Customer Success Manager

Customer Success Manager

 

Sandata Technologies, Inc. was founded in 1978 and is undergoing rapid recent growth as the leader in web-based information technologies serving home health care providers, social service agencies and managed care organizations. With increasing demand for real time information “on demand,” Sandata is uniquely positioned to serve its customers with its unique suite of integrated products delivered 24×7. In the world of health and human services, our web-based information technology solutions combine improved managerial control over the business of care, combined with improving both the cost and the quality of care delivered.

 

Position Location:

New York City, Midtown: near Penn Station through Summer of 2018, then moving to new location near 42nd Street in the latter half of 2018.

Position Summary

  • In this capacity, the Sandata Customer Success Manager (CSM) will contribute to the success of key projects with a large and strategic home care agency customer. The CSM will be primarily responsible for the launching of new Sandata products at Customer, but also troubleshoot issues with those that have been deployed to date, collaborating with internal and external teams. The CSM will play a critical role in maintaining strong relationships with Customer, and continuously look for ways to improve their experience with our products. This position entails working with all department levels at Customer, including senior management, while working with Sandata cross-functional teams to effectively manage tasks from project initiation and ongoing.  The CSM will be located primarily onsite at Customer’s Midtown New York City location, with occasional time spent at Sandata’ s offices in Port Washington.

Main Job Tasks and Responsibilities

  • Develop roll-out plans for delivery and support of new Sandata products and services to Customer
  • Prepare project documents including meeting agendas, meeting minutes and drafts of requirements that demonstrate a comprehensive understanding of project goals
  • Analyze issues that arise during project implementations, propose resolutions, and elevate risks
  • Complete research and analysis in a timely manner toward project/product success
  • Facilitate project timelines and sound deliverables using appropriate tools
  • Present Customer status updates, as well as reports defining project progress, “blockers”, and proposed solutions
  • Facilitate periodic optimization reviews to ensure Customer is utilizing Sandata platform and tools effectively

Communication

  • Establish and manage regular meetings at Customer
  • Communicate status updates and track to established timetables to both Sandata and Customer teams
  • Document issues or concerns that arise with the Customer and relay to Sandata teams in a timely fashion

Technical Understanding

  • Maintain general understanding of healthcare related technology, terminology and HIPAA standards for privacy, security and healthcare transactions
  • Possess general understanding in the areas of application programming, database and system design
  • Maintain awareness of new and emerging technologies and the potential application on client engagements

Customer Management

  • Facilitate day-to-day interaction with members of project team
  • Continually seek opportunities to increase Customer satisfaction and deepen the overall relationship
  • Support lasting relationships with Customer personnel that foster trust and long-term commitments
  • Communicate effectively with Customer to identify needs and evaluate alternative solutions where appropriate
  • Build and maintain a knowledge base of each of Customer’s relevant business lines
  • Identify, resolves and/or escalates issues in a timely fashion

Ideal Skills and Experience

  • Ability to apply common sense understanding to carry out instructions and deal with problems involving several concrete variables
  • Ability to strategically prioritize, multitask, and effectively convey urgency when needed
  • Excellent communication and presentation skills
  • 3+ years of experience in project management, account management, implementation and/or training within healthcare industry
  • Home Care-specific experience and knowledge a bonus, but not required
  • Proficient in Microsoft Office suite of products, and experience using MS Project, VIsio and/or other project management tools
  • Knowledge of HIPAA regulations with regard to communication of PHI (Protected Health Information)
  • Bachelor’s degree

Sandata Technologies is an Equal Opportunity Employer M/F/D/V

 

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