Healthcare Customer Success Manager V – US Remote
Job Description
*We are seeking senior level candidates with specific experience handling large provider healthcare/IDNs and exposure to EPIC EMR for this position*
Job Summary Manages the delivery of contracted services to large Provider Healthcare clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded. Ensures that operational teams have a clear understanding of client requirements. Builds and maintains strong client relationships and provides day-to-day client advice and support. Promotes the organization’s capabilities to clients, identifies sales opportunities to be forwarded to the account executives and achieves contract extensions or additional business within the account(s). Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Career Level Summary
•Recognized as an expert within the company and requires in-depth and/or breadth of expertise in own job discipline and broad knowledge of other job disciplines within the organization function
•Solves unique problems that have a broad impact on the business
•Contributes to the development of organizational sub-function strategy
Key Responsibilities
- Responsible for processing component upgrades/downgrades by generating support tickets, and documenting customer churn in internal ticketing systems (ServiceNow/CORE).
- Provides input to, and executes on, churn mitigation strategies.
- Creates renewal and prepay agreement documentation, processes buy out agreements, and calculates/submits credit memos.
- Conducts monthly service reviews, preparing MAR/QBR materials.
- Handles customer escalations, serving as the main point of escalation during downtime events; and attending RCA sessions for individual customer incidents to compile incident reports.
- Responsible for following up with assigned customers on loyalty NPS survey responses, in addition to following up on closed tickets flagged as NPS-T, facilitating calls with internal support teams where necessary.
- Remains informed on the technical design/architecture of customer environments, reviewing contracts to stay up-to-date on server/hardware upgrades.
- Remains informed on all technical support activities for assigned customers, ensuring that maintenance planning, disaster recovery testing, security and compliance auditing, capacity management, environment audits, Ad-hoc reporting, customer environment documentation, vulnerability resolution, and patch management are completed according to customer needs.
- Supports Client Executives in the preparation and facilitation of customer visits; in discussions with Legal regarding quote approvals; and in negotiations for renewals, prepay agreements, buy out agreements, and credit memos, for assigned customers.
- Supports Client Engineers/Architects, by providing insight into the needs of assigned customers, as it relates to strategic account planning from a technology perspective; and providing cost governance recommendations, related to maintenances.
- Supports Customer Success Associates, and remains informed regarding administration activities for assigned customers (e.g. NPS administration, ticket routing, contract administration, etc.).
Preferred Knowledge
•Expert-level understanding of the IT industry and various technologies within the Healthcare Provider and Payer industry
•Expert-level knowledge of the Rackspace product portfolio, servers, and computer hardware
•Expert-level understanding of Cloud technologies and working practices
•Prior experience with EPIC (preferred) or other EHR
•ServiceNow experience
Certifications
•ITIL certification preferred.
Experience
•12 – 14 years of experience in the field of role required
Travel
Occasional domestic travel 20%
Disclaimer
The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.
Our compensation reflects the cost of labor across several geographic markets. The compensation range for this position ranges from $132,149.00/year in our lowest geographic market up to 193,856.30 USD/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Learn more about benefits at Rackspace.
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