Client Success Manager - Hospital

The primary responsibilities for the Client Success Manager (CSM) are to create, deliver, and actively manage client success plans to ensure the satisfaction and retention of the assigned customer base. The CSM serves as the primary point of contact for all assigned customers for the duration of that customer’s relationship with Azara. The CSM ensures delivery of Azara’s products and services, which creates value for the customer and results in a satisfying partnership with that customer.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

Core duties of the Client Success Manager include the following:

• Execute on the Azara Client Success Model for assessment, design, and connection of Azara’s solutions with the needs and opportunities of the customer to meet and exceed operational and financial results
• Serve as the primary point of contact for assigned hospital clients, ensuring high levels of satisfaction, engagement, and retention from implementation through ongoing utilization of the platform
• Develop product knowledge and skills relative to specific role that supports basic application demonstration to end users.
• Drive superior adoption of all Azara’s solutions (products and services) from the user level to the executive management team to qualify and quantify all customer outcomes
• Manage communication to clients on all escalated support issues, working to resolve those specifically owned by CSM within defined internal service levels
• Ensure contract milestones and product and services performance measures are met at all times
• Work with the product team to support and integrate new product releases, versions or other rollouts to the customer with minimal disruption
• Participate as needed to drive community and market awareness of the Azara brand, outcomes success stories, capabilities, and initiatives including conferences, exhibitions, seminars, or other
• Acquire current, relevant domain knowledge of various healthcare information technologies and national commercial industry data to create value for Azara and its customers
• Work collaboratively across the Azara Healthcare Organization

QUALIFICATIONS

Education:

Bachelor’s degree required; MBA preferred

Experience:

Minimum of 5 years of client services or account management experience in a healthcare company.

Knowledge and Skills:

• Demonstrated experience and knowledge of hospital (inpatient and outpatient) operations, preferably quality management, care coordination, and some clinical workflows
• Demonstrated passion to work in a “start-up or early stage” company wearing many “hats” to build and participate in the future
• Excellent analytical, written and oral communication skills required
• Excellent organizational, problem solving, and inter-personal skills required
• Ability to work independently, set priorities, and multi-task to meet many objectives 
• Ability to travel is required.