Customer Success Program Manager Jobs in Silver Spring, MD

Job Type
Full-time
Description
Who We Are
Medisolv is a national leader in healthcare quality data management solutions for hospitals and providers. Its all-in-one quality management platform, ENCOR, helps healthcare organizations advance patient care by measuring and improving their performance on more than 500 national quality and safety measures, including those required by the Centers for Medicare and Medicaid, The Joint Commission, private payers, and state agencies. Medisolv now serves more than 1,800 hospitals and 15,000 providers nationwide. As part of a recent investment by Bessemer Venture Partners Forge in 2023, the company is undergoing a period of transformation and growth.
What You'll Do to Make an Impact
As a Customer Success Manager (CSM), you will be a strategic partner for healthcare organizations across the country, guiding them through the intricacies of quality measure reporting with clarity and assurance. You serve as a trusted advisor, ensuring client value, satisfaction, and sustained success with Medisolv's SaaS solutions.
• Build and maintain strong relationships with stakeholders at all organizational levels, from Executives to Quality Managers, ensuring full utilization of Medisolv's solutions.
• Leverage commercial expertise to identify and pursue opportunities for partnership expansion through renewals, cross-selling, and upselling, always aligning efforts with each organization's objectives.
• Safeguard data accuracy and integrity within Medisolv applications, enabling clients to enhance care quality and meet federal regulatory requirements.
• Combine expertise with proactive relationship management to help healthcare organizations achieve compliance and improve patient outcomes using Medisolv's solutions.
• Demonstrate a strong understanding of quality measures and communicate effectively about them across all organizational levels.
• Troubleshoot issues efficiently, take the initiative, ensure excellent service, think creatively, and thrive in a dynamic environment where every day brings new challenges.
• Collaborate with internal teams to address data accuracy and integrity, using expertise to educate stakeholders and improve service delivery.
• Strengthen strategic account engagement by identifying opportunities for cross-selling, upselling, and renewals to drive customer satisfaction and retention.
• Monitor account health and represent client interests within Medisolv, providing actionable feedback and working cross-functionally to enhance products and services for long-term client success.
• Build and maintain trusted relationships with executive stakeholders by understanding their goals, workflows, and challenges.
• Proactively engage clients through structured meetings and business reviews, guiding them through Medisolv's solutions and ensuring they are informed about relevant quality measures.
What You'll Accomplish - Your Performance Objectives
First 60 days:
• Complete product training
• Build relationships with assigned clients, introducing yourself as their new primary contact to establish trust
• Review customer account history, current challenges to inform an engagement strategy
• Learn Customer Success processes and systems for engaging with customers
First 3 months:
• Conduct initial customer QBRs and regular engagements, focusing on their satisfaction, key challenges and goals
• Identify and address any immediate issues with data accuracy and application performance
• Begin exploring any potential cross sell opportunities within your assigned accounts
First 6 months:
• Develop and execute on customer strategies to expand relationships and deepen engagements
• Own the renewal process for allocated customers
• Drive customer success by proactively tracking and improving customer health to unlock referenceable customers and unlock opportunities
First 12 months:
• Establish yourself as allocated customers Trusted Partern, leading to strong retention and renewal rates
• Drive account growth through cross-sell and upsell efforts
• Build customer success stories and best practices - sharing with marketing and sales
Who We're Looking For - The Competencies That Matter
• Action-oriented team player who finishes what they start.
• Collaborative and empathetic, eager to build relationships across teams.
• Flexible and adaptable in a fast-changing environment.
• Growth mindset with resilience and curiosity.
• Demonstrated knowledge of quality data and measurement standards is required.
How to be a Medisolver - Our Values
• Customer Success Obsession
• All-Star Team Collaboration
• Continuous Improvement through Curiosity & Data-Driven Learning
• Courage with Kindness
• Execution Focus: We Do Business, Not Just Talk Business
Ready to play a pivotal role in shaping Medisolv's future by driving innovative solutions in healthcare quality management? Apply now to join our dynamic team and help make a lasting impact!
All candidates must successfully pass a pre-employment background check and be legally authorized to work in the United States. Sponsorship is not available.