What are the responsibilities and job description for the Customer Success Manager position at Unlimited Systems?
About Unlimited:
Unlimited Systems is a group of healthcare leaders, revenue cycle experts, tech gurus, and client success champions committed to simplifying revenue cycle management for specialty healthcare providers. For over two decades, we’ve been delivering market-leading technology solutions proven to help oncology and other specialties automate complex tasks, reduce unnecessary manual effort, and accelerate cash flow.
Recognized as a Cincinnati Top Workplace, we take pride in taking care of our people by ensuring everyone knows where we’re headed, how we’re getting there, and how to be part of the process. Each member of our team works with leading-edge technologies to maintain and support a full range of commercial software products deployed across our national client base. With Unlimited Systems you will have the opportunity to develop a solid understanding of healthcare technology and enhance your skills in customer relationship management, professional consulting, leadership, and healthcare software innovation. New Associate Customer Success Managers join our Customer Success department, a team of supportive and positive individuals who strive to exceed expectations with each customer interaction.
Minimum Qualifications:
- Bachelor of Business Administration degree or relevant field required
- Eligible to work in the United States without visa sponsorship
Candidate Attributes:
- Interest in healthcare technology
- Understands the big picture and has strategic perspective that goes beyond short-term outcomes
- Adept at directing customers and managing employees at all levels of the business
- Takes responsibility for their actions and outcomes; is proactive and accountable to others
- Always prepared and doesn’t get hit with surprises; does the preparation work that others skip
- Great listener who engages with others’ ideas in a thoughtful, comprehensive way
- Continuously invests in their skills and knowledge development
- Trustworthy and easily earns and deserves the trust of customers and colleagues
- Problem solver that hustles to find a solution; willing to roll up their sleeves to get the job done
- Proven track record of producing outstanding results
- Confident presenter who commands attention and inspires action
- Dedication to creating positive client relationships and experiences
- Exceptional verbal and written business communication skills
- Strong organizational skills, able to use time and resources efficiently and effectively
- Engages in conflict resolution with a balance of empathy and accountability
- Defines success collectively and places higher value on achieving team goals over status and ego
Responsibilities of the Customer Success Manager Include:
- Increases customer satisfaction, loyalty, and advocacy
- Establishes and builds strong working relationships with business leaders at all levels
- Monitors and analyzes customer data, financial metrics, and service metrics to proactively identify trends and create solutions to intervene on clients’ behalf
- Works with project teams to uncover and avoid problems during the client onboarding process
- Gathers feedback and recommendations from customers to help develop new product features
- Hosts standing calls with clients to report on system performance, service level and special initiatives
- Coordinates ongoing communication of best practices, solutions, and software enhancements to clients
- Leads client escalations to resolution, responding with a standardized escalation process
- Acts as an escalation point for internal teams and assists with client-facing communication
- Leads both customers and internal executives and managers on key initiatives
- Travel up to 25%
Compensation Plan:
- Full-time position – base salary commensurate with skills/experience plus travel incentive(s)
- Structured annual bonus program
- Company matching 401(k)
- Health and Dental insurance premiums paid in full by Unlimited Systems
Perks:
- Recognized Top Workplace
- Hybrid work environment – primarily work from home with intermittent in-office touchpoints
- Professional training opportunities
- Fun team-building and community involvement activities
- Modern office with company provided beverages
- Fitness, entertainment, dining, and shopping options near office headquarters
Unlimited Systems is a drug-free and non-smoking work environment. We require a background check and initial/random drug screening for all members of our professional staff. To learn more about our company, services, and products, visit www.unlimitedsystems.com.