Customer Success Manager

Customer Success Manager

Brightree is a wholly owned subsidiary of ResMed. When you work at Brightree, it's more than just a job. You'll be part of a team that's driving innovation and leading the way in cloud-based patient management software.

The technology allows us to provide the tools for better outcomes but at our heart, we're really about people. We strive to positively impact our customers' businesses and the lives of patients every single day.

Brightree Resupply has the 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.

Utilizing broad knowledge of Brightree Resupply products and services, the Customer Success Manager uses independent judgement to assess resupply business processes and feature adoption to develop prioritized recommendations that will improve customer efficiency, increase ROI and drive overall success of resupply outcomes. The Resupply Success Manager proactively engages with the customer to identify challenges, recognize opportunities, and offer insights and solutions using company best practices. The Resupply Success Manager should be a dedicated individual with a desire to help our customers build a sustainable resupply business that will help deliver better patient care while optimizing revenue streams. Detail oriented to proactively identify and offer solutions to our customers to fully optimize and enhance their resupply business.

Team member should be customer service focused, self-motivating, analytical thinker, technically inclined, goal driven and be able to provide efficient customer service and support.

Responsibilities

• Be the first escalation point for high touch customer care, responding with urgency, clarity, competence, and swift fulfilment of all service requests.
• Takes ownership of client relationship for Brightree Resupply, ensuring timely communication and follow up.
• Through proactive issue resolution and appropriate escalation path processes, ensures achievement of quality and turnaround time service level agreements.
• Interfaces with appropriate team members and leadership to provide data-based process and actions necessary for identification and escalation of unresolved customer issues. Monitors and reports customer satisfaction levels to ensure compliance with service level agreements and issue resolution.
• Through proactive monitoring of the customer's financial results and operational processes, creates and implements ongoing action plans to achieve objectives.
• Proactively analyses key operational and performance data to identify trends and opportunities, providing expert advice, guidance, actionable tasks, and recommendations to the organization's business owners and end-users in order to improve the overall organization's resupply performance.
• Provide monthly resupply reviews using risk management analysis for complex Resupply business concerns, reviewing analytics data, workflow processes, system structures, and organizational functions to recommend process improvement solutions to optimize usage of software and services.
• Perform a high volume of manual data entry / data clean-up within our customer's databases, documenting and communicating findings and results effectively to the customer.
• Design and execute comprehensive client-specific optimization project / training plans for client end-users while adjusting for existing workflow processes.
• Develop and maintain loyal client relationships through exceptional high-level constant and consistent monthly, quarterly, and yearly based customer communications.
• Maintain extensive knowledge of both Brightree Connect and SNAP Resupply products / services as well as Resupply industry and regulatory changes.
• Identify expansion and cross sell opportunities that align with customers' short and long-term goals.
• Partner with internal Brightree Resupply managers and technical support resolving contractual questions / adherence, and service / system issues.

Qualifications and Experience

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! We commit to respond to every applicant.