Senior Manager, ReSupply Customer Success

You could say Brightree by ResMed is a technology company. And that's true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry. Brightree helps streamline processes, improve efficiency, and increase profitability. For over fifteen years, organizations big and small have put their trust in us-for our wide-ranging solutions, our leadership, and our unmatched customer service. Going to work each day and creating new ways to positively impact our customers' businesses and the lives of patients is just what we do. Because Brightree is, after all, about people.

To learn more about Brightree technology and solutions watch this short video by our CEO: https://www.brightree.com/whychoosebrightree

Brightree Resupply has leading set of software solutions for ongoing patient resupply in the durable medical equipment industry. Our dynamic team coupled with our cutting-edge technology solutions allow us to deliver world class service offerings and make the Brightree Resupply a suite of solutions unique in the marketplace.

The Sr. Manager, ReSupply Customer Success manages a team of ReSupply Success Managers and routinely collaborates with customers and internal stake holders to evaluate clients' business needs and outcomes. In this role, the Sr. Manager uses data and demonstrates the ability to understand unique challenges, identify opportunities and offer insights and effective solutions using company best practices. Brightree Resupply Success Managers align with key stakeholders on top priority initiatives by providing ongoing insights, recommendations, and best practices to support their Resupply programs and goals. Utilizing deep knowledge of Brightree Resupply products and services in conjunction with broad expertise in the Resupply business, the Sr. Manager uses independent judgement to assess complex business processes and develop prioritized recommendations that will improve customer efficiency, increase ROI and drive overall success of ReSupply outcomes.

Let's talk about the role:

• Manage a team of ReSupply Success Managers.
• Oversees $25 million annual Brightree Resupply revenue
• Manage team member development and identify growth opportunities.
• Foster excellent communication between team members across the organization
• Ensure timely action is taken to resolve issues related to client performance.
• Mentor and grow team of ReSupply Success Managers
• Communicate performance and productivity across Brightree ReSupply.
• Be the escalation point for high touch client concerns.
• Effectively communicate with Sr. Director, ReSupply Customer Success and proactively identify resupply operational challenges.
• Engage with customers' executive leadership to align on business goals, improvement priorities and success strategies.
• Identify expansion and cross sell opportunities that align with customers' short and long-term goals.
• Work autonomously to manage ongoing internal and external communication and projects across multiple customers simultaneously to ensure customer satisfaction and retention.
• Maintain extensive knowledge of Brightree Resupply products/services as well as industry and regulatory changes.

Let's talk about you:

• Minimum of 5 years of related experience
• Preferred 4 years of experience in HME industry.
• Four-year college degree in business, finance, communications, or a relevant discipline; or equivalent experience to communicate effectively with corporate officials.
• Minimum 5 years of experience in business process improvement
• Minimum 3 years of experience using the Brightree Resupply business management solutions.
• Proven track record managing a team of 6 plus people.
• Demonstrated success in partnering and maintaining ongoing relationships with executive leadership including ability to present and effectively communicate prioritized recommendations that will improve customer efficiency, increase ROI, and drive overall adoption of Brightree Resupply.
• Exceptional consultative and communication skills with a keen attention to detail while handling multiple priorities.
• Knowledge of software implementations, system workflows and industry best practices
• Broad soft skills including effective communication, active listening, conflict resolution, problem-solving, dependability and leadership skills.
• Proficient in MS Excel, MS Word, MS PowerPoint, and MS Outlook
• Ability to work in a fast-paced, collaborative environment with the ability to own areas of the customer life cycle with minimal supervision.
• Extensive Brightree experience highly preferred
• 4+ years of experience in customer success or account management role with a focus on diagnosing, diffusing, and resolving customer escalations preferably with national, multi-product or large regional accounts.
• Highly organized with the ability to manage and drive change.
• Skilled in process analysis and improvement with demonstrated business benefits.

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Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!