Job description
The Customer Success Analyst will help our communities thrive by interpreting data from multiple sources and discover trends to support our organizational success through our products and services. They work closely with customer success team members and cross team collaboratively, using trends to create informed, ongoing, and improved strategies. The Customer Success Analyst will understand all of the ins and outs of our products and the services that we provide (including but not limited to Health Scout, Leading Reach, Clinical Applications, CRM and LMS). We are a culture that is unabashedly driven by purpose. We are making a difference to our patients and providers while growing at an accelerated rate.
Every day, we support the health journey of patients by authentically living our core values: Purpose Driven, Relationships Matter, Serve Others First, and Inspire Creativity. If you love serving others and would like to make a material difference in an industry-transforming organization, then we invite you to apply to this role. We are recognized as one of the Top 100 Places to Work by The Dallas Morning News, and we have been awarded as one of the fastest-growing privately held companies by SMU Cox.
Role and Responsibilities:
- Maintains a detailed knowledge of products used within the organization and the impact they can have on our business
- Works with Customer Success Advocates to identify trends in customer data and use those patterns to help determine improvements to strategy and process and inform the Product Strategy team
- Work with cross functionally internal teams to prioritize product initiatives
- Identifies opportunities and areas of improvement in service or product offerings
- Ability to produce business reports for internal and external use
- Completes ad hoc report generation using multiple systems including but not limited to Health Scout, Leading Reach, Clinical Applications, CRM and LMS
- Uses data requirements to obtain information and support the product implementations for both new and existing products
- Queries databases, creates reports and analyzes data to comply with reporting requirements and support improvements in clinical and financial effectiveness
- Manage new provider and end user setup and provisioning
- Manage admin tables, fee schedule data, and other system elements to support the EMR standardization
- Understand government initiatives and the impact on the client. (IE MIPS, CARES ACT)
- Responsible to oversee and track client SLAs and team performance metrics to support the Customer Success team
- Manages data gathering for the business readouts to support organization initiatives
- Previews and evaluates new releases of software as related to the organization's product portfolio.
- Obtains feedback on an ongoing basis from our users and our clients to measure overall satisfaction
- Ability to translate user feedback into feature or functional requirements, as needed
- Provide customer feedback to cross collaborative teams
- Stays abreast of market trends in industry
- Meet or exceed departmental KPIs
- Facilitate meetings, as needed
- Any additional responsibilities not listed above and deemed necessary
Minimum Qualifications and Requirements:
- Positive, service minded attitude
- Ability to prioritize and facilitate processes
- Ability to function effectively in a multi-tasking environment
- Excellent written and verbal communication skills
- Ability to cooperate and contribute as a team player
- Excellent problem solving skills
- Strong interpersonal skills
- Motivated, self-starter with the ability to work independently
- A commitment to excellence with a passion for going above and beyond to help people
- Associates degree required
- Willingness and ability to attend after hour business meetings, as needed
- Local travel, as needed
Preferred Experience:
- 2+ years of healthcare experience
- Knowledge of Zoho
