Customer Success Advisor

HealthStream is seeking a Customer Success Advisor to partner with customers to define the vision, strategy, goals, and assess strengths and vulnerabilities of existing operational processes and practices. The ideal candidate will lead strategic definition and design of scheduling and capacity management solutions.

Requirements

• Use data to provide actionable insights resulting in customer success stories of value outcomes serving as inputs into customer advocacy and reference programs
• Perform product and process assessments and conduct optimizations for customers/prospects
• Lead efforts in generating customer references, referrals, and white papers from our customers
• Communication in monthly/quarterly business reviews with customers to report on key business metrics and ROI
• Communicates new release details and articulates value to customer
• Acquires an executive-level understanding of the customer’s business, regional challenges, risks, etc.
• Promote system optimization through on-going customer evaluation of goal achievement, strategy revisions, software configuration, upgrades, and training
• Focus on maximizing customer satisfaction and outcomes to minimize churn
• Lead strategic design process necessary to implement the Scheduling and Capacity Management solution
• Develop strategic planning management tools and resources as needed
• Support in orientation of new team members
• Partner with the Sales Team in identifying referenceable customers
• Serve as resource to other areas of the company to ensure integration and knowledge of all solutions across business units in support of corporate development and ongoing growth
• Provide strategic clinical and executive level leadership by facilitating or advising clients on strategy development, alignment, and execution to improve operational outcomes
• Serve as a liaison between the company, the client and their leadership teams and medical staffs, assist client champions in the development and execution of new organizational behaviors
• Provide consultation, education, coaching and assistance to hospitals and healthcare systems with schedule and workforce management
• Design programs and processes that facilitate sustainable change in behavior and the alignment with hospital and/or health system goals
• Understand and navigate enterprise healthcare operations to align different constituencies across the continuum of care
• Support the planning and execution of clinical and quality improvement initiatives with a specific focus on engagement and adoption
• Develop workforce management and adoption strategies
• Support change management, process redesign and improvement across the enterprise focused on standardization of protocols and process
• Facilitate compliance, standardization, and best practice guidelines
• Coach and Support data driven decision making and behavioral change

Benefits

• 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

Originally posted on Himalayas