Customer Success Manager

This job posting is no longer active.

Description

Introduction

Last year our HCA Healthcare colleagues invested over 156,000 hours volunteering in our communities. As a(an) Customer Success Manager with Work from Home you can be a part of an organization that is devoted to giving back!

Benefits

Mobile Heartbeat, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
  
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
  
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
  
• Family support through fertility and family building benefits with Progyny and adoption assistance.
  
• Referral services for child, elder and pet care, home and auto repair, event planning and more
  
• Consumer discounts through Abenity and Consumer Discounts
  
• Retirement readiness, rollover assistance services and preferred banking partnerships
  
• Education assistance (tuition, student loan, certification support, dependent scholarships)
  
• Colleague recognition program
  
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
  
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

Would you like to unlock your potential with a leading healthcare provider dedicated to the growth and development of our colleagues? Join the Mobile Heartbeat family! We will give you the tools and resources you need to succeed in our organization. We are looking for an enthusiastic Customer Success Manager to help us reach our goals. Unlock your potential!

Job Summary and Qualifications

  At Mobile Heartbeat™, improving the way clinical professionals communicate and collaborate is a calling. We’re seeking talented, creative professionals who feel the same way. We’re a leading clinical communication and collaboration company with the goal of driving collaborative care and positive patient outcomes throughout the healthcare enterprise. The original platform, MH-CURE®, enables every role in every unit, department, and facility to communicate with context, which streamlines clinical workflows, accelerates decision-making and - most importantly - improves patient care. The Banyan™ Platform is a cloud-hosted communication solution that powers modular capabilities and services to streamline care coordination across the healthcare continuum. The applications on the Banyan Platform provide reliable and scalable ways for clinicians to reach the right colleague with the right information, instantly. Hundreds of thousands of nurses, physicians, and allied health workers at the largest, most complex healthcare systems in the United States rely on Mobile Heartbeat to power their communications.  

Mobile Heartbeat® is a clinical communication and collaboration company. We aim at driving positive patient outcomes throughout the healthcare enterprise. The MH-CURE platform enables all roles in every department to communicate with context. The platform streamlines clinical workflows. It accelerates decision-making, and improves patient care. Mobile Heartbeat delivers a new ecosystem of communication to the healthcare setting. A well-connected care team insures optimal patient care. Mobile Heartbeat operates as an indirect, wholly owned subsidiary of HCA Healthcare.

 Job Overview 

The Customer Success Manager is responsible for engaging with our customers to support our overall strategy for customer satisfaction and retention. They will interface directly with our customers to understand their desired outcomes using our products and work cross-functionally with our internal teams to deliver the customer’s expectations. They will engage with our customers, building and maintaining excellent clinical and technical relationships with customers. They will facilitate relationships between our company’s leadership and customer leadership. They will be able to synthesize customer status and share in meaningful ways with a variety of audiences within the company and with our partners, clearly identifying where we’re successful and where we can improve.

 Our Implementation and Delivery teams will transition customers post-implementation to our Customer Success Team, and our Customer Success Manager will work with our support team to ensure that any customer issues, questions, or comments are handled rapidly and professionally. Any significant issues will be escalated promptly to the appropriate team and made visible to leadership. They will also work with our sales team to realize new revenue opportunities within the existing customer base. As Mobile Heartbeat releases new products and capabilities, the Customer Success Manager will drive adoption of these with customers and ensure that we measure usage and provide continuous feedback within our company. The team will also ensure optimized use of all existing capabilities, while tracking any expectation gaps the customer may have. To be successful in this role you will need to be a driven individual with great attention to detail, people skills and exceptional communication. 

The ideal candidate should be comfortable presenting in front of a large audience and have the ability to build relationships with healthcare executives and frontline clinical and technical staff. At Mobile Heartbeat, the Implementation & Delivery Team, Solutions Team, Customer Success Team, and Support Team work closely together to make our customers successful. The Customer Success Manager will work closely with their peers across all these teams. The Customer Success Manager will report to the Manager of Customer Success. This document was developed solely for the consideration of Mobile Heartbeat. It is not to be reproduced or distributed to personnel who are not employed or managed by Mobile Heartbeat without permission from Mobile Heartbeat personnel. 

Responsibilities 

• Track and manage customer satisfaction.
• Manage customer relationships and expectations to support high levels of customer retention.
• Customer & internal point of contact (POC) throughout customer journey to positively impact the customer’s experience with Mobile Heartbeat. 
• Escalation point for customer and internal customer team.
• Maintain strong customer relationships over the course of the customer’s journey.
• Identifies, socializes, and manages client risks in collaboration with project management, solutions engineers and Implementation Consultants. 
• Manage software release impact and dependencies on projects. • Investigates, tracks, escalates, and ensures resolution of customer support issues. • Understand and leverage our customer data to support optimization of usage. 
• Create and deliver targeted business reviews. 
• Product roadmap communication & enhancement request management.
• Ensure platform return on investment (ROI) is achieved, and customer is aligned with company key performance initiatives (KPIs).
• Identify expansion opportunities within installed base and align with the sales team to help drive revenue growth. 

Skills, Education and Experience

• 2-3 years in a similar or related role required, demonstrating a clear focus on customer success with complex applications.
• Healthcare experience strongly preferred, particularly in-hospital or acute care workflow related. 
• Experience working cross functionally to achieve goals. 
• Ability to maintain relationships with customer stakeholders. 
• Ability to communicate complex concepts to a wide range of audiences, including technical and non-technical customers.
• Ability to manage a robust customer portfolio. 
• Excellent interpersonal and written communication skills. 
• Superior analytical and problem-solving skills. 
• Experience with MS Office suite, Smartsheet, & Salesforce. This document was developed solely for the consideration of Mobile Heartbeat. It is not to be reproduced or distributed to personnel who are not employed or managed by Mobile Heartbeat without permission from Mobile Heartbeat personnel. 
• Ability to meet travel requirements of ~25%  

HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

Be a part of an organization that invests in you! We are reviewing applications for our Customer Success Manager opening. Qualified candidates will be contacted for interviews. Submit your application and help us raise the bar in patient care!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Apply