Customer Success Manager

ResMed has always applied the best of technology to improve people's lives. Now our SaaS technology is fueling a new era in the healthcare industry, with dynamic systems that change the way people receive care in settings outside of the hospital–and tools that work every day to help people stay well, longer. We have one of the largest actionable datasets in the industry, creating a complete view of people as they move between care settings. This is how we empower providers–with vital insight to deliver the care people need, right when they need it



We're also ensuring that our health solutions connect to other companies' networks. Because when objectives align, everyone wins. And as we work today to drive better care and lower costs, we're developing more personalized solutions for tomorrow, utilizing machine learning, intelligent care paths, and predictive protocols. If you are an innovator who wants to make an impact we want to talk to you! We have exciting opportunities supporting Brightree by ResMed and MatrixCare by ResMed!



The Customer Success Manager will be responsible for ensuring the success of our MatrixCare customers and Customer Success team members. The Customer Success Manager must be passionate about delivering an industry leading success experience and ensuring customer retention. This individual must advocate for their customers internally and ensure they are acting as the voice of the customer. This individual must work well cross functionality and collaborate with other teams



Let’s talk about Responsibilities

• Provide ongoing exceptional success management for key strategic accounts


• Coordinate the involvement of company personnel, including support, development, professional services, sales, and leadership resources to identify and deliver the customer’s desired outcomes


• Facilitate resolution to unresolved client issues


• Proactively assess, clarify, and validate customer needs on an ongoing basis


• Maintain and manage the overall health of assigned customers and address clients at risk based on established health indicator criteria


• Based on Success Planning and engagement generate qualified upsell opportunities for the Account Management Team


• Identify, manage, and maintain the current phase of assigned clients relative to the established Customer Lifecycle


• Work with assigned clients to enhance adoption, manage risk, proactively mitigate risk, and achieve client outcomes


• Mitigate churn and implement strategies for customer retention


• Advocate for customers, their needs, and present solutions for their requests


• Work closely with internal teams to identify process improvements and efficiency gains for our customers


• SME for team processes
  
  
  
  • Responsible for gap analysis, task analysis
  
  
  • Responsible for knowledge on upcoming releases and new functionality
  
  


• SME for team toolset such as Salesforce


• Train team on new functionality and toolset enhancements with applicable


• Lead Internal MatrixCare meetings if applicable


• Assist sales with customer information as required


• Represent MatrixCare at conferences and trade shows with customers as required

Let’s talk about Qualifications and Experience

• Bachelor’s degree in related field OR experience that sufficiently demonstrates ability to analyze and solve technical software and hardware problems, communicate effectively, and provide excellent customer service (generally 4-6 years)


• Ability to work with other management teams effectively


• Minimum of six years’ experience working with personal computer


• Excellent customer service skills both internally and externally (via phone, email, face-to-face)


• Good problem-solving and prioritization abilities


• Excellent verbal and written communication skills


• Hardware, OS, software and computer skills


• Ability to perform software application troubleshooting and analytical thinking at a higher level


• Ability to proactively communicate necessary information to team members, manager, etc.


• Ability to demonstrate good judgment regarding call priorities, product priorities, and escalations


• Ability to maintain productivity and act responsibly during stressful situations


• Ability to develop good working relationships with clients


• Knowledge of software support methodologies and/or the post-acute healthcare industry is preferred, but not required

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

• Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.


• This role is eligible for a Sales Incentive Plan with a target of $20,900 annually.


• At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current base range for this position is: $70,000 - 108,000


• For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.