Customer Success Manager

Apixio • USA • 3d ago

Who We Are:

At the intersection of health plans and providers, Apixio is creating a leading Connected Care platform to minimize reimbursement inaccuracies and high-quality patient care so they can thrive as the industry moves toward value-based reimbursement models.

The combination brings together healthcare expertise, AI/machine learning technology and data-driven analytics solutions to deliver innovative solutions and value to our customers and the healthcare ecosystem. We aim to accelerate the shift toward alternative payment models, while enhancing efficiency and supporting better patient outcomes.

The Customer Success Manager is part of the Apixio Customer Operations organization and is responsible for successful completion of all customer projects. The team coordinates efforts between internal resources and customers in support of custom risk adjustment projects and reports on project status to all stakeholders. Apixio’s Customer Success Managers are hybrid project management and consulting resources that have strong healthcare industry knowledge combined with communications and project management skills. They are key to successful customer retention and project success.

What you will own:

Lead the Apixio relationship with the customer ensuring that they receive the best possible result delivery, service and support.
Manage coordination, tracking and reporting of all things related to customer projects.
Lead (coordinate, motivate and facilitate) the efforts of associated project resources working closely with all internal teams including: data integrations, coding management, engineering, sales, and executive teams.
Ensure smooth communication channels between internal stakeholders via regular reporting and info sharing (daily/weekly/quarterly reports, meetings, status updates, etc.).
Own customer operations project management processes, tools, reference materials and cross functional usage.
Monitor project status and success throughout the entire project lifecycle.
Identify, analyze and resolve customer problems as they arise; coordinating escalation and resolution with sales and other internal stakeholders.
Prepare final reports and presentations for customers; calculate project results summaries, coordinate results delivery with the Sales team.
Identify, define and execute process improvements in line with department needs and organizational goals.
Partner with the engineering team to identify, prevent, and resolve software issues affecting customer projects.

What you bring to the table:

3+ years project management experience
Familiarity with Healthcare data systems, data formats and processes with the ability to converse at a technical level required
BS degree in business, technology or related field
Knowledge of healthcare industry, payment models, risk adjustment, medical coding, physician workflow, and/or electronic health record systems
Advanced Excel skills, including vlookup, and pivot tables; some knowledge of sql queries is helpful
Excellent written and oral communication skills

Bonus points for:

Strong bias for action and collaboration and well developed sense of urgency
Strong curiosity and ability to correlate data from many sources
Professional and respectful demeanor in a relaxed work environment
Detail oriented, self‐starter with proven track record of execution and results
Team player with a desire to learn and take on new responsibilities in a fast paced, innovative environment
Advanced presentation skills; comfortable presenting to multiple audiences
Ability to establish rapport with multiple client stakeholders
Excellent meeting leadership skills, including meeting logistics, agendas, and meeting notes.
Demonstrated ability to conceptualize, manage and prioritize multiple projects
Prior startup experience a plus

The salary range below is for Base Salary. Total compensation also includes benefits and variable compensation. Compensation will be determined based on several factors including, but not limited to, skill set, years of experience, and the employee’s geographic location.

Base Compensation

$106,000—$135,000 USD

We recognize that people come with experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions. Your skills and background may be more translatable to this role than you initially thought. Allow us the opportunity to get to know you. Please let us know if you require accommodations during the interview process.

What Apixio can offer you:

Meaningful work to advance healthcare
Competitive compensation
Exceptional benefits, including medical, dental and vision, FSA/HSA
Generous vacation policy

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We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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