Client success manager serp_jobs.h1.location_city

Job Title : Manager

Location : SBC Corporation

Department Name : IT&S Community Connect

Req # : 0000220203

Status : Salaried

Shift : Day

Pay Range : $121,749.00 - $171,970.00 per year

Pay Transparency :

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Job Summary

The Customer Success Manager, CSM, of Community Connect is responsible for managing ongoing relationships with Connect sites and serves as the face of the program for their staff and leadership.

This responsibility includes being the champion for Connect site needs and is the liaison between leadership at Connect sites and RWJBH IT teams.

The CSM will collaborate and build relationships internally and externally, working with Connect sites and leaders to identify program priorities and establish and monitor supporting goals for success.

Reporting to the Director of Community Connect, this role will collaborate closely with RWJBH's Epic Community Connect sites and IT Divisions and Departments.

The CSM will oversee all aspects of the Connect site s relationship with RWJBH, serving as the primary point of contact to ensure successful delivery of commitments, address and remove barriers, solve problems, and proactively share RWJBH s long-term vision and strategic roadmap

Essential Functions

• Customer Support & Experience Relationship Management
• Build and maintain strong relationships with key site leaders and executives from each Connect Customer
• Develop account management strategies and operational plans for Connect sites to effectively implement and use the Epic system
• Conduct onsite post-implementation reviews to assess success and gather feedback for future improvements
• Learn organizational strengths and interests of the Connect sites and understand their key drivers for success
• Serve as the primary escalation point for onboarding, training, access, and support needs for Connect sites
• Provide ongoing support through regular meetings and open communication channels, ensuring site satisfaction and success
• Monitor service delivery metrics and identifies areas for improvement
• Assist sites in establishing and maintaining proper intake processes for the various levels of requests [Break-Fix, Optimizations, and Projects]
• Establish effective and consistent communication processes between RWJBH and the Connect customers to ensure appropriate awareness and understanding of Epic upgrades and / or system outages
• Provide high-quality account management and analysis for clinical and operational issues within the Epic Community Connect program
• Promote a compassionate and supportive environment
• Demonstrate effort to provide prompt and consistent service
• Identify issues that arise in the application areas as well as issues that impact other applications and technical teams and working collaboratively to resolve them
• Review the status of projects and issues on an ongoing basis with operational leadership, which includes the creation of status reports
• Review and keep apprised of enhancement and catalog requests aging and progress according to prioritization
• Review the Connect host newsletter to stay in the loop on best practices and upcoming events
• Hold onsite sessions to review and align strategic roadmaps
• Review progress on site specific action plans developed based on annual survey feedback

Planning

Project Leadership & Management

Education

Preferred : Master s degree in health care management, Information Technology, Business or related field

Minimum : Bachelor s degree or equivalent years of relevant work experience

Experience

Preferred : Three to Five years experience in successful account management or customer service experience, preferably in healthcare sector, with demonstrated ability to collaborate effectively with customers,

Minimum : Three years relevant experience; knowledgeable of Epic application portfolio

Licenses and Certifications : None specified

Interested in learning more about our IT&S team? Check out this video from our leadership team! https : / / vimeo.com / 1038366426 / 2f1c2a76a5?ts=0&share=copy

Benefits and Perks :

At RWJBarnabas Health, our employees are at the heart of everything we do. Driven by our Total Wellbeing promise, our market-competitive offerings include comprehensive benefits and resources to support our employees’ physical, emotional, financial, personal, career, and community wellbeing. These benefits and resources include, but are not limited to :

Paid Time Off including Vacation, Holidays, and Sick Time

Retirement Plans

Medical and Prescription Drug Insurance

Dental and Vision Insurance

Disability and Life Insurance

Paid Parental Leave

Tuition Reimbursement

Student Loan Planning Support

Flexible Spending Accounts

Wellness Programs

Voluntary Benefits (e.g., Pet Insurance)

Community and Volunteer Opportunities

Discounts Through our Partners such as NJ Devils, NJ PAC, and Verizon

….and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey—whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer

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