ResMed
Senior Customer Success Manager
ResMed, Minneapolis, Minnesota, United States, 55400
You could say Brightree by ResMed is a technology company. And that’s true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry. Brightree helps streamline processes, improve efficiency, and increase profitability. For over fifteen years, organizations big and small have put their trust in us—for our wide-ranging solutions, our leadership, and our unmatched customer service. Going to work each day and creating new ways to positively impact our customers’ businesses and the lives of patients is just what we do. Because Brightree is, after all, about people.To learn more about Brightree technology and solutions watch this short video by our CEO:
Brightree VideoLet's talk about the team:
The Brightree Customer Success Team is responsible for driving consistent customer value through adoption of Brightree products and services. Customer Success Managers align with key stakeholders on top priority initiatives by providing ongoing insights, recommendations, and best practices to support their goals. This team contributes to our overall mission of changing 250 million lives by 2025 by optimizing HME operations and allowing our customers to focus on patient care.Utilizing deep knowledge of Brightree products and services in conjunction with broad expertise in the mechanics of running an HME business, the Senior Customer Success Manager uses independent judgement to assess complex business processes and develop prioritized recommendations that will improve customer efficiency, increase ROI and drive overall adoption of Brightree and reduce churn. The Senior Customer Success Manager routinely collaborates with the customer to evaluate diverse issues or data and demonstrates the ability to understand unique challenges, identify opportunities and offer insights and effective solutions using company best practices.Let's talk about the role:
Engage with customers’ executive leadership to align on business goals, improvement priorities and success strategiesProactively monitor key performance and risk indicators for assigned accounts and manage escalations through creation and utilization of an action planWork autonomously to manage ongoing internal and external communication and projects across multiple customers simultaneously to ensure customer satisfaction and retentionIdentify expansion and cross sell opportunities that align with customers’ short and long-term goalsDesign, lead and document onsite annual business reviews, quarterly business reviews and monthly status meetings that add value to the customerIndependently identify risk and use sound judgement to properly escalate customer issues and barriers to continued successMaintain extensive knowledge of Brightree HME, Resupply and Pharmacy solutions as well as industry and regulatory changesResearch, diagnose and resolve basic and complex customer questions or problems on site, over the telephone or through electronic communicationCreate and present relevant content to existing and potential customers at tradeshows and other industry eventsFacilitate working sessions with customers to understand and document business and technical requirements for improved functionality in the Brightree system.Let's talk about you:
Minimum 8 years of experience in HME and resupply operations managementFour-year college degree in business, finance, IT or a relevant discipline; or solid finance and accounting skills to communicate effectively with corporate officials.Minimum 4 years of experience in business process improvementMinimum 2 years of experience using the Brightree business management solutionDemonstrated success in partnering and maintaining ongoing relationships with executive leadership including ability to present and effectively communicate prioritized recommendations that will improve customer efficiency, increase ROI and drive overall adoption of BrightreeExceptional consultative and communication skills with a keen attention to detail while handling multiple prioritiesKnowledge of software implementations, system workflows and industry best practicesBroad soft skills including effective communication, active listening, conflict resolution, problem-solving, dependability and leadership skillsProficient in MS Excel, MS Word, MS PowerPoint and MS OutlookAbility to work in a fast-paced, collaborative environment with the ability to own areas of the customer life cycle with minimal supervision.Solid understanding of medical insurance billing and the reimbursement relationships between patients, providers, and insurance carriers.50-60% domestic travel required4+ years of experience in customer success or account management role with a focus on diagnosing, diffusing, and resolving customer escalations preferably with national, multi-product or large regional accounts2+ years Infusion pharmacy experienceHighly organized with the ability to manage and drive changeSkilled in process analysis and improvement with demonstrated business benefitsJoining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!
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Brightree VideoLet's talk about the team:
The Brightree Customer Success Team is responsible for driving consistent customer value through adoption of Brightree products and services. Customer Success Managers align with key stakeholders on top priority initiatives by providing ongoing insights, recommendations, and best practices to support their goals. This team contributes to our overall mission of changing 250 million lives by 2025 by optimizing HME operations and allowing our customers to focus on patient care.Utilizing deep knowledge of Brightree products and services in conjunction with broad expertise in the mechanics of running an HME business, the Senior Customer Success Manager uses independent judgement to assess complex business processes and develop prioritized recommendations that will improve customer efficiency, increase ROI and drive overall adoption of Brightree and reduce churn. The Senior Customer Success Manager routinely collaborates with the customer to evaluate diverse issues or data and demonstrates the ability to understand unique challenges, identify opportunities and offer insights and effective solutions using company best practices.Let's talk about the role:
Engage with customers’ executive leadership to align on business goals, improvement priorities and success strategiesProactively monitor key performance and risk indicators for assigned accounts and manage escalations through creation and utilization of an action planWork autonomously to manage ongoing internal and external communication and projects across multiple customers simultaneously to ensure customer satisfaction and retentionIdentify expansion and cross sell opportunities that align with customers’ short and long-term goalsDesign, lead and document onsite annual business reviews, quarterly business reviews and monthly status meetings that add value to the customerIndependently identify risk and use sound judgement to properly escalate customer issues and barriers to continued successMaintain extensive knowledge of Brightree HME, Resupply and Pharmacy solutions as well as industry and regulatory changesResearch, diagnose and resolve basic and complex customer questions or problems on site, over the telephone or through electronic communicationCreate and present relevant content to existing and potential customers at tradeshows and other industry eventsFacilitate working sessions with customers to understand and document business and technical requirements for improved functionality in the Brightree system.Let's talk about you:
Minimum 8 years of experience in HME and resupply operations managementFour-year college degree in business, finance, IT or a relevant discipline; or solid finance and accounting skills to communicate effectively with corporate officials.Minimum 4 years of experience in business process improvementMinimum 2 years of experience using the Brightree business management solutionDemonstrated success in partnering and maintaining ongoing relationships with executive leadership including ability to present and effectively communicate prioritized recommendations that will improve customer efficiency, increase ROI and drive overall adoption of BrightreeExceptional consultative and communication skills with a keen attention to detail while handling multiple prioritiesKnowledge of software implementations, system workflows and industry best practicesBroad soft skills including effective communication, active listening, conflict resolution, problem-solving, dependability and leadership skillsProficient in MS Excel, MS Word, MS PowerPoint and MS OutlookAbility to work in a fast-paced, collaborative environment with the ability to own areas of the customer life cycle with minimal supervision.Solid understanding of medical insurance billing and the reimbursement relationships between patients, providers, and insurance carriers.50-60% domestic travel required4+ years of experience in customer success or account management role with a focus on diagnosing, diffusing, and resolving customer escalations preferably with national, multi-product or large regional accounts2+ years Infusion pharmacy experienceHighly organized with the ability to manage and drive changeSkilled in process analysis and improvement with demonstrated business benefitsJoining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!
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