Customer Success Manager


Industry: Customer Service Job Number: 2820

Job Description


Managed Resources (MRI) is a nationwide leading provider of medical coding support, revenue cycle management, medical billing and coding review, and many other managed healthcare solutions. Since 1994, MRI has partnered with healthcare organizations nationwide, ranging from large academic systems, tertiary and community hospitals to local physician groups, providing leadership and expertise across coding and revenue cycle operations.

Essential Job Functions
Complete the following functions in accordance with Managed Resources policies:
Relationship Management
  • Demonstrate thorough knowledge of customers’ business challenges, opportunities, and how our solutions address them
  • Support communication between clients and operations teams
  • Have an accurate understanding of all client services, projects and customers
  • Engage with new customers and help them during their onboarding and implementation process
  • Conduct regular check in calls with clients to help further client relationships, satisfaction, and growth
  • Prepare reports, presentations, and lead customer update meetings
  • Develop trusted relationships with key customer partners, build advocates
  • Prepare for and participate in project review meetings with company leadership
  • Facilitate service utilization growth for assigned accounts
  • Uncover potential cross-sell and upsell opportunities  
  • Participate in client trade fairs, networking opportunities, and client visits as assigned
Internal Process
  • Collaborate internally across departments (Operations, Sales, Marketing, Accounting, Human Resources) to advocate for clients and build successful scalable customer success programs
  • Work closely with the recruitment teams to ensure they understand client requirements and deliver qualified candidates in a timely manner
  • Ensure consistent application of customer relationship best practices
  • Advocate for customers in service roadmap discussions
  • Prepare and track key client satisfaction metrics
  • Summarize and feedback minutes/actions from internal and client meetings
  • Document all client activity in company CRM system
  • Stay up to date on Industry and Service-related trends
Ideal candidate will possess the following
  • 3+ years in a client-facing role managing clients and building client relationships
  • Time management including work planning, prioritization, and organization
  • Work effectively with executive teams within the company and client based
  • Ability to create succinctly written documentation (emails, PowerPoint, Word documents etc.)
  • Ability to multitask and persevere in a fast-paced dynamic environment with a sense of urgency
  • Excellent communication and customer service skills
  • Must have a can do and positive attitude
Benefits for full time employees include:
  • Medical, Dental, and Vision Insurance
  • 401k plus matching
  • Paid time off
  • Paid holidays
  • Fully remote work environment
  • Employer provided equipment
  • Monthly phone/internet reimbursement

Managed Resources is an Equal Opportunity Employer (EOE) M/F/D/V/SO

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