Senior Customer Success Manager

Sr. Manager, Customer Success
Lawrenceville, Georgia
Who we are:
Brightree is one of the fastest growing companies in Georgia, and the fastest growing Internet-based business management solution in the post-acute care market. We are the leading provider of billing and business management software solutions in the post-acute care healthcare market. We serve home medical equipment (HME) providers, orthotics and prosthetics (O&P) practitioners, sleep labs, and the home health and hospice segments. Our SaaS-based software solutions follow the natural workflow of providers to automate and improve how they manage their businesses. We are the only business management software solution endorsed by the VGM member service organization.
Why work at Brightree?
We have vision. We're a team of thinkers and innovators who constantly challenge ourselves to do everything better than the day before. And, we want you!
What we are looking for:
We are seeking a Sr. Manager, Customer Success. The primary objective of customer success is to maintain a high level of customer satisfaction by maximizing utilization of Brightree solutions.
What you'll do:
Partner with our largest revenue generating accounts to ensure that the transition from Implementation to Support is smooth, with the tools and knowledge to effectively manage their business on the Brightree application
Partner with executive level leaders at customer accounts to identify success strategies as well as identify and mitigate risk.
Module Opportunity Identification: Identify and communicate opportunities to increase utilization of additional modules within existing customer base; provide guidance on professional service offerings such as training and consulting
Escalation Resolution: Work with key customers to assess and address escalations, and develop action plans associated with resolution; provide ongoing follow up to ensure customer satisfaction and retention.
Customer analysis and reporting support: Monitor key risk indicators and partner with customer to review and understanding their ongoing expectations is paramount to long term satisfaction and retention.
Ad Hoc analysis and reporting: Identify potential risk accounts that will need further analysis and reporting. This includes: gathering requirements, providing analysis and partnering with the customer to develop project plan for resolution.
Management of contract adjustments: Triage incoming customer requests for changes to user licenses and other services
Occasional overnight travel is required for onsite client consultation, tradeshows, etc.
Special projects as needed
About you:
Strong professional communications skills, both written and verbal
Must demonstrate a high degree of confidence to lead business conversations at an executive level
High level of drive towards execution
Driven by a desire to be the best
A team player with a positive attitude, strong interpersonal skills and multi-tasking ability
Demonstrated ability to manage communications and projects across multiple customers simultaneously
About your experience:
Bachelor's degree in business, finance, IT or a relevant discipline required.
A least 5 years of customer management experience, diagnosing, diffusing, and solving customer concerns, preferably with national, multi- product or large regional accounts
At least 5 years of financial and operational analysis required
Business Process Improvement experience required
Demonstrated strong skills in Excel and PowerPoint
Demonstrated experience partnering with executive level customers
Prior experience in a similar role with a healthcare software solution
Equivalent combination of education and experience will be considered
50-60% domestic travel required
EEO Statement
Brightree LLC and Brightree Services, LLC provide equal opportunity for all applicants without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, disability, genetic information, marital status, sexual orientation, veteran status, or any other basis protected by state or federal law.

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