Sr. Customer Success Specialist

Brightree; Peachtree Corners (GA); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in cloud-based patient management software seeks a Sr. Customer Success Specialist to enhance customer efficiency and drive success in resupply outcomes. The role involves managing client relationships, analyzing performance data, and ensuring compliance with service level agreements. This position offers an opportunity to impact healthcare positively while working in a dynamic environment.

Qualifications

• Minimum 2 years of experience in the Healthcare Industry.
• Minimum 2 years of experience in Customer Success.

Responsibilities

• Be the first escalation point for high-touch customer care.
• Analyze key operational and performance data to identify trends.

Skills

Leadership

Relationship Management

Project Management

Communication

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD).

When you work at Brightree, it’s more than just a job. You’ll be part of a team that’s driving innovation and leading the way in cloud-based patient management software.

The technology allows us to provide the tools for better outcomes, but at our heart, we’re really about people. We strive to positively impact our customers’ businesses and the lives of patients every single day.

Utilizing broad knowledge of Brightree Resupply products and services, the Sr. Customer Success Specialist uses independent judgment to assess resupply business processes and feature adoption, developing prioritized recommendations to improve customer efficiency, increase ROI, and drive overall success of resupply outcomes. The Sr. Customer Success Specialist proactively engages with customers to identify challenges, recognize opportunities, and offer insights and solutions using company best practices. The ideal candidate is dedicated, with a desire to help our customers build sustainable resupply businesses that deliver better patient care while optimizing revenue streams. Attention to detail is essential for proactively identifying and offering solutions to fully optimize and enhance their resupply business.

Responsibilities

1. Be the first escalation point for high-touch customer care, responding with urgency, clarity, competence, and swift fulfillment of all service requests.
2. Take ownership of client relationships for Brightree Resupply, ensuring timely communication and follow-up.
3. Ensure achievement of quality and turnaround time service level agreements through proactive issue resolution and appropriate escalation processes.
4. Interface with team members and leadership to provide data-based processes and actions necessary for identifying and escalating unresolved customer issues. Monitor and report on customer satisfaction levels to ensure compliance with SLAs and issue resolution.
5. Proactively monitor the customer's financial results and operational processes, creating and implementing ongoing action plans to meet objectives.
6. Analyze key operational and performance data to identify trends and opportunities, providing expert advice, guidance, actionable tasks, and recommendations to improve resupply performance.
7. Provide monthly resupply reviews using risk management analysis for complex business concerns, reviewing analytics data, workflows, system structures, and organizational functions to recommend process improvements.
8. Perform manual data entry and data cleanup within customer databases, documenting and communicating findings effectively.
9. Design and execute client-specific optimization projects and training plans, adjusting for existing workflows.
10. Develop and maintain strong client relationships through consistent high-level communication.
11. Maintain extensive knowledge of Brightree Connect and SNAP Resupply products/services, as well as industry and regulatory changes.
12. Identify expansion and cross-sell opportunities aligned with customers’ goals.
13. Partner with internal teams to resolve contractual questions, adherence issues, and system/service problems.

Qualifications and Experience

• Minimum 2 years of experience in the Healthcare Industry.
• Minimum 2 years of experience in Customer Success.
• Demonstrated leadership and relationship management skills in a dynamic environment.
• Bachelor’s degree or equivalent experience in Healthcare Industry education, training, and experience.
• Understanding of KPIs and their impact on revenue objectives.
• Ability to organize, prioritize, maintain records, and work independently.
• Strong project management skills, including managing customer expectations and driving results.
• Intermediate proficiency with Microsoft Office, including Excel, Access, and PowerPoint.
• Excellent oral and written communication skills.
• Ability to work remotely.
• Self-motivated and self-directed.
• Hands-on experience with HME Resupply programs.

Joining Brightree means more than a job — it’s a chance to make a difference in healthcare, in a culture that values diversity, innovation, and excellence. If you’re ready to contribute to a healthier world, apply now! We commit to responding to every applicant.