The Role
As a Customer Success Manager, you will serve as the trusted primary point of contact for our strategic accounts across the nation. You will be responsible for the successful renewal of a book of business spanning customers across healthcare providers, payers, etc, including multiple types of stakeholders within these organizations.
In this role, you will become an expert on all Turquoise products and services in order to keep a pulse on customer engagement as well as anticipate opportunities for expanding revenue within current customers.
To be a successful candidate for this role, you will need to have the knowledge and experience in later stages of revenue cycle acumenprovider/payer contracting strategy, reimbursement calculation methodologies, and hospital billing/coding.
Below is a list of ideal qualifications for this position. Don't meet every single one of them? That's okay! Studies show that BIPOC, people with disabilities, and LGBTQIA+ folks hesitate to apply for a position unless they meet 100% of the qualifications listed. We encourage anyone to apply for all open roles. Building a truly diverse team is a challenge that we do not shy away from. Healthcare affects all people differently, but it significantly affects those in underserved communities. With a robust, diverse team, we are stronger and better equipped to change the future of healthcare for all.
Responsibilities
- Develop trusted advisor relationships with key stakeholders post Sale/Implementation phases and throughout the lifetime of the account
- Be passionate about customers achieving their goals using the slate of Turquoise products and service offerings
- Consistently stay on top of current customer needs, motivations and challenges
- Lead renewal initiatives within existing accounts and always be on the lookout for growth opportunities to expand revenue
- Conduct QBRs with customers
- Be the voice of your customers within Turquoise, synthesize customer feedback, bugs, and feature requests to our Product and Devs team for resolution
- Provide consistent reporting on your customer renewal pipeline and the current health of customer accounts
- Provide internal insights that can measure the value being generated
- Contribute to expanding customer playbooks by product vertical for effective streamlining of a scaling team
- Work cross-functionally with Product, Sales, Engineering, and collaboratively within Customer Success with Data and Strategy and Implementation partners
Requirements
- 4+ years of client-facing, customer success experience including Enterprise Customers (major hospital and health systems, major health systems, etc.)
- Must have revenue cycle experience
- Engage customers in a conversation about their goals of price transparency data including, but not limited to: benchmarking, managed care contracting, market research, etc.
- Experience in SaaS and directly managing renewal conversations and agreements
- Excellent communication skills: written and verbal with internal and external customers
- Experience leveraging data to understand customer performance and drive desired outcomes
- Client management skills, professionalism, and demonstrated self-starter
- Excellent skills in time management and work plan management
- Ability to balance multiple priorities in a complex environment
- Quick learner and motivated to understand various technologies
- Excellent analytical and problem-solving skills
Benefits
- Stellar Health Care Plan options (Medical, Dental amp; Vision)
- Unlimited Paid Time Off
- 401K + Matching
- Family Leave (Maternity, Paternity)
- Work From Home + Paid Remote Co-working Weeks
- Stock Option Plan
- Monthly Wellness Benefit
- Annual Learning amp; Development Benefit
- Company-provided equipment (Laptop, Mouse, Keyboard, Monitor)
About Us
At Turquoise Health, we're making healthcare pricing simpler, more transparent, and lower cost for everyone. Have you or a family member ever gotten an MRI, a lab, or even a straightforward surgery without knowing the cost in advance? That's bonkers, right? We're working to fix that.
We’ve already launched our consumer-facing website that allows anyone to search and compare hospital insurance rates; something once impossible. Now, we're rolling out a suite of new products for providers, payers, employers, and patients to clean up the healthcare transaction. We want to change how the industry works from the inside out.
We're a Series A startup backed by top VCs a16z, Box Group, Bessemer Venture Partners, and Tiger Global. Most importantly, we're a multi-talented group of folks (moonlighting as authors, bass players, improv instructors