Customer Success Specialist

As a Customer Success Specialist at Greenway Health, you will play a key role in ensuring the success and satisfaction of our healthcare clients.  You will be responsible for supporting a shared book of business, understanding client needs as they arise, and driving value through our health information technology solutions. You will follow established processes and playbooks to support customer needs in a reactive manner, as well as engaging proactively through a set cadence with healthcare providers to drive adoption, optimize workflows, and maximize the impact of our products and services. As Customer Success Specialist, you are responsible for the overall health of assigned accounts, including risk mitigation, facilitating contract changes, and identification of expansion opportunities.  

Essential Duties & Responsibilities

• Serve as a point of contact for a shared book of healthcare customers, maintaining internal records of interactions, and following established playbooks and processes. 
• Conduct discovery to understand the needs of each customer, as they arise, providing standard solutions and best practice guidance to resolve issues and drive success.
• Collaborate cross-functionally with sales, product development, professional services, and support teams to share feedback, customer pain points, and problem-solve.
• Use Greenway Health tools and resources to monitor customer engagement and adoption of our products and services. Identify at-risk customers and follow playbooks to address risk factors and retain the customer. 
• Act as a resource for common workflows in our health information technology solutions, providing standard best practices to customers. Escalate as appropriate with internal subject matter experts to support more complex customer workflow needs. 
• Address customer pain points by following escalation paths and internal processes to resolve issues and share relevant feedback with Greenway Health colleagues in product, finance, and other functional areas. 
• For onboarding and offboarding customers, facilitate a structured meeting cadence with each assigned customer. Deliver standard meeting materials, answer customer questions, and track action items to drive successful outcomes.
• Stay informed about industry trends, competitor activities, and best practices to provide strategic insights and recommendations to clients.  
• Manage the contract renewal process, following internal processes and ensuring on time renewals align with commercial goals for the business. Collaborate with sales to incorporate appropriate upsell and cross-sell components.
• Identify expansion opportunities and provide a warm hand-off to Sales to pursue opportunities for upselling and cross-selling additional products/services to customers, driving revenue growth and maximizing customer lifetime value. 

Education and Experience

• Bachelor’s degree in business administration, marketing, or a related field.
• Experience in client-facing roles, with a focus on client success, account management, or sales.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Strong problem-solving abilities to addressing client needs.
• Ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously.
• Familiarity with CRM software and other client management tools.
• A passion for delivering exceptional client service and driving positive outcomes for clients.
• Previous experience in healthcare information technology is a plus.

Skills, Knowledge, and Abilities

• Keen understanding of the ambulatory care space
• Strong healthcare information technology industry, regulatory, and product knowledge 
• Commitment to continuous education 
• Excellent listening and communication skills 
• Help facilitate and adopt change internally and externally. 
• Ability to prioritize and manage multiple high priority projects simultaneously. 
• Accountability driver (internal and external) 
• Adapt to modernization of tools to communicate with clients. 
• High EQ
• Ability to identify upsell/cross-sell opportunities. 

Work Environment/Physical Demands

• While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the work day
• This role requires that one can sit and regularly type on a keyboard the majority of their work day
• This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as incoming and outgoing communications via the computer and/ or mobile devices
• Travel as required (up to 20%)

Here’s what we can offer you in exchange for your amazing work:

• Competitive pay
• Medical, dental and vision benefits
• Matching 401(k)
• Generous paid time-off programs
• Education reimbursement
• Growth potential for your career
• Corporate discounts

At Greenway, we strive to imagine, empower, engage, and inspire. Join us!

To learn more about Greenway, take a video tour of our office, and meet our employees, visit us atwww.GreenwayHealth.com/careers.

Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, gender, national origin, sexual orientation, disability, or veteran status.

While this position is primarily remote, please note that if you reside within a 26-mile radius of our corporate office, you will be required to work in a hybrid capacity. This means you will be expected to work on-site at the corporate office for part of the week and remotely for the remainder. This hybrid arrangement is designed to foster team collaboration and engagement. Our corporate office is located at 4301 Boy Scout Blvd, Tampa, FL 33607. Please consider your proximity to this location when applying.

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