Senior Customer Success Specialist

You could say Brightree by ResMed is a technology company. And that's true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry. Brightree helps streamline processes, improve efficiency, and increase profitability. For over fifteen years, organizations big and small have put their trust in us-for our wide-ranging solutions, our leadership, and our unmatched customer service. Going to work each day and creating new ways to positively impact our customers' businesses and the lives of patients is just what we do. Because Brightree is, after all, about people.

To learn more about Brightree technology and solutions watch this short video by our CEO: https://www.brightree.com/whychoosebrightree

Utilizing broad knowledge of Brightree Resupply products and services, the Senior Customer Success Specialist uses independent judgement to assess resupply business processes and feature adoption to develop prioritized recommendations that will improve customer efficiency, increase ROI and drive overall success of resupply outcomes. The Senior Customer Success Specialist proactively engages with the customer to identify challenges, recognize opportunities, and offer insights and solutions using company best practices. The Senior Customer Success Specialist should be a dedicated individual with a desire to help our customers build a sustainable resupply business that will help deliver better patient care while optimizing revenue streams. Detail oriented to proactively identify and offer solutions to our customers to fully optimize and enhance their resupply business.

Let's talk about Responsibilities

• Be the first escalation point for high touch customer care, responding with urgency, clarity, competence, and swift fulfilment of all service requests.
• Takes ownership of client relationship for Brightree Resupply, ensuring timely communication and follow up.
• Through proactive issue resolution and appropriate escalation path processes, ensures achievement of quality and turnaround time service level agreements.
• Interfaces with appropriate team members and leadership to provide data-based process and actions necessary for identification and escalation of unresolved customer issues. Monitors and reports customer satisfaction levels to ensure compliance with service level agreements and issue resolution.
• Through proactive monitoring of the customer's financial results and operational processes, creates and implements ongoing action plans to achieve objectives.
• Proactively analyses key operational and performance data to identify trends and opportunities, providing expert advice, guidance, actionable tasks, and recommendations to the organization's business owners and end-users to improve the overall organization's resupply performance.
• Provide monthly resupply reviews using risk management analysis for complex Resupply business concerns, reviewing analytics data, workflow processes, system structures, and organizational functions to recommend process improvement solutions to optimize usage of software and services.
• Perform a high volume of manual data entry/data clean-up within our customer's databases, documenting and communicating findings and results effectively to the customer.
• Design and execute comprehensive client-specific optimization project/training plans for client end-users while adjusting for existing workflow processes.
• Develop and maintain loyal client relationships through exceptional high-level constant and consistent monthly, quarterly, and yearly based customer communications.
• Maintain extensive knowledge of both Brightree Connect and SNAP Resupply products/services as well as Resupply industry and regulatory changes.
• Identify expansion and cross sell opportunities that align with customers' short and long-term goals.
• Partner with internal Brightree Resupply managers and technical support resolving contractual questions/adherence, and service/system issues.

Let's talk about Qualifications and Experience

• Minimum 2 years of experience in Healthcare Industry
• Minimum of 2 years' experience in Customer Success
• Demonstrated leadership competencies, with experience as an exceptional relationship manager and collaborator in a dynamic company.
• Understanding of KPI's and how they impact revenue objectives.
• Ability to organize and prioritize multiple tasks, maintain records, and to work independently with few interruptions.
• Ability to manage customer expectations and drive project results.
• Intermediate level proficiency with Microsoft Office package, including excel, access and PowerPoint.
• Strong oral and written communication skills
• Ability to work in a remote environment.
• Self-directed and self-motivated in job-related tasks.

• Hands on experience in an HME Resupply program
• Familiarity with Software as a Service (SaaS) applications and performance criteria

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!