Client Success Manager (LANES)

The Los Angeles Network for Enhanced Services (LANES) is a Health Information Organization (HIO) for the greater Los Angeles area. We are a passionate team on a mission to create a countywide central patient medical record hub for Los Angeles County residents. We have a diverse team of health IT experts devoted to solving real-world healthcare problems. We are looking for a driven, smart, creative, and fun candidate who will share our passion for optimizing the intersection of consumer health, technology, and innovation. 

We seek a passionate Client Success Manager (CSM) to join our rapidly growing organization to build and maintain long-term relationships with LANES clients. In this role, you will help clients get the most out of our network, products, and services. You will be the main point of contact and play a crucial role in ensuring the success and satisfaction of our valued clients. Leveraging your deep product knowledge and healthcare domain expertise, you will work closely with executive stakeholders and key decision-makers to guide our clients in achieving their business outcomes through a collaborative and strategic approach.

This is a virtual home-based position in Los Angeles or Southern California. CSM will be required to attend meetings in person with clients or team meetings at our office in West Los Angeles on an as-needed basis, usually at least once per month.

This is a full time, benefitted, exempt position. Employment is provided by Heluna Health. 

The pay range for this role is $130,000 to $160,000 annually. 

ESSENTIAL FUNCTIONS

• Serve as the liaison and point of contact for LANES clients.
• Build and maintain long-term relationships with client executives and key stakeholders.
• Become a trusted advisor guiding them toward achieving their business objectives.
• Lead strategic onsite client meetings and coordinate, develop, and deliver quarterly business review meetings.
• Demonstrate deep product knowledge to identify client opportunities for driving long-term value.
• Proactively monitor client’s product utilization and understand the "next best action" based on data trends.
• Assist with tracking legal agreements and renewals and coordinate information and communication with LANES legal team.
• Develop presentation materials for meetings, conferences, and workshops. 
• Represent the Operations team as needed on calls or meetings.  
• Assist with client onboarding process and transition to operation from sales
• Assist with the administration of the legal agreements, and accounting documents.
• Facilitate internal operational meetings with clinical, technical, privacy and security teams
• Understand and demonstrate key value drivers, anticipating expansion and renewal needs within the Client base.
• Delivering a solution-oriented, problem-solving, and consultative approach.
• Support sales operations, client renewals, and new product opportunities.
• Utilize widely accepted project management methodology to track assigned projects while effectively managing communication and -go-live assessments.
• Proactively resolve issues, address concerns, identify potential risks, and improve overall processes to deliver quality service.
• Collaborate with the team to achieve and exceed performance metrics, including renewal rate and client Net Promoter Score.
• Maintain and update FAQs.
• Perform other job-related duties as assigned.

JOB QUALIFICATIONS

• Master’s degree in business, healthcare or related field.
• 5 years of experience managing strategic customer accounts in the medical software industry, Health IT or health information exchange organization (HIE). 
• Excellent customer service ability in developing relationships. Demonstrate effective interactions and positive interpersonal skills in dealing with clients to enhance relationships.
• Excellent customer service and physician orientation are critical personal characteristics of this position.
• Excellent organizational and communication skills, with the ability to handle multiple projects.
• Experience in Electronic Health Record (EHR) systems or population health systems is preferred.
• Experience in data analytics comprehension, strong analytical and critical thinking skills, and ability to infer trends and identify areas of opportunity.
• Excellent verbal and written communication skills; experience leading multi-stakeholder or business development meetings; experience giving presentations to panels and large groups.
• Experience with Salesforce and other customer communication tracking tools.
• Basic understanding of production software databases preferred.
• Self-motivated with the ability to take the initiative and work with minimal supervision. Ability to prioritize tasks and meet deadlines.
• Desire to work collaboratively across internal teams.
• Ability to work under pressure, prioritize responsibility, and multi-task effectively.
• Proficiency in Microsoft Office business applications 
• Ability to work in a fast-paced environment and hit the ground running.

Certificates/Licenses/Clearances

• Successful clearance of background and reference check.

PHYSICAL DEMANDS

Stand     Frequently

Walk     Frequently

Sit             Frequently

Handling / Fingering    Occasionally

Reach Outward     Occasionally

Reach Above Shoulder Occasionally

Climb, Crawl, Kneel, Bend Occasionally

Lift / Carry Occasionally - Up to 25 lbs.

Push/Pull Occasionally - Up to 25 lbs.

See         Constantly

Taste/ Smell Not Applicable

 Not Applicable Not required for essential functions

Occasionally      (0 - 2 hrs./day)

Frequently    (2 - 5 hrs./day)

Constantly    (5 hrs./day)

WORK ENVIRONMENT

General Office Setting, Indoors Temperature Controlled.

APPLICATION PROCEDURES

Interested candidates should submit a resume and cover letter for consideration.  

EEOC STATEMENT

It is the policy of Heluna Health to provide equal employment opportunities to all employees and applicants, without regard to age (40 and over), national origin or ancestry, race, color, religion, sex, gender, sexual orientation, pregnancy or perceived pregnancy, reproductive health decision making, physical or mental disability, medical condition (including cancer or a record or history of cancer), AIDS or HIV, genetic information or characteristics, veteran status or military service.

Salary : $130,000 - $160,000