Client Success Manager

Summary

Waystar is a company that helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. The Client Success Manager will deliver and advise on best practice workflow, provide proactive service, and establish strong relationships with clients to improve their health and satisfaction.

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

Skills

• 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
• Subject 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
• Excellent phone and presentation skills
• Ability and willingness to travel up to 25% of the time to client sites, corporate meetings, and conferences/seminars
• Hands on experience with PM/HIS systems preferred (e.g. Epic, Cerner, etc.)
• SQL experience/knowledge strongly preferred

Qualifications

Must Haves

• 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
• Subject 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
• Excellent phone and presentation skills
• Ability and willingness to travel up to 25% of the time to client sites, corporate meetings, and conferences/seminars

Nice to Haves

• Hands on experience with PM/HIS systems preferred (e.g. Epic, Cerner, etc.)
• SQL experience/knowledge strongly preferred

Benefits

• 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 match
• Pet insurance
• Employee resource groups