Client Success Manager (Finance)

Healthcare's helping hand.

CHG shook things up in 1979 by inventing the locum tenens staffing model. We connect doctors with patients who need their care. As the largest physician staffing firm in America, our providers treat millions of patients each year.

Our industry is growing and demand is high. This means you'll have plenty of opportunities to grow and develop in your career. Keeping healthcare healthy can be as fun as it is rewarding

The Client Success Manager is responsible for ensuring the implementation and utilization of CHG Connect at CHG. This includes c ollaborating internally with teams such as product, app support, delivery, implementation, and others to effectively resolve and enhance the experience for all users. The Client Success Manager supports the Director of Client Success to ensure all user satisfaction through ongoing development and adoption of the technology. They will identify opportunities for Connect's success, track metrics, support internal alignment and train ECS on CHG Connect.

Responsibilities:

• Collaboration
  • Partner with the Director of Client Success to drive success in Connect throughout CHG
  • Works with ECS AM team to ensure a successful process is followed including but not limited to - implementing, gathering feedback and adoption of the tool
  • Maintain regular communication of CHG Connect to ECS
  • Drive a seamless user experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions
  • Manage customer relationships and escalations, including high severity requests, with a focus on solving business problems and creating value through CHG Connect
• CHG Connect Effectiveness
  • Partner with Director of Client Success on CHG Connect on feature enhancement, prioritization and new thinking that enables continuous development and improvement
  • ECS liaison with CHG Connect Delivery team to ensure features are being prepared to integrate successfully into CHG and the primary point of accountability for ECS with delivery
  • Primary point of escalation for CHG Connect on any performance issue to Director to timely & effectively resolve issues for all users
  • Promote new thinking and contribute to product planning, providing a point of view for clients and ECS
  • Continuous engagement with internal stakeholders ensuring any business risks are identified as early as possible and devise action plans to prevent and/or overcome
  • Inspire confidence and drive utilization of CHG Connect through education and strategy sessions to ensure the customer is successful in their adoption of CHG Connect
  • Clearly understands and communicates value proposition of CHG Connect and promotes it internally and externally.
• Training
  • Partner internally to develop and maintain training and ongoing education series for CHG Connect users to drive adoption and utilization. Including, but not limited to internal and external education.
  • The primary POC to maintain the ECS Connect training library
  • Identify opportunities to enhance CHG Connect training
  • Provide customer education on how to use CHG Connect to solve business challenges
  • Increase feature adoption of CHG Connect by positioning new features to enhance current and new features
• Analytics
  • Prioritizes complex CHG Connect challenges where analysis of situations or data requires an in-depth evaluation of contributing factors
  • Monitor and send out regular analytics to ECS and key stakeholder
  • Analyze data for opportunities to enhance CHG Connect utilization
  • Identify opportunities for additional training based on analytics
• Connect Subject Matter Expert
  • Maintain a deep knowledge about CHG Connect
  • Understand and commit fully to the vision and future of Connect
  • Promote the utilization of Connect through an expert knowledge of how Connect can drive business and improve efficiencies
  • Provides solutions to a diverse range of moderately complex problems
• Account Management engagement with CHG Connect
  • Partner with Account Management team to increase utilization of CHG Connect
  • Track and report internal and external utilization of CHG Connect
  • Consult internally regarding future client integration opportunities
  • Develop and support Account Management to increase positive experience for all clients
• Daily Business Acumen
  • Demonstrate service excellence
  • Exceptionally organized at managing priorities for responsibilities and goals and able to communicate professionally and effectively
  • Represent the organization internally in a variety of professional settings to promote the value of CHG Connect
  • Clarify and resolve problems while maintaining strong internal relationships
  • Facilitate calls and meetings
  • Go above and beyond to understand user needs and then exceed their expectations
  • Drive effective communication with all sales and business partners to ensure maximum deliverability, grow market share to exceed sales goals
  • Hold yourself accountable for meeting commitments and seeing results
• Contribute to a positive culture that fosters continuous process improvement and provide insight with best practices
• Be an example of someone who lives the CHG Core Values at all times

Qualifications:

• General understanding of technical requirements needed to implement and scale utilization of technology
• Comfortable managing ambiguity and highly solutions oriented
• Strong relationship building skills
• Creativity is key in developing new processes, solving problems, and ensuring accountability
• Ability to manage multiple projects and process changes as priorities shift
• Exceptionally detail oriented
• Highly skilled in organization and tracking toward goals and initiatives
• Passion for bringing technology and innovation to customers
• Highly effective communication skills met with enthusiasm, strength and transparency while instilling accountability, comradery and celebrating wins
• Ability to solve problems independently and work with colleagues across the company at a variety of levels and functions
• Positive attitude, approachable and ability to assume positive intent

Education & Years of Experience:

• Bachelor's Degree or equivalent work experience
• 2+ years' experience with B2B account management or client success management
• Project Management experience
• Technology integration, management, utilization experience
• Microsoft office suite

Preferred:

• Experience working at a corporate level with frequent communication between various verticals within the organization
• Experience in the Healthcare industry and/or SAS Technology
• Knowledge of CHG products, functions, marketing and/or service policies and procedures

We believe in fair compensation for all of our people, which is why our pay structure takes into account the cost of labor across U.S. geographic markets. For this position, we offer a pay range of $46,200 -- $140,300 annually, with pay varying depending on work location and job-related factors such as knowledge, position level and experience. During the hiring process, your recruiter can provide more information about the specific salary range for the job location.

CHG Healthcare offers starting salaries for sales positions in the form of total target compensation (TTC = base + commission + bonus), which includes base pay, commission, and bonuses. Sales positions receive short-term incentives through commission plans and bonuses. On the other hand, non-sales positions have starting salaries that consist of a base salary and short-term incentives through various bonus plans, which are paid out monthly, quarterly, or annually.

In return we offer:

• 401(k) retirement plan with company match

• Traditional healthcare benefits such as medical and dental coverage, and some unique benefits like onsite health centers, corporate wellness programs, and free behavioral health appointments.
• Flexible work schedules - including work-from-home options available
• Recognition programs with rewards including trips, cash, and paid time off
• Family-friendly benefits including paid parental leave, fertility coverage, adoption assistance, and marriage counseling
• Tailored training resources including free LinkedIn learning courses
• Volunteer time off and employee-driven matching grants
• Tuition reimbursement programs

Click here to learn more about our company and culture.

CHG Healthcare values a diverse and inclusive workforce. Interested in this role but not a perfect fit? Apply anyway.

We welcome applicants of any race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status and individuals with disabilities as an Affirmative Action/Equal Opportunity Employer. We are an at-will employer.

What makes CHG Different?