Success Manager, Account Success (Finance)

Company 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, Boulder 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, Boulder, CO, 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 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.
  

Qualifications

Requirements

• 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
  

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.