Customer Success Manager

QuVa Pharma; Minneapolis (MN); On-site; USD 86,000 - 118,000; Full time

Benefits offered by this job

Health and wellness benefits (medical,

401k retirement program with company‑m

17 paid days off + 8 paid holidays

Job summary

Quva is seeking a Customer Success Manager in the Minneapolis area to onboard, train, and manage health-system customers using our SaaS solutions. You will drive adoption, secure renewals, and expand product usage while collaborating with cross-functional teams to deliver clinical insights and data services.

You will partner with hospitals and health systems, train users from executives to end users, and travel up to 10% as needed.

Qualifications

• Bachelor's degree required.
• 1+ year experience in Customer success, account management or software training.
• 1+ year experience in Hospital setting specifically in pharmacy, informatics or nursing OR experience with Epic implementations.
• Excellent communication skills across all levels; from executives to end users.
• Excellent organizational skills and ability to strategically manage multiple customers concurrently.
• Strong training and presentation skills.
• Travel up to 10%.

Responsibilities

• Acts as the main point of contact; onboarding, training and relationship management.
• Consults with customers at all levels to ensure value from products and services.
• Gathers information about unmet needs and communicates within teams.
• Provides training and consultative sessions; remote and on-site.
• Serves as Subject Matter Expert on all products for customers.
• Collaborates with CS team and other departments to resolve issues and enhance experience.
• Tracks and documents product usage impacting hospital metrics.
• Secures renewals and expansion of SaaS subscriptions.
• Collaborates to improve CS processes.
• Participates in support coverage rotation.

Skills

Communication skills

Organizational skills

Training skills

Presentation skills

Analytical skills

Problem solving

Education

Bachelor's Degree

Tools

Epic

Job description

Our Customer Success Manager plays a vital role in ensuring the highest quality and safety standards of our pharmaceutical products. Once you complete our training, your responsibilities will include onboarding, training and managing multiple health system customers, ensuring their successful adoption and use of our SaaS solutions and securing contract renewals. BrightStream, a Quva company, is trusted by a community of high-performing healthcare providers and partners to generate clinical insights from clinical data. Join this mission to provide (SaaS) clinical insights, data services, and life science products to provide meaningful data and a long-lasting impact on healthcare across the US.

This is a hybrid position located in the Minneapolis / Twin Cities office.

What Customer Success Manager Does Each Day:

• Acts as our customers' main point of contact; take responsibility for onboarding, training and relationship management
• Consults and collaborates with customers, at all organization levels from C-level to end users, to ensure they are fully recognizing value from our products and services
• Gathers information about customers' unmet needs and communicates this information within the CS team and other departments
• Provides effective training and consultative working sessions; both remote and on-site
• Is available to customers as the Subject Matter Expert on all products
• Works collaboratively within the Customer Success team and with other departments to resolve any customer problems and enhance the customer experience
• Tracks and documents how customers are using products to impact key hospital metrics (revenue/reimbursement, cost control, core clinical measures, quality outcomes, etc.)
• Secures the renewal of customers' SaaS subscriptions and the expansion to additional products and services
• Collaborates and innovates within the Customer Success team to improve our processes
• Participates in support coverage rotation

Our Most Successful Customer Success Manager:

• Has a sense of urgency, accountability, and resourcefulness (e.g., work in changing environment)
• Is a self-starter and independent learner
• Promotes active listening with team members; Contributes appropriately to conversations; Has strong verbal and written communication skills with the ability to work effectively with other departments within the organization and with people at all levels of the organization
• Understands how various issues affect each other and the outcome of projects; Improves upon existing approaches by seeking opportunities to creatively transform

Minimum Requirements for this Role:

• Bachelor's Degree
• 1+ year experience in Customer success, account management or software training
• 1+ year experience in Hospital setting specifically in pharmacy, informatics or nursing OR experience with Epic implementations
• Excellent communication skills across all levels; from executives to end users
• Excellent organizational skills and ability to strategically manage multiple customers concurrently
• Strong training and presentation skills
• Strong analytical, problem solving and troubleshooting skills
• Travel up to but not limited to 10%
• Must be currently authorized to work in the United States on a full-time basis; Quva is not able to sponsor applicants for work visas

Benefits of Working at Quva:

• Comprehensive health and wellness benefits including medical, dental and vision
• 401k retirement program with company match
• 17 paid days off plus 8 paid holidays per year
• National, industry-leading high growth company with future career advancement opportunities
• The base compensation for this role is estimated to be within the range described below. The compensation offered may vary depending on relevant factors such as experience, skills, training, education, certifications, geographic location, and market conditions
• Range: $85,993 - $118,240 Annually
• This role is also eligible for an annual incentive bonus, subject to program terms and guidelines

About Quva:

Quva provides industry-leading health-system pharmacy services and solutions, including 503B sterile injectable outsourcing services and AI-based data software solutions that help power the business of pharmacy. Quva Pharma's multiple production facilities and industry-first dedicated remote distribution capabilities provide ready-to-administer sterile injectable medicines critical to patient care. Quva BrightStream partners with health systems to aggregate, normalize, and analyze large amounts of complex data across their sites of care, and through proprietary machine learning, transforms data into actionable insights supporting revenue optimization, script capture, inventory management, drug shortage control, and more. Quva's overall progressive and integrated platform helps health-systems transform pharmacy management to achieve greater value and deliver highest-quality patient care.

Quva is an equal opportunity employer and is committed to creating and maintaining a work environment that is free from all forms of discrimination and harassment. Quva's Equal Opportunity Policy prohibits harassment or discrimination due to age, ancestry, color, disability, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, race, religious creed, sex (including pregnancy, childbirth, breastfeeding, and any related medical conditions), sexual orientation, and any other characteristic or classification protected by applicable laws. All employment with Quva is "at will".

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