performanceAccept responsibility/accountability for responding to all assigned Customer issues and tasksTake full responsibility for the account in Customer satisfaction, communication, and when needed, escalationAssure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedbackIdentify opportunities for operational and process improvements related to the utilization and integrationManage all renewals and accurate listing of contract expiration dates and notification requirementsProtect existing revenue and monthly analysis of revenue variancesServe as internal escalation point for issues regarding a customer's contract or invoicesConduct annual reviews quarterly pulse checks with customersPossess a full and complete understanding of the internal control requirements within their area of ownership/responsibility. Responsible and accountable for internal control implementation and performance within their area of ownership/responsibility. Ensures proper internal control change management protocol is followedMeet and exceed quarterly and annual Customer revenue targets Comply with renewal process and meeting or exceeding annual renewal targetsIdentify growth opportunities within assigned Customer base Secure and increase referencesFoster high response rate and positive KLAS and Net Promoter survey scoresEnsure Customer satisfaction, to include owning communication of value realization, as well as by managing and setting Customer expectations through remote Customer management and some though less frequent Customer travelManage escalations from assigned customers What you will bringBachelor's Degree3+ years' work experience in Customer Success Management or in RCM function of a hospital Executive presence and presentation skillsWork autonomously, independently and as part of a team for collaborationWritten and verbal communication skills, ability to synthesize complex issues and communicate into simple messagesExperience interfacing with both internal team members and external Customers, as part of a solutions-based team Computer knowledge including MS Office (Outlook, Word, Excel, Power Point)Proactive self-starter. Autonomy and ownership of territory. Hustle Collaborative team player. Quick learnerTravel: Up to 40-60% What we would like to seeExperience in healthcare RCMKnowledge of FinThrive products and services or competitorsKnowledge of the healthcare industry, specifically revenue cycle management Experience using GainsightInvolvement with HFMA 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 ReliabilityAt 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 BenefitsFinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits.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 work group, maintain a focus on self-development and seek out continuous feedback and learning opportunitiesSupport FinThrive's Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA 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 DemandsThe physical demands and work environment characteristics described here are representative of those that a colleague 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. Statement of EEO FinThrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We're committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment process. FinThrive Privacy Notice for California Resident Job CandidatesKnow Your RightsPay Transparency NoticeFinThrive is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations. 2024 FinThrive. All rights reserved. The FinThrive name, products, associated trademarks and logos are owned by FinThrive or related entities. RV092724TJO finthrive.com | FinThrive Careers | FinThrive Benefits & Perks | Physical Demands