Sr. Client Success Manager

Posted on Indeed on May 24, 2021
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

What we're looking for:

  • Bachelor’s degree

  • 5+ years of analyst/project management/account management experience in healthcare software or consulting environment

  • Experience building and managing relationships, including interacting with all levels of management (both internally and client-focused)

  • Project management experience (e.g. lead meetings, draft status reports, develop & manage project plans, track issues/risk logs, develop & monitor resource plans, etc.)

  • Understand the vocabulary used in a healthcare and revenue cycle operations

  • Experience with root cause analysis, including the skill and experience to troubleshoot and investigate issues

  • Ability to execute and prioritize a large number of tasks in a fast-paced environment

  • Ability to work independently and to lead cross-functional teams

  • Possess process and change management skills

  • Subject matter expertise and dedication to remaining current with industry changes

  • 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 preferred

  • Ability and willingness to travel up to 75% of the time to client sites, corporate meetings, and conferences/seminars

Waystar provides 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, visit or follow @Waystar on Twitter.

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