Strategic Client Success Manager, Healthcare Tech

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

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.