Sr. Customer Success Manager

About Us

We all know that our health care system is complicated. Getting data from one provider to another, or from a provider to a health insurance company, is frustrating for virtually everyone. Imagine developing solutions that help make these data transactions easier and faster. That is what we do at Rhapsody; we make interoperability platforms that allow data – such as patient encounter details, lab results, and billing information – to move seamlessly from one system to another.

While most people will not ever see our products and services during a medical encounter, our interoperability platforms are running behind the scenes. Think of them as the central nervous system helping to move data where it needs to be to improve the patient experience.

If using your expertise in a way that impacts our health care system, patient care, and population health sounds like something you would find rewarding, apply today at www.rhapsody.health

What we have to offer you:

· Meaningful work that positively impacts the lives of millions of people worldwide

· Unlimited PTO, sick time, volunteer days

· Comprehensive benefits package on day 1 (medical, dental, vision, life, disability)

· Continuous learning and development opportunities

· An innovative, inclusive, and fun work environment

· Complete flexibility. We encourage employees to work where, when and how it makes sense for them and enables them to bring their best self to work

Position Summary

The Senior Customer Success Manager (CSM) will play a pivotal role in ensuring customer satisfaction and driving long term business relationships. The Senior CSM will be responsible for overseeing a portfolio of strategic & mid-market accounts, providing expert guidance and fostering strong partnerships. You will develop strong customer relationships using your product knowledge of Rhapsody's Interoperability suite of Rhapsody and Corepoint Integration, NextGate Identity and Semantic Terminology products to deliver exceptional value to our customers while also providing seamless customer service.

Job Responsibilities

• Own and manage a named portfolio (45-50) of enterprise customer accounts, building strong relationships with targeted stakeholders.

• Partner with Account Management and Sales to develop account plans aligned with customer business objectives where required.

• Proactively identify and address customer needs and pain points ensuring successful adoption and utilization of the Rhapsody Suite of products.

• Engage accounts on a regular basis via cadence calls that require agendas and detailed meeting notes.

• Contribute to and monitor customer health scores while proactively identifying problematic customers that require attention.

• Monitor progress of Professional Services projects and complete formal transition to customer at the project conclusion.

• Monitor customer interactions and feedback results: this includes customer support tickets, CSAT submissions, NPS scores and KLAS surveys.

• Partner with Product Management to deliver updates on product advancements and product roadmaps.

• Strategically manage customer renewals and drive expansion opportunities.

• Identify upsell and cross-sell opportunities to increase customer value and revenue.

• Serve as a customer advocate, providing feedback to Product Management and Engineering to help improve the Rhapsody Suite of products.

• Identify opportunities with the Marketing Team for customer testimonials, speaking engagements, references and case studies.

Job Requirements

Education:

• Bachelor’s Degree or equivalent preferred

Experience:

• 10+ years of experience in a Healthcare IT and/or Customer Success Management related role in technology.
• Knowledge of the healthcare IT market in the U.S. is preferred.
• Salesforce experience is preferred.

Skills:

• Proven track record of successfully managing strategic to mid-market level accounts and driving customer satisfaction.

• Highly motivated with a winning attitude, thrives in a team environment.

• Proven problem solving and analytical skills to interpret performance and customer feedback.

• Ability to effectively manage time and prioritize responsibilities according to business requirements.

• Experience in developing relationships both with customer and internal teams.

• Excel in a fast-paced environment with the ability to multitask and follow up with multiple customers each day.

• Superior communication skills with the ability to speak, write, and present clearly and effectively.

• Open to flexible work hours. You may need to manage customers outside of your time zone.

Rhapsody provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws