Job Description
At arenaflex, we're not just building software – we're changing lives. Our cloud-based patient management solutions empower healthcare professionals to deliver better outcomes, and our team is at the heart of it all. As a Customer Success Manager, you'll be part of a dynamic group that's passionate about customer service, innovation, and making a difference. **About arenaflex** arenaflex is a leading provider of cloud-based patient management software, and we're proud to be a wholly owned subsidiary of ResMed. Our technology enables healthcare professionals to streamline their workflows, improve patient care, and drive business growth. But it's not just about the tech – it's about the people. We're a team of dedicated professionals who are committed to making a positive impact on our customers' businesses and the lives of their patients. **Key Responsibilities** As a Customer Success Manager, you'll be responsible for building and fostering strong relationships with our customers and business partners. Your key accountabilities and decision ownership will include: * Onboarding new customers to our RCM solution, including organizing all onboarding calls and focused calls with Operational teams and providing necessary Go Live details to the Analytics team for customer setup. * Managing all email communication and Sales Force cases created by customer and RCM Operations teams regarding assigned customer base. * Performing Monthly Business Analysis around RCM related performance for assigned customer base, including but not limited to: + Denials Analysis/Trending + Outstanding Sales Orders + Unposted Deposits + AR Aging + AR Activity Trends * Attending internal Operations meetings with teams regarding outstanding issues/questions regarding assigned customer base. * Keeping RCM Enabled Payer List Updated Monthly * Providing leadership and motivation by addressing clear expectations, communicating specific performance feedback to the Operations teams, to ensure timely and thorough performance reviews using internal measurement/monitoring standards. * Assisting Customers and RCM Operations with End of Month Processes to ensure timely closure of customer GL Periods * Collaborating with worldwide resources to ensure effective knowledge, information sharing, and quick resolution of service performance issues. * Collaborating with all departments on any process gaps and initiating discussions for resolution. * Acting as a liaison between all arenaflex departments, ensuring timely communication and follow-up through proactive monitoring of the operational workflow and processes, working with the Sr Director & Director of Operations. * Ensuring adherence to objectives, operating policies and procedures, and strategic action plans for achieving goals. **Essential Qualifications** To succeed in this role, you'll need: * A passion for customer service, with strong problem-solving skills focused on identifying and putting in place solutions for customers. * Computer literacy and proficiency in using MS office programs. * Analytical thinking skills, with the ability to solve issues quickly and effectively through a methodical, systematic approach. * Excellent attention to detail and an understanding of how to investigate and troubleshoot issues and find workarounds. * The ability to work in a fast-paced environment. * Strong ethics and a high level of personal and professional integrity. * Effective communication skills, with the ability to deal with people at all levels in the organization. * Exceptional organizational skills, with a high level of attention to detail and the ability to multitask. * Self-starter, results-driven, highly motivated, high energy. * A proven track record of working towards and exceeding metrics (strongly preferred). * Knowledge of federal and state laws and requirements relating to healthcare management. * Brightree Software and/or DME Billing Experience. **Preferred Qualifications** While not required, the following skills and experience would be a plus: * Salesforce * Microsoft Teams * SharePoint * Smartsheet * Minimum of 2 years of related experience. * Advanced proficiency in Microsoft Excel. **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Success Manager, you'll have access to: * Ongoing training and development opportunities to enhance your skills and knowledge. * Regular feedback and coaching to help you achieve your goals. * Opportunities to take on new challenges and responsibilities as you grow in your role. * A dynamic and supportive team environment that encourages collaboration and innovation. **Work Environment and Company Culture** arenaflex is a remote-friendly company that values flexibility and work-life balance. As a Customer Success Manager, you'll have the opportunity to work from anywhere, while still being part of a dynamic and supportive team. Our company culture is built on: * A commitment to excellence and innovation. * A passion for customer service and making a positive impact. * A focus on diversity, equity, and inclusion. * A supportive and collaborative team environment. * Opportunities for growth and development. **Compensation and Benefits** As a Customer Success Manager at arenaflex, you'll be eligible for a competitive salary and benefits package, including: * Comprehensive medical, vision, dental, and life insurance. * AD&D, short-term and long-term disability insurance. * Sleep care management. * Health Savings Account (HSA) and Flexible Spending Account (FSA). * Commuter benefits. * 401(k) and Employee Stock Purchase Plan (ESPP). * Employee Assistance Program (EAP). * Tuition assistance. * 15 days Paid Time Off (PTO) in the first year of employment. * 11 paid holidays plus 3 floating days. * 14 weeks of primary caregiver or 2 weeks of secondary caregiver leave when welcoming new family members. **Individual Pay Decisions** Individual pay decisions are based on a variety of factors, including the candidate's geographic work location, relevant qualifications, work experience, and skills. A reasonable estimate of the current base range for this position is $40,000.00 - $50,000.00 USD Annual. **Join the arenaflex Team** If you're passionate about customer service, innovation, and making a positive impact, we want to hear from you. Join our dynamic team as a Customer Success Manager and be part of a company that's shaping the future of healthcare. Apply now and take the first step towards a challenging, supportive, and inspiring career. Apply for this job