Note: The job is a remote job and is open to candidates in USA. RethinkFirst is the leading global provider of online research-based resources to support individuals with developmental disabilities. The Customer Success Manager is responsible for customer retention and account growth with small and mid-sized behavioral health practices focused on the delivery of Applied Behavior Analysis (ABA) treatment to individuals with autism.
Responsibilities
- Meet and proactively drive to exceed quarterly and annual retention targets
- Identify account growth opportunities within an existing set of Billing customers, working closely with practice owners to showcase how the Rethink solution can support clinical and business needs
- Develop and maintain an exceptional knowledge of Rethink’s behavioral health solution and RCM services
- Oversee account metrics to anticipate customer issues and concerns
- Drive to close upsell/cross-sell opportunities by demonstrating understanding of current and long-term customer needs, proposing appropriate solutions to address identified customer needs, and consistently moving the customer toward commitment
- Resolve customer issues in an efficient, timely, and practical manner
- Serve as a customer advocate internally to ensure support tickets are being addressed quickly
- Collaborate with the Revenue Cycle Management team to provide customer updates and to address customer concerns
- Collaborate with the product team on identifying future product development priorities to drive account growth
- Manage customer satisfaction surveys and responses
- Complete and submit required reports such as forecasts, activity reports, and expense reports on a timely basis
- Enter and maintain data accurately into Salesforce.com including meetings, contacts, updates and forecasts
- Use Teams to conduct effective online meetings
Skills
- Bachelor's degree in psychology, education, business or related field
- Must be comfortable working with technology and fluent in Microsoft Office
- Experience with autism/ABA/ABA billing
- Track record of exceeding quota or showing significant annual year over year growth
- Experience in behavioral health and ABA medical billing
- Excellent verbal and written communication skills
- Strong customer relationship management skills
- Ability to position Rethink solutions and communicate key messages to practice owners and key decision makers
- Self-motivated individual who thrives on doing a job well and has the initiative and drive to excel
- Ability to effectively prioritize, organize, and perform a variety of concurrent tasks
- Proficiency with Microsoft Excel, Word, and PowerPoint applications
- Experience utilizing electronic medical billing platforms
- Experience working with a SaaS (software) company highly preferred
- Experience using Salesforce.com and Gainsight are desirable
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