Customer Success Manager

We seek a self-starting and curious individual to join our team. The CSM position is unique and exciting in the breadth of the projects it contains and in the rapid pace at which those projects may arise and evolve. The prospective CSM must feel very comfortable learning new skills and subject areas quickly and bridging disciplines and sectors in the pursuit of new strategies and solutions. This person will have a lot of autonomy and ability to innovate in their role. We envision this person fully owning and driving forward multiple projects that exist within the world of value-based care, and being accountable for the outcomes of these projects. On our team, things change quickly! You should welcome that type of environment and feel comfortable with emerging new ideas, projects and strategies.

A Successful Candidate in this Role Will​:​​

  • Implement software as a service (SaaS) and weigh in on strategic decisions about projects on behalf of clients as needed
  • Juggle multiple projects (feature releases, software implementations, bug fixes) at one time and drive work plans forward to hit milestones and goals against deadlines​)
  • Speak up when they are unsure of how to move forward and invite cross-functional teams into problem solving conversations
  • Learn quickly and effectively on behalf of the organization— you will become a Subject Matters Expert in a certain field
  • Support and refine optimal ways in which Cozeva can make our clients successful and help to bridge the knowledge gap with those clients as appropriate

Essential Duties & Key Responsibilities:

  • Engage in Project Management and implementation for projects for multiple clients
  • Exhibit strong data analytics skills, both for qualitative and quantitative data, and demonstrate the ability to interpret analysis and apply learning
  • This includes using data analysis and data interpretation skills to recommend strategic pivots to project work plans as necessary

Qualities and Prerequisites:

  • Strong strategic thinking function
  • High learning agility and unusually high tolerance for ambiguity
  • Ability to move projects forward in a shifting, often uncertain environment and handle multiple tasks in a fast paced setting
  • Able to see, and pivot between, multiple paths to the same goal
  • Comfort with data analysis and measurement
  • Comfort with healthcare landscape
  • Experience managing multiple competing projects
  • Excellent “soft skills,” including verbal and written communication skills
  • Excellent relationship management skills and great judgement when working with external partners, communities and clients
  • Strong problem solving and project management skills
  • Proficiency in MS Office suite, as well as Google Apps
  • Well organized multitasker
  • Tendency toward, and high tolerance for, clear and direct communication
  • Curiosity around improving systems

30/60/90 Day Plan:

  • Within 30 days, you will:
    • Be familiar with Cozeva product suite and be able to demo CozevaQuality 
    • Internalize Cozeva success stories, our systems and our processes
    • Shadow every customer success meeting with existing clients and demos to potential clients
  • Within 60 days, you will:
    • Become familiar with support ticketing system, live chat and support phone system and begin addressing support tickets, then live chat and live support calls on a rotational basis
    • Begin to take on your own portfolio of accounts and become fluent in customers’ histories, goals with Cozeva, and define plans to make these accounts successful
    • Understand the value-based healthcare environment – NCQA, HEDIS, IHA, CMS
  • Within 90 days, you will:
    • Learn how to respond to customer questions and investigate queries before passing it on to development team
    • Have ownership over the engagement, retention, and growth of these customers 
    • Be fully ramped and co-lead onboarding processes for new customers