At GHX, the Customer Success Provider team is focused on delivering customer value and satisfaction to drive operational excellence, sales, renewals, and upsells. The Customer Success Manager III will be responsible for leading the development and successful execution of customer specific account plans with a subset of GHXs customers. The CSM III will own driving an increase in overall utilization of GHX solutions and services within their customer base. As a CSM III you will serve as an industry expert and provide valuable product and process insights that will drive customer value and connect users with best practice.

The Customer Success Manager will continuously improve customer satisfaction levels and ensure customer retention and upsell readiness. As a CSM III you will be responsible for developing, documenting and executing customer goals, reviewing progress with customers through a consistent cadence. As a CSM you will continually look for ways to improve a customer’s operation. As a CSM you own the identification of opportunities to upsell additional GHX products. The CSM will work cross functionally within GHX to drive outcomes for the customer and cross functionally with their customers to provide value to users at all levels of a customer’s organization.

A successful candidate will be an exceptional communicator, creative problem-solver with a client-first mentality who is comfortable working in a fast-paced environment. They will share a passion for continual learning, value creation and education in service to driving product utilization and customer stratification.

Duties and responsibilities

• Knowledge of GHX product suite, effectively collaborate with appropriate internal teams to stay up to date with product functionality, feature roadmap and best practices on delivering value to customers utilizing products.
• Create referenceable customers. Actively document value creation, customer success stories and commitment from customers to partner or lead industry facing events i.e. User Groups, Webinars, presentations.
• Work directly with account team to focus on customer value and product growth utilization
• Owns the identification and documentation of upsell and cross-sell opportunities with customers
• Owns the identification and documentation of customer risk and risk mitigation strategies.
• Creates and implements account plans to drive outcomes for GHX products. Leads customer partnership meetings including business reviews as appropriate to stay aligned with customer on value creation, goals development and achievement and overall satisfaction with GHX.
• Partners with clients to documents and reach all client goals. This includes tactical, technical and strategic work, with regular milestone checkpoints.
• Supports customer health by identifying potential risk or dissatisfaction and resolving both large and small risks.
• Educates customers on best practices, helps customer implement, assists in customer training either personally or by identifying internal resources.
• Partners with internal teams to ensure an exceptional customer experience and provides and organized approach to customer engagement
• Develops customer champions by establishing trusting relationships at all levels of the customer organization
• Represents the VOC to the product team, emphasizing and helping to prioritize changes to products that are most important to the client base.
• Educate best practice internally and externally in a variety of settings; virtual, on-site, small groups and large groups.
• Special projects as assigned for individual team

Qualifications

• Required
  • Minimum of 2 years working in Customer Success role at GHX or,
  • Minimum of 4 years working in a SaaS Customer Success, Consulting, Sales, Solution Specialist, or equivalent role within the healthcare or healthcare adjacent field.
  • Bachelor’s degree in business or a related discipline or a combination of education and related experience
  • Experience working with and influencing customers and leadership teams.
  • Experience working in healthcare Supply Chain and/or for a healthcare provider or supplier; demonstrated success in building and managing strategic client relationships
  • Proven ability to drive elevated customer experience and deliver superior customer satisfaction in a complex environment
  • Willing to work remotely from home office and travel up to 50%
• Preferred
  • Deep knowledge of and user capability with GHX solutions
  • Experience in SaaS, materials management, purchasing, data integration, data management, GPO contracting, or Accounts Payable
  • CMRP, PMP or similar certification

Knowledge, Skills, and Abilities

• Ability to manage special projects and assignments independently with limited direction
• Proven ability to identify opportunities and risk within customer base and create plans to achieve growth or mitigate risks
• Distinctive problem-solving skills; able to quickly identify underlying drivers of problems, develop hypotheses, and execute on a path to solve
• Excellent written and oral communication skills; able to present analyses to varied audiences and tailor communication to the audience
• Self-starter with curiosity and ability to work autonomously
• Ability to collaborate across multiple teams while managing multiple projects
• Operate as an empathetic team player, contributing to team objectives, displaying trust and mutual understanding, accepting feedback, and handling disagreement constructively
• Detail-oriented and thorough
• Strong customer service focus
• Ability to manage large and varying workload effectively without support to overcome obstacles and meet deadlines.
• Strong interpersonal skills with a positive attitude and an ability to engage with customer’s business and technical staff

The compensation for this role is: $74,000- $98,000

The base salary range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary based on various factors, such as the candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/

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