Customer Success Manager

About Rhapsody:

Healthcare is innovating and you can be a part of it! Getting data from one provider to another, or from a provider to a health insurance company, is harder than it should be. Our mission is to change this – to accelerate innovation by easing the data access burden. Imagine developing solutions that accelerate digital transformation. This is what we do at Rhapsody. By providing data exchange and data quality solutions that enable information - such as patient visit details, lab results, and billing balances– to move seamlessly from one system to another. Whether building an application or using one, every piece of the health ecosystem needs Rhapsody as a foundation.

Most people will not ever see our products (that's how infrastructure works) and services during a medical visit. Our solutions run behind the scenes, and you can think of them as the central nervous system helping to move data to accelerate innovation and improve outcomes. If using your knowledge to help solve this important problem sounds rewarding, apply today at rhapsody.health

What we have to offer you:

• Comprehensive benefits package on day 1 (medical, dental, vision, life, disability)
• 401k with a generous company match
• Unlimited PTO, sick time & volunteer days
• An innovative, inclusive, and fun work environment
• Continuous learning and development opportunities

Position Summary

The Customer Success Manager (CSM) will play a pivotal role in ensuring customer satisfaction and driving long term business relationships. The CSM will be responsible for overseeing a bulk list of our Digital Success Customers. You will develop strong customer relationships using your product knowledge of Rhapsody's Interoperability suite of Rhapsody and Corepoint Integration, NextGate Identity and Semantic Terminology products to deliver exceptional value to our customers while also providing seamless customer service.

Job Responsibilities

• Partner with Marketing on a regularly scheduled, proactive outreach to targeted customers (250-300).
• Meet with customers as requested to establish a communication channel and build relationships.
• Proactively identify and address customer needs and pain points ensuring successful adoption and utilization of the Rhapsody Suite of products.
• Create agendas and capture detailed meeting notes for each formal customer interaction.
• Contribute to and monitor customer health scores while proactively identifying problematic customers that require attention.
• Monitor usage of the product along with capturing version of software during customer discussions.
• Monitor customer interactions and feedback results: this includes customer support tickets, CSAT submissions, NPS scores and KLAS surveys.
• Partner with Product Management to deliver updates on product advancements and product roadmaps.
• Partner with Finance and the Commercial Team on timely outreach on upcoming renewals for assigned customers.
• Proactively manage customer renewal processes, ensuring timely and efficient renewal negotiations.
• Develop monthly plan of upcoming renewals 60-days prior to term of renewal date.
• Identify upsell and cross-sell opportunities to increase customer value and revenue.
• Serve as a customer advocate, providing feedback to Product Management and Engineering to help improve the Rhapsody Suite of products.
• Identify opportunities with the Marketing Team for customer testimonials, speaking engagements, references and case studies.

Job Requirements

Education:

• Bachelor’s Degree or equivalent preferred.

Experience:

• 5+ years of experience in a Healthcare IT and/or Customer Success Management/Account Management related role in technology.
• Knowledge of the healthcare IT market in the U.S. is preferred.
• Salesforce experience is preferred.

Skills:

• Proven track record of successfully managing transactional accounts renewals and upsell opportunities.
• Highly motivated with a winning attitude, thrives in a team environment.
• Proven problem solving and analytical skills to interpret performance and customer feedback.
• Ability to effectively manage time and prioritize responsibilities according to business requirements.
• Experience in developing relationships both with customer and internal teams.
• Excel in a fast-paced environment with the ability to multitask and follow up with multiple customers each day.
• Superior communication skills with the ability to speak, write, and present clearly and effectively.
• Open to flexible work hours. You may need to manage customers outside of your time zone.

Rhapsody provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.