Description

As the #1 advisor for developing and empowering people to deliver the highest quality care, HealthStream’s brands include best-in-class apps, software, and specialized solutions. Over the last 30 years, our Company has remained committed to solving big problems and growing into new product lines. We are constantly innovating and finding new ways to positively impact healthcare organizations. 

What does our values-based culture offer you? 

• A collaborative work environment 

• A mission-oriented mindset 

• Work-from-home flexibility 

• A chance to grow your career 

All our HealthStreamers share a common vision: to improve the quality of healthcare by developing the people who deliver care. For over 30 years, we have remained committed to providing effective solutions through innovation and constant growth. Today, we offer a unified suite of products to streamline scheduling, credentialing, training and learning management, workforce development, and other key areas in the healthcare industry. We provide recurring value and, as a HealthStreamer, you will be at the forefront of healthcare technology innovation! 

We offer work-from-home flexibility as part of our hybrid workplace policy. Our three Resource Centers (located in Nashville, TN; Boulder, CO; and San Diego, CA) are available for scheduled in-person events or assigned workspaces for those who want to work in the office. Remote team members also have access to flexible space scheduling for occasional use.

We encourage collaboration and commit to growth for our entire team. Our thriving culture allows our team members to continuously solve big problems, and we value these contributions. If you want to work for a company committed to its values and vision, HealthStream is the place for you! 

We make sure patients receive competent care from qualified people. As a HealthStream team member, you would help this vision come to life. We pride ourselves on being a community where you can both build your career and take time away to fulfill your life goals and commitments. 

Your Role As a HealthStreamer 

Position Summary

The Success Manager plays a pivotal role in assuring a meaningful experience for our customers as they strive to solve big problems using HealthStream products and solutions. By proactively engaging with customers in purposeful dialogue, the Success Manager helps to ensure optimal adoption of solutions in alignment with the customers organizational goals.

Essential Duties and Responsibilities

You will be responsible for adhering to all HeathStream security policies, procedures, and assigned training.

• Develops and maintains an ongoing consultative relationship with the customer through regular engagement with key stakeholders to review satisfaction and utilization of products/solutions, share best practices, determine progress to organizational goals, and identify ongoing customer needs.

• Solicits regular customer feedback and communicates responses accordingly to HealthStream internal stakeholders, including sales, product management, training, onboarding, and operations.

• Utilizes data to analyze product utilization and adoption

• Proactively intervenes where opportunities exist to improve utilization/adoption and ensure ongoing customer retention and growth

• Maintains Salesforce documentation of customer engagement activities to ensure service continuity

• Collaborates with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customers

• Collaborates with product managers/owners of assigned solutions to ensure ongoing understanding of product design and metrics for customer success

• Collaborates with implementations teams to develop onboarding plans for assigned products

• Collaborates with sales and other Success Managers on account renewal strategy

• Provides advisory support in pre-sales discussions to articulate the role of the Success Manager in supporting the customer

• Collaborates with product, development, and content teams to develop customer facing materials for assigned products

• Maintains the customer community site to support customer self-service by ensuring up-to-date product guides and templates, advertising webinar topics, and encouraging and engaging in discussions with and between customers

• Collaborates with members of the HealthStream Community team to ensure customer resources on the community are effectively addressing their needs for self-service

• Leads strategies to increase assigned product adoption on both a one-to-many and one-to-one basis with our customers

• Identifies and nurtures referenceable accounts and assists to capture the customers success story and ROI

• Collaborates with onboarding teams to develop onboarding plans for assigned products

Qualifications

What You Will Need to be Successful

Education, Experience and Knowledge Required

• Experienced professional with a minimum of a bachelor's degree in healthcare, business, or technical field

• Nursing degree, RN, and/or clinical experience strongly preferred

• Minimum 3 years in a B2B customer success/sales or related role

• Experience in healthcare organization preferred

• Experience with HealthStream products from an administrator level is a plus

• Experience in a SaaS business desirable

Skills and Abilities Required

• Experience with Salesforce and a success management tool (such as Totango or Gainsight) is desirable

• Proficiency in use of Microsoft Office Products

• Excellent verbal and written communication skills

• Understanding of data and its application to defining customer success

• Technical acumen to support development of an in-depth understanding of assigned products/solutions

• Function independently and use critical thinking to analyze and help resolve customer challenges with product utilization and adoption

• Seek guidance from more experienced team members when encountering new/challenging situations

• Effectively present information to management, customer groups, and HealthStream internal stakeholders

• Collaborate as part of a team to optimize solutions and a seamless delivery approach

• Interact and build relationships at various levels of customer organizations to identify their needs and work with them to find solutions that fit within their organizational strategy, culture, and constraints

• Utilize data to demonstrate customer performance to desired outcomes

• Coordinate activities across a number of customer accounts

• Adapt to changes in strategy or approach as needed in a fast paced, innovative environment

• Willingness to learn a variety of HealthStream platforms and products, and to commit to ongoing learning to maintain competence in assigned products/solutions

• Travel up to 20%, staying overnight as needed to meet customer and internal company needs.

• Seek guidance from more experienced team members when encountering new/challenging situation

Benefits 

HealthStream offers a comprehensive benefits package to eligible employees, including: 

• Medical, Dental and Vision insurance 

• Paid Time Off 

• Parental Leave 

• 401k and Roth 

• Flexible Spending Account 

• Health Savings Account 

• Life Insurance 

• Short- and Long-Term Disability 

• Medical Bridge Insurance 

• Critical Illness Insurance 

• Accident Insurance 

• Identity Protection 

• Legal Protection 

• Pet Insurance 

• Employee Assistance Program 

• Fitness Reimbursement 

If you have a passion for improving healthcare outcomes and empowering healthcare workers, come join the HealthStream team! We hope you join us and be a HealthStreamer!