Customer Success Manager IV

At GHX we believe in fostering a diverse and inclusive workplace where everyone feels valued and supported. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The Customer Success Manager IV will be responsible for the development and successful execution of customer specific account plans. The CSM will own driving an increase overall utilization of GHX solutions and services with their customer. The CSM is a master of industry, product, and process insight and will add customer value through business insight and best practice sharing. The Customer Success Manager will continuously improve satisfaction levels and ensure customer retention. The CSM will understand and document with their customers monthly, quarterly, yearly and multi-year goals. The CSM will constantly look for ways to improve their clients’ business. The CSM own the identification of opportunities to upsell additional GHX products.
The CSM will work cross functionally within GHX to drive outcomes for the customer and cross functionally with their customers to provide value to individual contributors through executive leadership. 

All the CSM’s accounts should become reference accounts for GHX. The CSM will also identify all risk in their accounts, plan and execute cure plans, communications with and using internal resources as necessary. 
This position will assist the Manager, Customer Success with special projects and team direction.
The ideal candidate has a passion for customer service and performance excellence.  Self-motivation and a strong work ethic are essential to success.  Additionally, the candidate must be an individual who has above average communication, analytic, problem solving, planning and coordination skills as well as the ability to develop and maintain strong business relationships and client trust.

Principle duties and responsibilities:

• Creates and implements account plans to drive outcomes for GHX products. Including discovery of customer needs, objectives, goals, KPI’s, business drivers and organizational structure.
• Partners with clients to documents and reach all client goals. This includes tactical, technical and strategic work, with regular milestone checkpoints.
• Supports customer health by identifying potential risk or dissatisfaction and resolving both large and small risks.  
• Educates customers on best practices, helps customer implement, assists in customer training either personally or by identifying internal resources.
• Partners with sales to ensure a seamless customer experience and a team that speaks with one voice to the customers.
•  Partners with Service Delivery, Customer Support and Product Management to drive overall customer satisfaction
•  Hunts for cross-sell opportunities
• Creates deep relationships at all levels of the customer organization
• Presents business reviews to customer, to track performance against goals, next steps, and future business and product changes.
• Represents the VOC to the product team, emphasizing and helping to prioritize changes to products that are most important to the client base.
• Identifies and encourages reference within assigned customer base.
• Demonstrates ability to apply creative solutions to broad array of customer issues
• Assists Manager with special projects and assignments
• Ability to contribute different thoughts, ideas and viewpoints that lead to greater innovation on projects and cross-functional collaborative efforts. 
  

Required Skills:

• Proven ability to build trusted consultative relationships with clients at all levels of an organization
• Proven ability to identify opportunities within client organizations
• Proven ability to identify risk, create and execute mitigation plans to eliminate risks
• Excellent phone and onsite presence and strong written and verbal communication skills
• Analytical, detail oriented with strong project management skills
• Ability to manage large and varying workload effectively without support to overcome obstacles and meet deadlines.
• We are looking for someone who is proficient in the role requirements, but who also brings a unique perspective and diversity of thought to our team. GHX encourages candidates from underrepresented groups to apply and is dedicated to providing equal opportunities for qualified applicants.
  

Required Qualifications:

• Minimum 18 successful months in Customer Success Manager Role
•  Strong knowledge of and user capability with all GHX products
• Minimum of 7 years in the Health Care field
• Experience working directly in healthcare supply chain, for a healthcare provider as a team lead
• Ability to manage special projects/assignments with limited direction
• Ability to assist Manager with team direction and questions
• Experience in one or more of the following applications; materials management, purchasing, data integration and/or data management, GPO Contracting, and Accounts Payable
• Customer facing interaction as needed and willingness to travel up to up to 50%
• Must be able to and be set-up for working from your own professional home office

The compensation for this role is: $98,000-$130,500

The base salary range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary based on various factors, such as the candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us  here: https://www.ghx.com/about/careers/

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