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Change Healthcare Channel Partner Success Manager, Enterprise Customer Care in Helena, Montana

Channel Partner Success Manager, Enterprise Customer Care

Overview of Position

This position works remotely anywhere in the U.S.!

Whilst providing top-quality technical service, the Channel Partner Success Manager (“CPSM”) oversees and assists in strengthening customer relationships and ensuring customer satisfaction. Reporting to the Senior Manager, ECC Network Solutions, the CPSM assumes a team lead role and manages ongoing support to customers to confirm that the customers continue to make effective use of the company’s products. The CPSM plays an integral role with cross-functional teams and the Enterprise Customer Care organization to ensure client escalations are resolved in due time. The CPSM is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

What will be my duties and responsibilities in this job?

  • Provide business, technical, and product knowledge in support of post-sales activities to ensure customer satisfaction.

  • Provide ongoing guidance and training to support staff.

  • Oversee and ensure smooth client transitions from on boarding to support.

  • Address product-related questions and technical challenges.

  • Monitor support requests made by customers to identify any recurring issues and recommend changes to products.

  • Hold regular review meetings with customers for discussions on any problems and issues and report to other members of the account team.

  • Analyze customers’ support needs and identify areas where the company can reduce support costs and offer improved service.

  • Analyze customer data to improve customer experience.

  • Report to internal development and/or product teams on product performance and advise customers of system maintenance or outages.

  • Coordinate operational and strategic activities internally to improve customer experience and strengthen corporate processes across on boarding, support, Customer Experience, Business Intelligence, Product, IT, Customer Communications, Billing, and Finance.

  • Drive multiple projects and/or initiatives to completion simultaneously.

  • Maintain accuracy of customer documentation in all corporate repositories such as Salesforce, Siebel, Qualtrics, Contract Administration, SharePoint and various other document repositories.

  • Accurately replicate, identify, and document software defects with appropriate tracking system(s).

What are the requirements needed for this position?

  • Bachelor’s degree or equivalent

  • Minimum 1-3 years of Customer Service experience with defined customer type within the Healthcare industry

  • Proven track record of successful management/service and/or customer service activities for complex customers.

  • Experience with standardized technical requirements within the healthcare industry, such as ANSI X12, clearinghouse processes, etc.

  • High computer literacy, particularly with Excel, and ability to learn new software and applications

  • Knowledge of customer success processes

  • Experience in document and presentation creation and delivery

What other skills/experience would be helpful to have?

  • Passion for service and improving customer experiences.

  • Strong analytical skills and ability to extrapolate needed improvements from data trending and analysis.

  • Strong emotional intelligence and ability to empathize and understand customers’ needs.

  • Leadership qualities including a self-driven and proactive nature, excellent communication and interpersonal skills, organization, and ability to multitask.

  • Comfort with conversations at the leadership level while also engaging users and support contacts internally and externally.

  • Minimum 1-3 years Account Management or Project Management experience preferred.

  • Experience with Excel, Siebel, SMS, Salesforce, and Net Promoter Score preferred.

What are the working conditions and physical requirements of this job?

General office demands

How much should I expect to travel?

Up to 15% travel is possible. Employees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement.

#li-remote

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

Colorado Residents Only:

The base pay range for Colorado residents is $70,585.00 - $130,095.00 plus any relevant incentive pay programs that may be aligned to the role. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your base pay, Change Healthcare offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental and vision plans; wellness program; health savings account; flexible spending accounts; 401(k) retirement plan; life insurance; short-term and long-term disability insurance; Employee Assistance Program; PTO; tuition reimbursement; and employee-paid critical illness and accident insurance.

COVID Mandate

As a federal contractor, Change Healthcare is adhering to the Executive Order which mandates vaccination. As such, we are requiring all U.S. new hires and employees to show proof of being fully vaccinated for COVID-19 or receive an approved accommodation by their date of hire, as a condition of employment.

As we continue to navigate the ever-changing COVID-19 pandemic, we remain committed to doing our part to ensure the health, safety, and well-being of our team members and our communities. Proof of vaccination or accommodations requests will be collected once an offer is accepted with Change Healthcare. All accommodation requests will be carefully considered but are not guaranteed to be approved.

Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to applyaccommodations@changehealthcare.com with "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted.

Click here https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf to view our pay transparency nondiscrimination policy.

California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood Change Healthcare’s Privacy Notice to California Job Applicants Regarding the Collection of Personal Information (https://www.changehealthcare.com/privacy-notice/privacy-notice-to-california-job-applicants) .

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.

Change Healthcare is an equal opportunity employer. All qualified applicant will reveive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.

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