Success Manager, Account Success

June 10, 2024
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Job Description

Job Details

Job Location

USA Remote – Nashville, TN

Remote Type

Fully Remote

Position Type

Full Time

Job Shift

Day

Description

As the #1 advisor for developing and empowering people to deliver the highest quality care, HealthStream‘s brands include best-in-class apps, software, and specialized solutions. Over the last 30+ years, our Company has remained committed to solving big problems and growing into new product lines. We are constantly innovating and finding new ways to positively impact healthcare organizations.

What does our values-based culture offer you?

  • A collaborative work environment
  • A mission-oriented mindset
  • Work-from-home flexibility
  • A chance to grow your career

All our HealthStreamers share a common vision: to improve the quality of healthcare by developing the people who deliver care. For over 30 years, we have remained committed to providing effective solutions through innovation and constant growth. Today, we offer a unified suite of products to streamline scheduling, credentialing, training and learning management, workforce development, and other key areas in the healthcare industry. We provide recurring value and, as a HealthStreamer, you will be at the forefront of healthcare technology innovation!

We offer work-from-home flexibility as part of our hybrid workplace policy. Our three Resource Centers (located in Nashville, TN; Boulder, CO; and San Diego, CA) are available for scheduled in-person events or assigned workspaces for those who want to work in the office. Remote team members also have access to flexible space scheduling for occasional use.

We encourage collaboration and commit to growth for our entire team. Our thriving culture allows our team members to continuously solve big problems, and we value these contributions. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

We make sure patients receive competent care from qualified people. As a HealthStream team member, you would help this vision come to life. We pride ourselves on being a community where you can both build your career and take time away to fulfill your life goals and commitments.

Your Role As a HealthStreamer

Position Summary

HealthStream Customer Success is dedicated to helping our clients derive maximum value from their HealthStream investment. Our mission is to provide unparalleled support at every step of the customer journey, ensuring the effective utilization of our solutions to help our customers achieve their strategic priorities. As a Success Manager, Account Success, you will play a pivotal role in driving customer satisfaction and fostering the widespread adoption of our products to support revenue goals. This will involve close collaboration and coordination with Account Management, Product Success Management, Customer Service, and other cross-functional teams.

Essential Duties and Responsibilities

You will be responsible for adhering to all HeathStream security policies, procedures, and assigned training.

  • Develops and maintains an ongoing consultative relationship with the customer through regular engagement with key stakeholders to review satisfaction and utilization of products/solutions, share best practices, determine progress to organizational goals, and identify ongoing customer needs.
  • Presents Quarterly Business Reviews (QBR’s) in coordination with Account Management to review product utilization, success metrics, and align on future objectives and strategies for mutual success.
  • Develops and implements documented remediation plans for at-risk renewals, ensuring proactive measures are taken to address identified issues in order to facilitate successful renewals.
  • Monitors and tracks the execution of remediation plans, regularly assessing progress against established milestones and adjusting strategies as needed.
  • Evaluates the effectiveness of remediation strategies and lessons learned to inform future renewal risk mitigation efforts and improve overall customer satisfaction.
  • Solicits regular customer feedback and communicates responses accordingly to HealthStream internal stakeholders, including sales, product management, training, onboarding, and operations.
  • Maintains documentation in the customer success platform for all customer engagement activities
  • Collaborates with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customers.
  • Collaborates with sales and Product Success Managers on renewal strategies.
  • Utilizes the community to support customer self-service by maintaining up-to-date product guides and templates, advertising webinar topics, and encouraging and engaging in discussions with and between customers.
  • Collaborates with members of the HealthStream Community team to ensure customer resources on the community are effectively addressing their needs for self-service
  • Identifies and nurtures referenceable accounts.

Qualifications

What You Will Need to be Successful

Education, Experience and Knowledge Required

  • Experienced professional with a minimum of a bachelor’s degree in healthcare, business, or technical field
  • 3-5 years in a customer service/customer success or related role
  • Experience in healthcare organization preferred
  • Experience with HealthStream Learning Center (HLC) from an administrator level is a plus
  • Experience in a SaaS business desirable
  • Experience with Salesforce and customer success platforms (Totango) is desirable

Skills and Abilities Required

  • Proficiency in use of Microsoft Office Products
  • Excellent verbal and written communication skills
  • Excellent presentation skills
  • Understanding of data and its application to defining customer success
  • Technical acumen to support development of an in-depth understanding of assigned products/solutions
  • Function independently and use critical thinking to analyze and help resolve customer challenges with product utilization and adoption
  • Mentor and support less experienced team members as they encounter new/challenging situations
  • Effectively present information to management, customer groups, and HealthStream internal stakeholders
  • Collaborate as part of a team to optimize solutions and a seamless delivery approach
  • Interact and build relationships at various levels of customer organizations to identify their needs and work with them to find solutions that fit within their organizational strategy, culture, and constraints
  • Utilize data to demonstrate customer performance to desired outcomes
  • Coordinate activities across 10-15 assigned customer accounts
  • Adapt to changes in strategy or approach as needed in a fast paced, innovative environment
  • Willingness to learn a variety of HealthStream platforms and products, and to commit to ongoing learning to maintain competence in assigned products/solutions

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

  • Medical, Dental and Vision insurance
  • Paid Time Off
  • Parental Leave
  • 401k and Roth
  • Flexible Spending Account
  • Health Savings Account
  • Life Insurance
  • Short- and Long-Term Disability
  • Medical Bridge Insurance
  • Critical Illness Insurance
  • Accident Insurance
  • Identity Protection
  • Legal Protection
  • Pet Insurance
  • Employee Assistance Program
  • Fitness Reimbursement

If you have a passion for improving healthcare outcomes and empowering healthcare workers, come join the HealthStream team! We hope you join us and be a HealthStreamer!