A Waystar Sr. Client Success Manager (Sr. CSM) must effectively deliver and advise on best practice workflow and provide proactive service that measurably simplify and unify our clients' revenue cycle.
What you'll be doing:
Serve as an operational point-of-contact, advocate, problem solver, and trusted advisor for defined set of clients (assigned individually and/or direct reports)
Partner with clients to proactively improve client health and satisfaction by monitoring key metrics (performance, level of adoption, satisfaction, etc.) and develop strong relationships to uncover expansion opportunities
Effective demonstration of Waystar's value proposition with key influencers and decision makers to include but not limited to client's Vice Presidents, Directors and Managers
Establish a metrics framework based on Waystar best practice to measure, monitor, and communicate total value delivered through use of Waystar technology
Provide leadership and mentor direct reports, if applicable
Work cross-functionally with Waystar Support, Solution Adoption, Sales, and others to achieve client participation in the Waystar reference and marketing programs, insure renewal, and annual booking plans
Effective demonstration of Waystar's RCM technologies
Identify and quantify product feedback (enhancements and areas for improvement) to assist in driving product strategy
Lead status calls at a defined cadence (weekly to monthly) with all assigned clients
Travel independently or as a team for on-site Executive business reviews to strengthen relationships, review key performance metrics, and identify opportunities to further align results
Consistently identify opportunities to improve processes and conduct data analysis to identify root cause
Provide ongoing training and development
Manage daily activity within Salesforce CRM system
Perform other duties and projects as assigned by Client Success leadership
Understand the vocabulary used in ahealthcare andrevenue cycle operations
Experience withroot cause analysis, including the skill and experience to troubleshootandinvestigateissues
Ability to execute and prioritize a large number of tasksin a fast-paced environment
Ability to work independently and to participate in cross-functional teams
Possess process and change management skills
Subject matter expertise and dedication to remaining current with industrychanges
Outstanding communication(written and oral)and interpersonal skills
Proficient in Microsoft Office applications, specifically Excel,PowerPoint, and Word
Hands on experience with PM/HIS systems preferred (e.g. Epic, Cerner, etc.)
Excellent phone and presentation skills
SQL experience/knowledge strongly preferred
Ability and willingness to travel up to75% of the timeto client sites, corporate meetings, and conferences/seminars
Waystarprovides cloud-based technology that simplifies and unifies healthcare payments.Together, our technology, data and client support streamline workflows and improve financials for our clients, so that they can focus on their patients. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic and fun.
Waystar products have won Best in KLAS® or Category Leader every year since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visitwaystar.comor follow@Waystaron Twitter.
According to the US Bureau of Labor Statistics (BLS), employment in computer and information technology occupations is projected to grow 11 percent from 2019 to 2029, much faster than the average for all occupations. These occupations are projected to add about 531,200 new jobs. Demand for these workers will stem from greater emphasis on cloud computing, the collection and storage of big data, and information security.
According to BLS, the median annual wage for computer and information technology occupations was $91,250 in May 2020, which was higher than the median annual wage for all occupations of $41,950.