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Customer Success Manager

Decision Point Healthcare Solutions

Decision Point Healthcare Solutions

Administration
Boston, MA, USA
Posted on Tuesday, September 22, 2020

We need your help.

We’re looking for a highly motivated individual to join our Customer Success team. This candidate will be focused on implementing and servicing our health plan and provider network customers. The role is suited for individuals that have a background in health plans, health plan data, member experience, quality measures and/or care management and are passionate about customer service, adept at managing and keeping to timelines, and creative problem solvers.

Decision Point is an exciting high growth company performing cutting edge work with healthcare organizations nationwide to improve their health and cost outcomes. Our innovative approach to member and provider engagement analytics is advancing the science in this rapidly evolving space. As a result, this role offers a unique career opportunity to work with a small team of recognized industry experts in a fast paced, innovative environment. You will work within all facets of our customer engagements driving success and removing obstacles including: kickoff, planning, project management, data collection, outreach planning, ongoing results analysis and outcomes analysis. This position reports to the VP, Customer Success.

Ownership:

  • Serve as the single point of contact coordinating all customer activities between the customer, Decision Point, and customer/Decision Point outreach vendors
  • Build trusted and strategic advisor relationships with customer contacts
  • Drive Decision Point deliveries to success and renewals
  • Build out project plans and delivery tracking for customer engagements
  • Work closely with the Client Implementation Team during identification, collection, and tracking of customer data feeds to Decision Point
  • Advise customers on opportunities for additional data feeds to enhance deliverables
  • Help to gather and maintain client business information, client data related information, deliverable information, and project goals
  • Conduct and manage weekly project status meetings to ensure success meeting project goals
  • Work closely with customers and vendors to deliver targeted outreach and marketing campaigns leveraging Decision Point predictive models and analytics

You’ll use your:

  • 3 – 5 years managing customer relationships
  • Consultative approach to customer management and experience interfacing with multiple levels of the business
  • BS/MS in Business Management, Public Health, Healthcare Policy, Data Analytics/Computer Science, or other related fields
  • Health plan or healthcare provider experience in Quality (HEDIS, Medication Adherence), Member Experience (CAHPS, Patient Reported Outcomes), Loyalty/Retention, and/or Care Management required
  • CMS Five-Star Quality Rating System experience highly desired
  • Ability to communicate clearly and concisely through both oral and written communications
  • Organized and detail oriented as well as analytical
  • Ability to build trusted relationships with customers
  • Presentation preparation and delivery skills a plus

You’ll know you’re succeeding when:

  • You help to meet and exceed timelines to deliver to our customers
  • You help to drive renewals and the identification of additional opportunities to support our customers
  • You quickly master our customer implementation and ongoing customer success model and continuously work to improve upon it
  • You become an expert on our customers’ goals, needs, and operations

You will get the opportunity to:

  • Contribute to building upon a company that is mission-driven, team-oriented, and uniquely positioned to make an impact on millions of lives
  • Receive competitive compensation along with health benefits, and 401k matching

A little more about Decision Point

We are a rapidly growing healthcare technology company changing the fundamentals of patient and provider engagement. For years, health plans have relied on descriptive data and reactive engagement. We empower our clients to understand and predict the whole member journey, enabling sustained improvements in member health outcomes and plan performance. We combine the latest, most practical technologies and a deep understanding of healthcare, bringing innovative, pragmatic solutions to an industry that touches us all.