Senior Client Success Manager (Remote)

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

At Availity, we're not just another Healthcare Technology company; we're pioneers reshaping the future of healthcare! With our headquarters in vibrant Jacksonville, FL, and an exciting office in Bangalore, India, along with an exceptional remote workforce across the United States, we're a global team united by a powerful mission.

We're on a mission to bring the focus back to what truly matters - patient care. As the leading healthcare engagement platform, we're the heartbeat of an industry that impacts millions. With over 2 million providers connected to health plans, and processing over 13 billion transactions annually, our influence is continually expanding.

Join our energetic, dynamic, and forward-thinking team where your ideas are celebrated, innovation is encouraged, and every contribution counts. We're transforming the healthcare landscape, solving communication challenges, and creating connections that empower the nation's premier healthcare ecosystem.

As a Sr. Client Success Manager (Sr. CSM), you will serve as a trusted advisor to premier RCM clients driving revenue retention, product adoption, consultative relationship management, customer satisfaction, and operational success. The Sr. CSM must be adept in developing strong client relationships at all levels of the client organization to drive operational success, define and track success metrics, identify opportunities to implement best practices and increase ROI using Availity solutions with some of our most high-profile clients. In this role, you are expected to demonstrate strong leadership skills within the Client Success Management team and demonstrate an expert level of all CSM functions.

To be qualified for this position you have:

• Bachelor's degree or equivalent work experience.
• 4+ years of revenue cycle management/billing experience or patient access experience in a healthcare setting.
• Experience in inpatient and outpatient billing procedures, business rules and processes.
• 2+ years' experience in client success management having developed effective client success plans that clearly identify the clients' goals/objectives, outline of tasks or processes, measurements of progress, and measurable outcomes that prove value, such as revenue growth, reduced churn rate, improved operational processes, improved customer satisfaction, or increased product adoption.
• Experience in managing software upgrades in a revenue cycle or hospital environment. Working knowledge of practice management software applications or equivalent technical experiences with software implementations.
• Understanding of industry trends.
• Proficient experience with Microsoft suite of products (i.e. Word, Excel, PowerPoint, Teams). Strong understanding of creating pivot tables. Strong understanding of creating PowerPoints.

What will set you apart:

• Demonstrated experience working in customer life cycle.
• Demonstrated success with retaining clients and growing revenue in SaaS client base over 100k per year.
• Proven experience finding, building, and fostering strong relationship with executives and decision makers.
• You are a strong advocate for the client - their satisfaction is always top-of-mind.
• Capable of overcoming obstacles and challenges while also putting a plan in place to mitigate them long term.
• Proven success in improving NPS and decreasing churn through client success management techniques.
• Provide actionable feedback to clients or within the team that results in a positive business outcome.
• Demonstrated ability to communicate analysis, including trends and opportunities, to leadership and stakeholders.
• You are articulate, assertive and persuasive with the ability to adapt communication style and approach to audiences at all levels.
• Proven problem-solving skills, including balancing multiple priorities, and addressing team and/or prioritization conflicts.
• Ability to work independently and be resourceful when confronted with ambiguity.
• Strong change management knowledge and/or experience.
• Effective organizational skills and attention to detail, and ability to prioritize/organize/multitask and meet multiple deadlines.
• Proficiency with evaluating, benchmarking and improving business processes.

What you will be doing:

• Managing a portfolio of large, high-profile, or complex client accounts to foster revenue retention and growth, product adoption, customer success, and operational excellence through development of long-term business partnerships.
• Developing an in-depth understanding of the client's business and internal workflow.
• Developing relationships with primary contacts and stakeholders including executives, key decision makers, and influencers within the client's organizations. Understand clients' organizational goals, issues, and pain points and identify how Availity's services and solutions can help solve their most pressing problems to drive success.
• Providing expert insight and best practices to customize the client's product experience to improve utilization and optimize workflow.
• Developing robust client success plans, which includes recommendations, based upon analyses of the clients' business goals, operational workflows, and utilization trends.
• Conducting regular touch points, problem solving, and/or business operational meetings (Ability to travel up to 10-15% for client visits and meetings required).
• Conducting an annual business review of the client's key performance metrics, accomplishments, along with a prospective discussion concerning areas of focus, outlining a plan of action.
• Acting as Subject Matter Expert (SME) of a specific process or solution.
• Demonstrating qualities of good character. Mentor CSMs and other associates within the organization. Understanding the needs of the CSM team and work with management to develop skills and knowledge to promote client success.
• Leading initiatives to optimize team processes that drive revenue increase or cost savings.
• Participating in cross-functional initiatives or projects to drive efficiencies, revenue growth, and customer satisfaction.
• Acting as a client advocate when working with internal teams to ensure client requests are being met and issues are being researched and resolved.
• Completing department projects at management discretion.

Availity culture and benefits:

• Availity is a certified "Great Place to Work", a "Best Workplaces for Technology Companies", a "Best Workplaces for Women" and a "Best Workplaces for Millennials"!
• Culture is important to us and there are many ways for you to make your mark here!
• We have several Diversity & Inclusion teams and various ways to engage with fellow Availity associates. "AvaiLadies", "Beyond Black", "HOLA", "Availity Pride", "VetAvaility" a Young Professionals Group and "She Can Code IT" a group for women in tech are some of the groups you can get involved in.
• Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too!
• We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one!
• We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.
• Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.
• Interested in furthering your education? We offer education reimbursement!
• Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.
• Want to work for an organization that gives back to the community? You're at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign.

Next steps:

After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process.

Interview process:

• Recruiter Resume Review
• Recruiter Interview
• Manager Video Interview
• Panel Video Interview
• Final Interview

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify.

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