Client Success Manager

Responsibilities

• Serve as an operational point-of-contact, advocate, problem solver, and trusted advisor for defined set of clients
• Partner with clients to proactively improve client health and satisfaction by monitoring key metrics (performance, level of adoption, satisfaction, etc.) and develop strong relationships to uncover expansion opportunities
• Effective demonstration of Waystar's value proposition with key influencers and decision makers to include but not limited to client's Directors and Managers
• Establish a metrics framework based on Waystar best practice to measure, monitor, and communicate total value delivered through use of Waystar technology
• Work cross-functionally with Waystar Support, Solution Adoption, Sales, and others to achieve client participation in the Waystar reference and marketing programs, insure renewal, and annual booking plans
• Effective demonstration of Waystar's RCM technologies
• Identify and quantify product feedback (enhancements and areas for improvement) to assist in driving product strategy
• Lead and/or participate in status calls at a defined cadence (weekly to monthly) with all assigned clients
• Travel independently or as a team for on-site Executive business reviews to strengthen relationships, review key performance metrics, and identify opportunities to further align results
• Consistently identify opportunities to improve processes and conduct data analysis to identify root cause
• Provide ongoing training and development
• Manage daily activity within Salesforce CRM system
• Perform other duties and projects as assigned by Client Success leadership

Requirements

• 4-year bachelor's degree
• 3 + years of analyst/project management/account management experience in healthcare software or consulting environment
• Experience building and managing relationships, including interacting with all levels of management (both internally and client-focused)
• Project management experience (e.g. lead meetings, draft status reports, develop & manage project plans, track issues/risk logs, develop & monitor resource plans, etc . )
• Understand the vocabulary used in a healthcare and revenue cycle operations
• Experience with root cause analysis, including the skill and experience to troubleshoot and investigate issues
• Ability to execute and prioritize a large number of tasks in a fast-paced environment
• Ability to work independently and to participate in cross-functional teams
• Possess process and change management skills
• S ubject matter expertise and dedication to remaining current with industry changes
• Outstanding communication (written and oral) and interpersonal skills
• Proficient in Microsoft Office applications , specifically Excel , PowerPoint , and Word
• Hands on experience with PM/HIS systems preferred (e.g. Epic, Cerner, etc.)
• Excellent phone and presentation skills
• SQL experience/knowledge strongly preferred
• Ability and willingness to travel up to 2 5 % of the time to client sites, corporate meetings, and conferences/seminars
• ABOUT WAYSTAR
• Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.
• WAYSTAR PERKS
• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company matc

Benefits

Additional Information

ABOUT THIS POSITION A Waystar Client Success Manager (CSM) must effectively deliver and advise on best practice workflow and provide proactive service that measurably simplify and unify our clients' revenue cycle.

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