Client Success Manager

Waystar; United States; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Competitive total rewards

Customizable benefits package

Paid time off 3 weeks + 13 holidays

Paid parental leave

Education access and LinkedIn Learning

Mental health programs

401(K) program

Pet insurance

Employee resource groups

Job summary

Waystar is seeking a Client Success Manager to deliver proactive service, optimize the revenue cycle, and act as a trusted advisor to a defined set of clients.

You will partner with clients and cross-functionally with Support, Solution Adoption, and Sales to improve client health, drive adoption, and support renewals, while traveling up to 25% for on-site reviews.

Strong communication, project management, and data analysis skills are essential to measure value and guide product feedback.

Qualifications

• 4-year bachelor’s degree
• 3+ years of analyst/project management/account management experience in healthcare software or consulting environment
• Experience building and managing relationships, including interacting with all levels of management (both internally and client-focused)
• Project management experience (e.g. lead meetings, draft status reports, develop & manage project plans, track issues/risk logs, develop & monitor resource plans, etc.)
• Understand the vocabulary used in a healthcare and revenue cycle operations
• Experience with root cause analysis, including the skill and experience to troubleshoot and investigate issues
• Ability to execute and prioritize a large number of tasks in a fast-paced environment
• Ability to work independently and to participate in cross-functional teams
• Possess process and change management skills
• Subject matter expertise and dedication to remaining current with industry changes
• Outstanding communication (written and oral) and interpersonal skills
• Hands on experience with PM/HIS systems preferred (e.g. Epic, Cerner, etc.)
• Excellent phone and presentation skills
• SQL experience/knowledge strongly preferred

Responsibilities

• Serve as an operational point-of-contact, advocate, problem solver, and trusted advisor for defined set of clients
• Partner with clients to proactively improve client health and satisfaction by monitoring key metrics and develop strong relationships to uncover expansion opportunities
• Effective demonstration of Waystar’s value proposition with key influencers and decision makers
• Establish a metrics framework based on Waystar best practice to measure, monitor, and communicate total value delivered through use of Waystar technology
• Work cross-functionally with Waystar Support, Solution Adoption, Sales, and others to achieve client participation in the Waystar reference and marketing programs, insure renewal, and annual booking plans
• Effective demonstration of Waystar’s RCM technologies
• Identify and quantify product feedback to assist in driving product strategy
• Lead and/or participate in status calls at a defined cadence with all assigned clients
• Travel independently or as a team for on-site Executive business reviews to strengthen relationships, review key performance metrics, and identify opportunities to further align results
• Consistently identify opportunities to improve processes and conduct data analysis to identify root cause
• Provide ongoing training and development
• Manage daily activity within Salesforce CRM system
• Perform other duties and projects as assigned by Client Success leadership

Skills

Relationship management

PM/AM experience

Project management

Healthcare domain knowledge

Root cause analysis

multitasking

Cross-functional teamwork

Change management

Industry knowledge

Communication

Phone skills

Presentation skills

SQL

Education

Bachelor’s degree

Tools

Excel

PowerPoint

Word

Epic

Cerner

Job description

About This Position

A Waystar Client Success Manager (CSM) must effectively deliver and advise on best practice workflow and provide proactive service that measurably simplify and unify our clients’ revenue cycle.

What You'll Do

• Serve as an operational point-of-contact, advocate, problem solver, and trusted advisor for defined set of clients
• Partner with clients to proactively improve client health and satisfaction by monitoring key metrics (performance, level of adoption, satisfaction, etc.) and develop strong relationships to uncover expansion opportunities
• Effective demonstration of Waystar’s value proposition with key influencers and decision makers to include but not limited to client’s Directors and Managers
• Establish a metrics framework based on Waystar best practice to measure, monitor, and communicate total value delivered through use of Waystar technology
• Work cross-functionally with Waystar Support, Solution Adoption, Sales, and others to achieve client participation in the Waystar reference and marketing programs, insure renewal, and annual booking plans
• Effective demonstration of Waystar’s RCM technologies
• Identify and quantify product feedback (enhancements and areas for improvement) to assist in driving product strategy
• Lead and/or participate in status calls at a defined cadence (weekly to monthly) with all assigned clients
• Travel independently or as a team for on-site Executive business reviews to strengthen relationships, review key performance metrics, and identify opportunities to further align results
• Consistently identify opportunities to improve processes and conduct data analysis to identify root cause
• Provide ongoing training and development
• Manage daily activity within Salesforce CRM system
• Perform other duties and projects as assigned by Client Success leadership

What You'll Need

• 4-year bachelor’s degree
• 3+ years of analyst/project management/account management experience in healthcare software or consulting environment
• Experience building and managing relationships, including interacting with all levels of management (both internally and client-focused)
• Project management experience (e.g. lead meetings, draft status reports, develop & manage project plans, track issues/risk logs, develop & monitor resource plans, etc.)
• Understand the vocabulary used in a healthcare and revenue cycle operations
• Experience with root cause analysis, including the skill and experience to troubleshoot and investigate issues
• Ability to execute and prioritize a large number of tasks in a fast-paced environment
• Ability to work independently and to participate in cross-functional teams
• Possess process and change management skills
• Subject matter expertise and dedication to remaining current with industry changes
• Outstanding communication (written and oral) and interpersonal skills
• Proficient in Microsoft Office applications, specifically Excel, PowerPoint, and Word
• Hands on experience with PM/HIS systems preferred (e.g. Epic, Cerner, etc.)
• Excellent phone and presentation skills
• SQL experience/knowledge strongly preferredAbility and willingness to travel up to 25% of the time to client sites, corporate meetings, and conferences/seminars

About Waystar

Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.

Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.

Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar (https://twitter.com/Waystar) on Twitter.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Category: Client Operations

Job Type: Full time