Success Manager

🕒 June 30

🎸 Tennessee – Remote

🎸 Tennessee – Remote

💵 $70.4k - $89.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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HealthStream

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1990

🏥 Healthcare

💼 Consulting

⚖️ Legal

Healthcare • Consulting • Legal

HealthStream is a healthcare-focused SaaS company that provides workforce management and learning solutions to health systems, provider groups, and care organizations. Its hStream platform and suite of products (learning center, credentialing, scheduling, quality & compliance, resuscitation training and revenue cycle education) deliver content, continuing education, primary-source verification, analytics, and tools to improve competency, safety, regulatory compliance, and operational efficiency across the healthcare workforce. HealthStream serves thousands of healthcare customers and millions of clinicians with a content marketplace, reporting, and integration capabilities.

📋 Description

• The Success Manager plays a pivotal role to assure a meaningful experience for our customers as they strive to solve big problems using HealthStream products and solutions. • By proactively engaging with customers in purposeful dialogue, the Success Manager helps to ensure optimal adoption of solutions in alignment with the customers organizational goals. • You will be responsible for adhering to all HealthStream 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. • Solicits regular customer feedback and communicates responses accordingly to HealthStream internal stakeholders, including sales, product management, training, onboarding, and operations. • Utilizes data to analyze product utilization and adoption. • Proactively intervenes where opportunities exist to improve utilization/adoption and ensure ongoing customer retention and growth. • Maintains Salesforce case documentation of customer engagement activities to ensure service continuity. • Collaborates with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customers. • Collaborates with product managers/owners of assigned solutions to ensure ongoing understanding of product design and metrics for customer success. • Collaborates with implementations teams to develop onboarding plans for assigned products. • Collaborates with sales and other Success Managers on account renewal strategy. • Provides advisory support in pre-sales discussions to articulate the role of the Success Manager in supporting the customer. • Collaborates with product, development, and content teams to develop customer facing materials for assigned products. • 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. • Leads strategies to increase assigned product adoption on both a one-to-many and one-to-one basis with our customers. • Identifies and nurtures referenceable accounts and assists to capture the customers success story and ROI. • Collaborates with onboarding teams to develop onboarding plans for assigned products.

🎯 Requirements

• Experienced professional with a minimum of a Bachelors degree in healthcare, business, or technical field • Minimum 3 years in a customer service/sales or related role • Experience in healthcare organization preferred • Experience with HealthStream products from an administrator level is a plus • Experience in a SaaS business desirable • Experience with Salesforce is desirable • Proficiency in use of Microsoft Office Products • Excellent verbal and written communication 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 • Seek guidance from more experienced team members when encountering 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 a number of 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 • Travel up to 20%, staying overnight as needed to meet customer and internal company needs.

🏖️ Benefits

• 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