You Belong at Greenway
Bring your best and truest self. We celebrate what makes us different and what brings us all together. At Greenway Health, we are committed to an inclusive environment and a culture of belonging as we pursue our purpose of healthier communities, successful providers, and empowered patients. We are united in our goal to build the future of healthcare technology. Join us.
The Customer Success Advisor’s main goal is to drive success for our clients and customers. This role owns the customer relationship and retention of our customers and clients.
Essential Duties & Responsibilities
Define and track short- and long-term goals in partnership with customer
Account plans created/maintained with scorecard (demonstrating success)
Proactive outreach, bi-weekly or weekly outreach based on established department protocols
Quarterly or semi-annual business reviews based on established department protocols
Develop and build deep relationships across multiple client stakeholders
Understand overarching risk and manage retention efforts
Ensure thorough documentation of customer activities
Drive customer adoption of newly introduced and implemented software and services
Facilitate or deliver product education
Obtain product feedback and share with product team
Own and ensure the necessary customer communications
Regularly share Greenway Strategic and product vision
Manage Executive Sponsor program
Generate sales leads and provide renewal leadership
Champion customer success on regulatory program awareness and advocacy
Ensure hardware, software, and version adoption to supported and/or n-1 version where appropriate
Prevent escalations but when they occur, own the oversight and coordinate resolution
Leverage survey feedback and follow-up/action plan to improve sentiment
Work closely with the Revenue Cycle Team to ensure GRS success
Acts as quarterback and voice of client for all concerns and issues to resolution
Utilize Greenway established Standards
Accountable for Key Performance Indicators (KPIs) for assigned clients
Education and Experience
High School Diploma/GED
Bachelor’s degree or equivalent work experience
Three (3)+ years’ experience managing customer accounts
Skills, Knowledge, and Abilities
Keen understanding of Greenway solutions and how they fit into ambulatory care space based on customer’s needs
Strong Industry, regulatory, and product knowledge
Specialty acumen and commitment to continuous education
Ability to clearly articulate business issues and solutions and negotiate at a senior management level
Ability to provide internal transparency on the needs of the customer
Excellent listening, communication, and presenting skills
Change agent across verticals, being agile in an ever-changing industry
Help facilitate and adopt change internally and externally
Ability to prioritize and manage multiple high priority projects simultaneously
Strong delegation skills (internal and external)
Accountability driver (internal and external)
Adapt to modernization of tools to communicate with clients
Excellent interpersonal skills and able to work with a variety of personality types
Ability to identify cross-sell opportunities
Work Environment/Physical Demands
While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday
This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as in-coming and out-going communications via the computer and/ or mobile devices.
The role necessitates the ability to listen and speak clearly to clients and other associates
Must be able to work in a fast-paced work environment
Here’s what we can offer you in exchange for your amazing work:
Competitive pay
Medical, dental and vision benefits
Matching 401(k)
Generous paid time-off programs
Education reimbursement
Growth potential for your career
Corporate discounts
At Greenway, we strive to imagine, empower, engage, and inspire. Join us!
To learn more about Greenway, take a video tour of our office, and meet our employees, visit us at www.GreenwayHealth.com/careers.
Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, gender, national origin, sexual orientation, disability, or veteran status.
If you are a Colorado resident, please email us at [email protected] to receive compensation and benefits information for this role. Please include the Job ID in the subject line of the email.
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