Company Description:

eHealth Technologies is a leading health care technology company that advances the delivery of life-altering care.

We help to provide fast and seamless access to health care for patients by collecting medical records, test results, and images and organizing them so that physicians have the information they need to provide superior care in a timely manner – in a fast, easy-to-use, digital format.

Our team members take great pride in working behind the scenes to help millions of patients benefit from faster access to lifesaving medical services ranging from cancer care to organ transplants to emergency care.

We support over 100 hospital systems across the United States, including eight of the top 10 hospitals named to the 2022/2023 Best Hospitals Honor Roll by the U.S. News and World Report.

Visit www.eHealthTechnologies.com. Follow us on Twitter, Facebook and LinkedIn.

Position Description

This position reports to the VP of Customer Success. The goal is to advise, guide, and help to develop customer relationships, It plays a pivotal role in ensuring operationally we are exceeding our customer’s expectations and meeting all contractual obligations. The person in this role will represent the company in a professional manner, always, while ensuring clients receive exceptional service and we are able to achieve our desired business results. The Customer Success Manager will be responsible for developing and implementing client service strategies that will fulfill current customer needs and increase sales while providing a positive experience for all clients. The Customer Success Manager works cohesively with the Strategic Customer Success Managers, Clinical, Sales and Operations teams to develop and maintain relationships between eHealth and their customers.

The person chosen for this opportunity will gain experience working in a dynamic, fast paced, technical, team-oriented healthcare IT-related work environment that is guided by and upholds company core values.

Primary Responsibilities:

• Responsible for 15-20 high value accounts
• Operates as the main point of contact for executives and key stakeholders for all business or service level expansions and escalations within assigned customers
• Responsible for increasing net promoter score and the retention of assigned clients
• Achieve quarterly goals through the development and implementation of plans to maximize department volumes, the addition of service lines and value you add services such as indexing and integrations utilizing the eHealth Technologies/Miller Heiman sales process
• Leaders contract renewal and price increase process for assigned clients
• Collaborates with internal Customer Success, Marketing, Sales, and Operation teams to produce a positive client experience
• Service multiple clients concurrently, with the need to meet deadlines
• Communicates and coordinate client needs and requests to internal team members
• Forecasts and tracks client account metrics
• Helps clients optimize their experience by updating templates, index design, and organizing quarterly business or metric reviews
• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
• This position will require travel to customer sites.
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
• Duties, responsibilities and activities may change at any time without notice.

Information Privacy and Security

To safeguard the information privacy and security of all covered information Employee shall also be responsible for:

1. Following eHealth Technologies’ information privacy and security policies, procedures, standard operating procedures, appendices, attachments, etc.

2. Accessing, using, and disclosing only the minimum necessary covered information that is needed for job responsibilities, or otherwise allowed by law.

3. Safeguarding the confidentiality, integrity, and availability of covered information at all times, whether or not on duty.

Knowledge and Skill Requirements:

1. High School diploma or GED required.

2. Bachelor’s Degree preferred.

3. Three (3) or more years of related experience.

4. Proficient with Microsoft office and other business computer software.

5. Ability to work independently.

6. Ability to retain intimate understanding of eHealth Technologies business.

7. Well-developed presentation skills.

8. Excellent attention to detail and organizational skills.

9. Ability to interact and cooperate with all employees.

10. Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity.

11. Exercises good judgment and utilizes creative problem-solving skills.

12. Ability to complete tasks accurately and within strict time constraints.

13. Ability to simultaneously manage several projects.

Key Relationships:

1. Directly supervised by the VP of Customer Success, working in conjunction with the Executive Director of Clinical Optimization, Operations Management, Enterprise Sales VP, and Finance.

2. Interacts regularly with eHealth Technologies staff, customers, vendors, and community members.

Essential Functions:

1. Extended periods of time typing, data entry, sitting, reading, writing.

2. Lifting up to 20 lbs.

3. This position will require travel to customer sites.

4. Willingness to occasionally work a flexible schedule.

5. Availability during regular business hours, evenings and/or weekends on occasion as needed to provide support and assistance to the CSO and VPM

6. Mental Requirements include General, Visual, and Numerical Intelligence. Analytical skills.

7. As eHealth Technologies’ workforce is currently teleworking remotely from home, it is a requirement of the position that employees have the following minimum requirements available in their home internet network, including a router that:

• Must achieve minimum speeds of 100MBPS for download and 10MBPS for upload, or any other higher speed required for the work to be produced contingent upon your role.
• Availability of at least two (2) Ethernet connections in the router to the internet source is required (for your PC and phone).
• Workstation should be plugged directly into the router as a hardwire connection to high speed internet is critical to maintaining approved speeds for optimal functioning of various operational hardware, software and tools, as required for work performance; an appropriate Wi-Fi connection may satisfy this connection to high speed internet.
• Router should be updated regularly with latest firmware, or ultimately replaced if router speeds are not within the minimum specifications above.

Success Metrics:

1. 100% client retention and contract renewal

2. Net promoter score of +50 or higher, with a response rate of 40%

3. Delivery of projected annual revenue

4. Meet growth quota through feature enhancements and volume expansion

eHealth Global Technologies, Inc is an Equal Opportunity Employer