ResMed has always applied the best of technology to improve people's lives. Now our SaaS technology is fueling a new era in the healthcare industry, with dynamic systems that change the way people receive care in settings outside of the hospital–and tools that work every day to help people stay well, longer. We have one of the largest actionable datasets in the industry, creating a complete view of people as they move between care settings. This is how we empower providers–with vital insight to deliver the care people need, right when they need it.
We're also ensuring that our health solutions connect to other companies' networks. Because when objectives align, everyone wins. And as we work today to drive better care and lower costs, we're developing more personalized solutions for tomorrow, utilizing machine learning, intelligent care paths, and predictive protocols. If you are an innovator who wants to make an impact we want to talk to you! We have exciting opportunities supporting Brightree by ResMed and MatrixCare by ResMed!
The Customer Success Manager (CSM) will focus on proactive outreach and engagement with MatrixCare customers to understand desired outcomes and partner internally with Development, Sales/ Account Management and Customer Service teams to develop successful strategies to deliver results for Home Health, Hospice and Private Duty agencies.
You'll manage a portfolio of customer accounts and partner with each to understand their desired outcomes to deliver ROI, increase renewals and reduce attrition. You’ll be responsible for performing regular business reviews to ensure overall customer satisfaction and identify upsell opportunities for new MatrixCare solutions.
You’ll Get To:
- Proactively engage and inform customer accounts of MatrixCare solutions and build positive relationships resulting in high levels of customer engagement
- Establish a strategic customer success planning process with each customer that develops mutual performance objectives, financial targets, and critical milestones
- Perform regular Business/Executive Business Reviews and present data analytics highlighting performance and financial metrics to executive level customers
- Manage the overall health of assigned customer accounts and address at risk customers based on established health indicator criteria
- Monitor assigned customer renewal dates and proactively establish renewal campaigns to mitigate churn
- Organize and coordinate internal cross-functional teams, including support, development, professional services, sales, and leadership resources to deliver customer desired outcomes
- Serve as a point of escalation for unresolved customer issues
- Identify upsell opportunities for new MatrixCare solutions and partner with the Account Management Team
- Educate customers on best practices, self-service and on demand tools and resources, as well as focus on change management, to drive user adoption. Represent MatrixCare at conferences and trade shows with customers as required
What You’ll Need:
- Bachelor’s degree in related field or equivalent years of experience
- 2+ years’ experience in a customer facing role within in a fast-paced environment
- Experience in post-acute HealthCare or SaaS environment highly desired
- Ability to build and maintain strong customer rapport using a consultative approach to quickly establish trust and credibility with executive level contacts. A team player who can effectively work within a strong team culture
- A self-starter with effective time management skills, capable of managing multiple priorities Familiarity and comfort with “demo/high level” product knowledge
- Problem resolution skills
- Able to travel up to 20% as required by customer segment/need
We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package:comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members. Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.
Subject to the absolute discretion of the company, this role is eligible for an annual cash bonus payment based on company, business unit, and/or individual performance.
Subject to the absolute discretion of the company, this role may be eligible to receive stock equity based on company, business unit, and/or individual performance.
Base Pay Range for this position:
$55,000.00 - $83,000.00
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!