Manager Customer Success Southeast Region (Gurugram)

About FinThrive FinThrive is advancing the healthcare economy. We rethink revenue management to pave the way for a healthcare system that ensures every transaction and patient experience is addressed holistically. Were making breakthroughs in technologydeveloping award-winning revenue management solutions that adapt with healthcare professionals, freeing providers and payers from complexity and inefficiency, so they can focus on doing their best work. Our end-to-end revenue management platform delivers a smarter, smoother revenue experience that increases revenue, reduces costs, expands cash collections, and ensures regulatory compliance across the entire revenue cycle continuum. Weve delivered over $10 billion in net revenue and cash to more than 3,245 customers worldwide. When healthcare finance becomes effortless, the boundaries of whats possible in healthcare expand. For more information on our new vision for healthcare revenue management, visit finthrive.com Award-winning Culture of Customer-centricity and Reliability At FinThrive were proud of our agile and committed culture, which has led to certification as a \"Great Place to Work\" since 2017. Were honored to have been ranked #21 among the Best Workplaces in Healthcare for 2023, and we know that it's our collective dedication that makes FinThrive an exceptional place to work. - Find balance with our remote-friendly organization - Take time to recharge and pursue your passions - Be part of a positive and supportive work environment - Grow and excel your career with training and education Our Perks and Benefits FinThrive is committed to continually enhancing the employee experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits. Impact you will make The Customer Success Manager (CSM) is responsible for managing assigned Customers and supporting all aspects of Customer management activities. This role is accountable for Customer satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities. The CSM will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their customers. What you will do - Must be well-versed in the details of all levels and functions within the full scope of Revenue Cycle of US Healthcare. - Maintain accurate and up-to-date customer records and documentation. - Ensure all interactions are documented in the customer relationship management (CRM) system. - Manage all renewals, maintain accurate listings of contract expiration dates, and handle notification requirements. - Identify growth opportunities within assigned client base - Secure and increase references, fostering a high response rate and positive KLAS and Net Promoter survey scores.Secure and increase references - Ensure client satisfaction, to include owning communication of value realization, as well as by managing and setting customer expectations, through proactive outreach - Serve as an internal escalation point for issues regarding a customers contract, invoices and account receivable. - Adoption and utilization of resources provided to pro-actively monitor and manage customer outcomes and success to include: - Gainsight - Salesforce - Identify risk to existing customer and Internally document risk mitigation plans for assigned accounts. - Ability to play a key role in customer satisfaction and performance - Accept responsibility/accountability for responding to all assigned customer issues and tasks. Takes full responsibility for the account in customer satisfaction, communication, and when needed, escalation - Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback - Identify opportunities for operational and process improvements related to the utilization and integration - Conduct business reviews with quarterly or annual frequency depending on client and monthly pulse checks - Open to work in 24X7 environment. - Manage escalations from assigned customers. What we would like to see - Bachelors degree - 5+ years of relevant work experience in Account Management or Customer Success. - Experience using Gainsight - Experience in healthcare industry - Previous sales experience and leadership - LMS Tools FinThrives Core Values and Expectations - Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrives core values of courage, authenticity, respect, excellence, and service, operates effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seeks out continuous feedback and learning opportunities - Support FinThrives Compliance Program by adhering to policies and .