Customer Account Manager

Nuvance Health; United States; Remote; USD 55,000 - 65,000; Full time

Job summary

A renowned healthcare technology company is seeking a proactive Customer Account Manager to enhance client success. This remote position involves onboarding, training, and maintaining strong relationships with medical professionals, while also identifying upsell opportunities to contribute to company growth.

Benefits

Competitive salary and equity options

Comprehensive health, dental, and vision insurance

Professional development opportunities

Collaborative and innovative work culture

Remote working arrangements

Qualifications

• 3-5 years of experience with software implementations, preferably in healthcare technology.
• Excellent verbal and written communication skills.
• Ability to work independently and as a team member.

Responsibilities

• Assist with product implementations and customer onboarding.
• Deliver product training sessions via video conferencing.
• Provide post-implementation support and manage customer relationships.

Skills

Customer focus

Problem-solving

Communication

Time management

Job description

Salary: $55k - $65k DOE

Job Type: Full-time (remote)

About Us

HybridChart is an innovative medical SaaS company working with medical specialists, EHR companies and billers to improve healthcare and patient outcomes. We're looking for a talented Customer Account Manager to join our dynamic team and help drive our products and processes forward.

Role Overview

We are seeking a proactive, customer-focused and entrepreneurial Customer Account Manager to join our team. In this role, you will be the primary point of contact for new and existing clients, ensuring a seamless onboarding experience, delivering impactful training to medical practice administrators, and practicing medical professionals, and nurturing ongoing account relationships. You will play a key role in driving client success and growth by identifying opportunities to upsell value-add features and onboard new licenses as our partner practices grow and scale.

Key Responsibilities

• Assist with gathering customer requirements, product installation, configuration to customer needs, product training, onboarding, and other go-live tasks
• Present Practice Administrator and Biller training, and basic and advanced Provider mobile app and desktop training sessions via video conferencing
• Answer customer questions regarding product
• Provide end-user support during and after implementation process
• Troubleshoot basic interoperability issues and escalate to Interoperability Project Manager when appropriate
• Understand, prioritize and escalate customer issues when necessary
• Problem-solve with Customer Account Team when issues arise
• Create and maintain positive customer relationships through post-implementation support
• Run regular customer success check-in meetings and present product usage metrics and improvement suggestions
• Identify effective opportunities for cross-selling and upselling based on customer needs and goals, and recommend useful upsells and productivity enhancements
• Identify existing customers who are interested in integrations/ADT feeds, and communicate inquiries to the Interoperability Team
• Identify and communicate expansion opportunities to Sales Team
• Provide feedback to the Development team based on customer product requests
• Create/update training documentation
• Update Trello cards and lists to show status updates for active projects
• Attend customer handoff and weekly team meetings, provide updates, and convey needs
• Actively engage in cross-team collaboration, inviting suggestions and sharing knowledge to contribute to the company’s success as well as peer and individual performance

Benefits

• Competitive salary and equity options
• Comprehensive health, dental, and vision insurance
• Professional development opportunities
• Collaborative and innovative work culture
• Remote working arrangements

We are an equal opportunity employer committed to building a diverse and inclusive workforce. We encourage applications from all qualified candidates regardless of background.

• 3-5 years of experience with software implementations, preferably in healthcare technology
• Prior healthcare industry knowledge
• Ability to present product training sessions via video conferencing
• Ability to answer customer questions regarding product
• Excellent verbal and written communication skills
• Ability to work independently and as a team member
• Ability to understand, prioritize and escalate customer issues when necessary
• Ability to contact customers via phone/email and manage other tasks independently
• Time management and prioritization skills
• Ability to communicate clearly to internal partners on status and recommendations