Weekend Customer Success Manager Jobs in Rochester, NY

Company Description:

eHealth Technologies is a leading healthcare technology company that advances the delivery of life-altering care. Since 2006, we have decreased time to treatment for millions of patients and are trusted by the top healthcare systems, HIEs, and CROs throughout the United States.

Our advanced technology and compassionate team expedite the collection, organization, and delivery of medical records, images, and pathology materials so that care teams have exactly what they need, where they need it, to get their patients back on the road to recovery as quickly as possible.

Our team takes great pride in working behind the scenes for 80% of the top hospitals to help hundreds of thousands of patients every year.

Career Opportunity Description:

The Product Implementation Specialist position reports to the Director of Implementations and integrations. This role is responsible for leading new client and expansion implementations partnering with both the Sales and Customer Success Management team to ensure successful adoption of the eHealth Technologies platform. The Implementation Manger will work with new clients to fully understand their business and how eHealth Technologies can help meet their goals to ensure a sustainable partnership. They will assess client requirements, create project plans, and ensure implementations are completed on time and within budget. This individual will need to be able to manage multiple projects simultaneously and develop solutions to problems that may arise during implementation. The person chosen for this opportunity will have experience working in a dynamic, global, fast-paced, technical, team-oriented work environment that is guided by and upholds company core values.

Primary Responsibilities:

1. Successfully manage customer launches from kick-off to transition to Customer Success.
2. Establish and maintain productive, professional relationships with key customer personnel, Including management, executive and clinical staff.
3. Assist in understanding current customer workflow while establishing the best fit for eHealth products
4. Mitigate critical situations between the customer and eHealth.
5. Determine how to define, drive, and demonstrate the value (ROI) delivered.
6. Maintain consistent messaging with all corporate strategies.
7. Facilitate regular reviews with the customer during post-launch period, including in depth case and submission evaluations.
8. Maintain action registers of all customer needs.
9. Monitor all customer trends and acting accordingly during length of ownership.
10. Conduct ongoing customer trainings and optimizations.
11. Ability to simultaneously manage several projects.
12. Ability to complete tasks accurately and within strict time constraints.
13. Proactively assesses, clarifies, and validates customer needs on an ongoing basis becoming a customer advocate
14. Work in conjunction with the eHealth VP of Enterprise Sales, Customer Success managers, Director of Clinical Optimization, Operations Director, and Operations managers.
15. Maintain working knowledge of all necessary platforms (SalesForce, Box.com, Trello, etc)
16. Willingness and ability to travel 25%
17. Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time without notice.

Knowledge and Skill Requirements:

1. Associate’s degree in relevant field of study required; bachelor’s degree in business discipline preferred.
2. Three (3) to Five (5) or more of relevant work experience
3. Project management experience preferred.
4. Demonstrate effective educational and presentation skills in diverse settings from one-on-one to formal large group situations.
5. Ability to work independently with little or no direct supervision.
6. Experience with Electronic Medical Records preferred.
7. Proficiency with computer software (Excel, Word, Outlook, PowerPoint, etc.).
8. Excellent written and verbal communication skills.
9. Ability to learn and retain intimate understanding of eHealth Technologies business.
10. Ability to interact and cooperate with all employees.
11. Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
12. Exercises good judgment and utilizes creative problem solving skills
13. Ability to complete tasks accurately and within strict time constraints
14. Ability to simultaneously manage several projects.

Key Relationships:

1. Director of Implementation and Integrations
2. Interacts regularly with eHealth Technologies staff, customers, vendors, and community members.

Essential Functions:

1. Physical Requirements: Extended periods of time typing, data entry, sitting, read, writing. Lifting up to 20 lbs.
2. Mental Requirements include General, Visual, and Numerical Intelligence. Analytical skills.

As eHealth Technologies’ workforce is currently working in a remote model, when teleworking remotely from home, it is a requirement of the position that employees have the following minimum requirements available:

i. A private workspace the meets the requirements of the Teleworking Security (HITRUST-21) Policy

ii. A home internet network that meets the requirements of Teleworking Security (HITRUST-21) Policy, including:

1. A router that must achieve minimum speeds of 100MBPS for download and 10MBPS for upload, or any other higher speed required for the work to be produced contingent upon your role.
2. Router should be updated regularly with latest firmware, or ultimately replaced if router speeds are not within the minimum specifications above.

Work requires willingness to occasionally work a flexible schedule