Customer Success Manager at Apixio

The Customer Success Manager is part of the Apixio Customer Operations organization and is responsible for successful completion of all customer projects. The team coordinates efforts between internal resources and customers in support of custom risk adjustment projects and reports on project status to all stakeholders.  Apixio’s Customer Success Managers are hybrid project management and consulting resources that have strong healthcare industry knowledge combined with communications and project management skills. They are key to successful customer retention and project success.

What you will own:

• Lead the Apixio relationship with the customer ensuring that they receive the best possible result delivery, service and support.
• Manage coordination, tracking and reporting of all things related to customer projects.
• Lead (coordinate, motivate and facilitate) the efforts of associated project resources working closely with all internal teams including: data integrations, coding management, engineering, sales, and executive teams.
• Ensure smooth communication channels between internal stakeholders via regular reporting and info sharing (daily/weekly/quarterly reports, meetings, status updates, etc.).
• Own customer operations project management processes, tools, reference materials and cross functional usage.
• Monitor project status and success throughout the entire project lifecycle.
• Identify, analyze and resolve customer problems as they arise; coordinating escalation and resolution with sales and other internal stakeholders.
• Prepare final reports and presentations for customers; calculate project results summaries, coordinate results delivery with the Sales team.
• Identify, define and execute process improvements in line with department needs and organizational goals.
• Partner with the engineering team to identify, prevent, and resolve software issues affecting customer projects.

What you bring to the table:

• 3+ years project management experience
• Familiarity with Healthcare data systems, data formats and processes with the ability to converse at a technical level required
• BS degree in business, technology or related field
• Knowledge of healthcare industry, payment models, risk adjustment, medical coding, physician workflow, and/or electronic health record systems
• Advanced Excel skills, including vlookup, and pivot tables; some knowledge of sql queries is helpful
• Excellent written and oral communication skills

Bonus points for:

• Strong bias for action and collaboration and well developed sense of urgency
• Strong curiosity and ability to correlate data from many sources
• Professional and respectful demeanor in a relaxed work environment
• Detail oriented, self‐starter with proven track record of execution and results
• Team player with a desire to learn and take on new responsibilities in a fast paced, innovative environment
• Advanced presentation skills; comfortable presenting to multiple audiences
• Ability to establish rapport with multiple client stakeholders
• Excellent meeting leadership skills, including meeting logistics, agendas, and meeting notes.
• Demonstrated ability to conceptualize, manage and prioritize multiple projects
• Prior startup experience a plus