Location/Travel: This position is remote and will support clients in a designated region. An ability to travel up to 50% is required.
Opportunity:
The Client Success Manager (CSM) is the primary owner for a portfolio of accounts using the Get Well 360 consumer digital platform. The CSM is responsible for understanding their assigned clients strategic priorities, driving effective product utilization and delivering exceptional service, demonstrated through client satisfaction, renewal & growth.
Through effective, broad-based relationships with healthcare executives and staff, industry knowledge and institutional expertise, the CSM advises on opportunities to leverage the Get Well 360 platform and supports organizations in adopting digital tools and capabilities to transform their end-to-end consumer experience.
Internal applications due by Friday, June 7, 2024.*
Responsibilities:
Collaborates with VP and aligned Account Executives to support renewal and growth for the hospital and health system accounts in their assigned portfolio
Develops near and long term account plans for clients, ensuring their strategic priorities and measurements of success are central tenets
Collaborates with VP to create a strategic plan for ensuring broad executive sponsorship in leveraging GetWell technology, including IT/Digital Health, Clinical, and Patient Experience execs
Holds other Get Well departments and colleagues to their accountabilities and committed client timelines, elevating issues proactively as necessary to keep projects on track
Measures and tracks both leading and lagging indicators of success, with corrective measures instituted proactively. These include client satisfaction, utilization, outcome success (per Value Plan), retention without churn, and growth
Acts in a consultative role with clients, sharing GW best practices, client internal best practices, and directing the sequencing of low effort/high impact activities across the client life cycle, ensuring continuous satisfaction and value
Ensure that clients drive maximum value from their investment in Get Well and deploy the contracted scope
Cultivates publishable case studies (both qualitative and quantitative) while building a bench of referenceable clients
Coordinate timely communication of new product releases, launch plans, and product roadmap activities, tying participation requests to the goals of the organization. Stimulate facility/health system appetite to engage and participate in pilots and launches where indicated.
Support successful adoption of new product releases, ensuring the broadest implementation possible
Other duties as assigned
Requirements:
Ability to travel approximately 50% of the time
Bachelor’s degree required, business or public health background a plus
Experience in leading or coordinating training (training clinical staff preferred)
Familiarity with complex enterprise solutions (hardware, software and third party integrations both hardware and software), EMR or equivalent experience strongly preferred
Must be able to meet all client specific requirements, including immunizations and screening
Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations
U.S. citizenship or permanent residency required
About You:
A self-starter who thrives in an entrepreneurial, fast-paced environment
Exceptional motivator and communicator
Strong facilitation and influence skills, both internally and with clients
Ability to prioritize, multi-task, and perform effectively under pressure
Data driven with strong ability to glean metrics, create reporting, and present out on the meaning of the data
Previous project management experience preferred
Previous experience in a clinical setting, with direct experience in hospital operations and/or clinical experience a plus
Flexibility in schedule required, including working occasional weekends and evenings as required
About Get Well:
Get Well empowers the communities you serve to take control of their healthcare journey. With the Get Well 360 Platform, healthcare organizations can now deliver consumer-centered experiences that build lifelong loyalty while deepening patient relationships, improving clinical quality, and growing market share. Each year, we empower organizations to activate, engage, and retain millions of patients. Learn more at
The estimated pay scale for this position is between $80,000 and $90,000 in base salary, plus bonus potential. Base salary is dependent upon many factors including, but not limited to, education, experience, and skills and this range is subject to change and may be modified in the future. In addition to compensation, Get Well offers a comprehensive benefit package, 401K and incentive plans, open paid-time away, paid leave programs, wellness reimbursement, cell phone subsidy, peer recognition programs, health advocacy and employee assistance programs, pet insurance, and so much more.
Get Well is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Internet Publishing
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