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Posted On Apr 05

Success Manager - VerityStream

HealthStream

Location : United States

Headquarters : Nashville, Tennessee, United States

Hiring Mode : Full Time

Hiring Role : Manager

Experience : Entry Level

Job Description
Salary
$55,000 - $60,000 a year
Job Type
Full-time
Job Details

Level

Entry

Job Location

USA/Remote - ,

Position Type

Full Time

Education Level

4 Year Degree

Travel Percentage

Negligible

Job Shift

Day

Job Category

Systems Project Management
Position Summary

VerityStream is known for great service by our customers. The Success Manager is responsible for overseeing the operational aspects of the client relationship to ensure high customer satisfaction and optimal utilization of HealthStream’s platform, products and services.

To perform this job successfully, the Success Manager must serve as a zealous advocate of their accounts and work to ensure their satisfaction with VerityStream's platform, products, and services. This role focuses on driving utilization of VerityStream's solutions by making certain their customers are sufficiently implemented, trained, supported and engaged in the use of these solutions.

ESSENTIAL DUTIES OR RESPONSIBILITIES:

  • Implements software according to best practices while serving as key interface for clients during their project
  • Makes outbound calls to specific clients using a prescribed agenda and outcomes-based communication strategy
  • Critically reviews and monitors client adoption of a product using various dashboards and metrics
  • Comprehends client-specific consumption of a product and provides analysis about how, why, and when a client uses the product
  • Develops best practices for administrators to rollout new features
  • Grows reference-able accounts each quarter in alignment with department and product set goals and benchmarks
  • Serves as the customer’s advocate within the VerityStream operating environment, championing their ideas and needs and working to ensure a specific product is promptly and successfully addressed
  • Focuses on ensuring customer satisfaction and optimal utilization of VerityStream’s products and services
  • Develops consultative relationships with customers to improve product utilization
  • Continues to develop and enhance tools and metrics for identifying low utilization patterns in existing customers
  • In conjunction with Support Operations, leads workshops and training sessions to drive adoption of product usage
  • Works closely with Operations staff to strengthen the client relationship and ensure a coordinated communication flow
  • Discusses product strategy and best-in-class adoption techniques. Shares successful or “best” practices with clients as it relates to a specific product. This may include, but not limited to: internal/external-facing documentation, help guides, tutorials, etc.
A. KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:
  • 1-3 years’ experience required and 4-6 years preferred. In lieu of educational requirements, organization and management of projects, eLearning specialties, high-level customer success initiatives and resolution strategies, and customer relation management will be considered
  • Mid- to high-level computer skills including Microsoft Office and a thorough understanding of PaaS/SaaS concepts
  • Strong interpersonal, written, and oral communication skills including instructional, facilitation, and presentation needed.
  • Excellent analytical and problem-solving abilities, highly self-motivated and independent while being able to accept direction with completion of tasks.
  • Customer-centric mindset, strong interpersonal skills, and patience.
  • Ability to comfortably interface with technical personnel.
  • Multi-task oriented; works with a sense of urgency and a desire for excellence in performance.
  • High degree of integrity, professionalism, and the ability to establish a high level of credibility both internally and externally to the organization.
  • Bachelor’s degree
  • Healthcare background preferred

B. SKILLS REQUIRED:

  • Mid- to high-level computer skills including Microsoft Office and a thorough understanding of SaaS platforms including
  • Excellent analytical and problem-solving abilities, highly self-motivated and independent while being able to accept direction with completion of tasks.
  • Customer-centric mindset, strong interpersonal skills, and patience.

C. ABILITIES REQUIRED:

  • Up to 30% travel required, once travel resumes, to ensure client optimization, project completion, and completion of successful project onboarding.
  • Delivers and seeks timely, candid, and actionable feedback
  • Reduces complexity - brings order to complex and ambiguous issues or situations (e.g., clarifies, provides direction, sets plans and prioritizes)
  • Identifies and acts on opportunities to simplify
  • Owns his/her results, acts with urgency and makes it happen
  • Speaks up, shares ideas, and encourages others to do the same
  • Challenges the status quo to find better ways to do things
  • Acts boldly and captures new opportunities by anticipating customer needs
  • Tries new things and learns from them – using curiosity and risk management, open to change, risk taker using sound judgment and analytical foundation
  • Builds effective relationships with colleagues and clients to enable all parties to be successful
  • Shares ideas and resources across the company for scale and impact. Manage the resources effectively and efficiently.

COMPENSATION

Our compensation package includes a base salary of $55,000 - $60,000 as well as a performance incentive bonus.

BENIFITS

HealthStream offers a comprehensive benefits package to eligible employees, including:

  • Medical, Dental and Vision insurance
  • Paid Time Off
  • Parental Leave
  • 401k and Roth
  • Flexible Spending Account
  • Health Savings Account
  • Life Insurance
  • Short and Long Term Disability
  • Medical Bridge Insurance
  • Critical Illness Insurance
  • Accident Insurance
  • Identity Protection
  • Legal Protection
  • Pet Insurance
  • Employee Assistance Program
  • Fitness Reimbursement

HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law

HealthStream