Job Description
Job DetailsJob Location: USA Remote - Nashville, TN 37203Position Type: Full TimeJob Shift: DayCompany Overview
HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter.
HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare’s #1 platform. We streamline everyday tasks while improving performance, engagement, and safety – fostering a workplace where people flourish, and care thrives.
Why Join Us
At HealthStream, you’ll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive.
Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care – a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry.
We’re proud of our values-forward culture that offers our people:
Mission-oriented work
Diverse and inclusive culture
Competitive Compensation & Bonuses
Comprehensive Insurance Plans
Mental and Physical Health Support
Work-from-home flexibility
Fitness Center Reimbursements
Streaming Good time off for volunteering
Wellness workshops
Buddy Program for new HealthStreamers
Collaborative work environment
Career growth opportunities
Continuous learning opportunities
Inspiring workspaces to collaborate and connect with other HealthStreamers
Free employee parking at our Resource Centers in Nashville and San Diego
At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has Resource Centers in Nashville, TN and San Diego, CA. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration.
We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you!
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.
Position Information
Position Overview
HealthStream Customer Success is dedicated to helping our clients derive maximum value from their HealthStream investment. Our mission is to provide unparalleled support at every step of the customer journey, ensuring the effective utilization of our solutions to help our customers achieve their strategic priorities. As a Success Manager, Account Success, you will play a pivotal role in driving customer satisfaction and fostering the widespread adoption of our products to support revenue goals. This will involve close collaboration and coordination with Account Management, Product Success Management, Customer Service, and other cross-functional teams.
Key Responsibilities
You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training.
Develops and maintains an ongoing consultative relationship with the customer through regular engagement with key stakeholders to review satisfaction and utilization of products/solutions, share best practices, determine progress to organizational goals, and identify ongoing customer needs.
Presents Quarterly Business Reviews (QBR’s) in coordination with Account Management to review product utilization, success metrics, and align on future objectives and strategies for mutual success.
Develops and implements documented remediation plans for at-risk renewals, ensuring proactive measures are taken to address identified issues in order to facilitate successful renewals.
Monitors and tracks the execution of remediation plans, regularly assessing progress against established milestones and adjusting strategies as needed.
Evaluates the effectiveness of remediation strategies and lessons learned to inform future renewal risk mitigation efforts and improve overall customer satisfaction.
Solicits regular customer feedback and communicates responses accordingly to HealthStream internal stakeholders, including sales, product management, training, onboarding, and operations.
Maintains documentation in the customer success platform for all customer engagement activities
Collaborates with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customers.
Collaborates with sales and Product Success Managers on renewal strategies.
Utilizes the community to support customer self-service by maintaining up-to-date product guides and templates, advertising webinar topics, and encouraging and engaging in discussions with and between customers.
Collaborates with members of the HealthStream Community team to ensure customer resources on the community are effectively addressing their needs for self-service
Identifies and nurtures referenceable accounts.
QualificationsRequirements
Experienced professional with a minimum of a bachelor’s degree in healthcare, business, or technical field
3-5 years in a customer service/customer success or related role
Experience in healthcare organization preferred
Experience with HealthStream Learning Center (HLC) from an administrator level is a plus
Experience in a SaaS business desirable
Experience with Salesforce and customer success platforms (Totango) is desirable
Qualifications
Proficiency in use of Microsoft Office Products
Excellent verbal and written communication skills
Excellent presentation skills
Understanding of data and its application to defining customer success
Technical acumen to support development of an in-depth understanding of assigned products/solutions
Function independently and use critical thinking to analyze and help resolve customer challenges with product utilization and adoption
Mentor and support less experienced team members as they encounter new/challenging situations
Effectively present information to management, customer groups, and HealthStream internal stakeholders
Collaborate as part of a team to optimize solutions and a seamless delivery approach
Interact and build relationships at various levels of customer organizations to identify their needs and work with them to find solutions that fit within their organizational strategy, culture, and constraints
Utilize data to demonstrate customer performance to desired outcomes
Coordinate activities across 10-15 assigned customer accounts
Adapt to changes in strategy or approach as needed in a fast paced, innovative environment
Willingness to learn a variety of HealthStream platforms and products, and to commit to ongoing learning to maintain competence in assigned products/solutions
Compensation
The salary range for this position is $70,352 -S85,000. Salary will be determined on the candidate’s level of experience and qualifications. Compensation will be commensurate with skills, relevant experience, and performance in similar roles.
Benefits
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
Are you passionate about enhancing healthcare outcomes and empowering healthcare professionals? Join the HealthStream team and become a HealthStreamer! Together, we can make a difference in the world of healthcare.
Req #44203
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