Customer Success Manager, Trading Partner (Remote)

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

At Availity, we're not just another Healthcare Technology company; we're pioneers reshaping the future of healthcare! With our headquarters in vibrant Jacksonville, FL, and an exciting office in Bangalore, India, along with an exceptional remote workforce across the United States, we're a global team united by a powerful mission.

We're on a mission to bring the focus back to what truly matters – patient care. As the leading healthcare engagement platform, we're the heartbeat of an industry that impacts millions. With over 2 million providers connected to health plans, and processing over 13 billion transactions annually, our influence is continually expanding.

Join our energetic, dynamic, and forward-thinking team where your ideas are celebrated, innovation is encouraged, and every contribution counts. We're transforming the healthcare landscape, solving communication challenges, and creating connections that empower the nation's premier healthcare ecosystem.
Reporting to the Senior Manager, Customer Success the Customer Success Manager will be responsible for managing a portfolio of client accounts to foster long-term relationships and drive value for customers. This includes a focus on relationship management, account planning, and identification of revenue enhancement and optimization opportunities.

Sponsorship, in any form, is not available for this position.

Why you want to work on this team:

• You will get to work for a dynamic company that supports continuous learning and growth opportunities.

• You will get to work with a team that is collaborative, supportive and has the autonomy to get the job done.

• You will be mentored by a manager that is committed to consistent coaching and developing and has a strong passion for mentoring employees.

To be qualified for this position:

• Bachelor’s degree in Business, Finance, Marketing, or equivalent work experience in a Relationship Management or Client Services role of increasing responsibility

• 3+ years of experience in account management or client success

• Familiarity with clearinghouse operations, APIs, and interoperability solutions

• Strong knowledge of the HIT market landscape

• Demonstrated ability to build and maintain relationships with customers

• Ability to accommodate up to 20% travel

• Exceptional communication abilities: oral and written

• Strong presentation skills and ability to present to large groups and C-suite members

• Strong conflict resolution skills

• Demonstrated ability to use discretion and make sound decisions under pressure

• Ability to adapt to change of process and/or directions

You will set yourself apart:

• Any type of healthcare experience

• Experience planning, tracking, and executing customer success plans and reviews

• You possess a strong technical aptitude

What you'll do:

Client Relationship Management:

• Manage a portfolio of HIT and Trading Partner client accounts to foster long-term business relationships.

• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors

• Act as a client advocate with internal teams to resolve issues and fulfill requests.

• Identify key decision-makers and influencers in client organizations to understand their pain points and offer relevant solutions.

Client Success and Strategic Planning

• Conduct business meetings, KPI reviews, and quarterly business reviews.

• Monitor client health to identify risks and opportunities for growth.

• Create and execute an Operational Success Plan, including recommendations, based upon an analysis of the client’s business goals, operational workflow, and utilization trend.

Operational Management

• Partner with the Trading Partner Operations Manager to oversee open projects and distribute monthly communications to clients.

• Ensure timely completion of department projects and operational initiatives.

• Serve as a subject matter expert on client partnerships and integrations for all internal departments

Problem Solving and Escalation

• Collaborate with the Trading Partner Operations Manager to recommend appropriate reports for clients to utilize to manage their workflow and business processes.

• Work with cross-functional teams to escalate and resolve client issues.

Understanding and Engagement with Client Needs

• Develop an understanding of the client’s business and workflow to offer tailored solutions.

• Participate in on-site client visits and collaborate with the Account Executive to prepare and deliver quarterly and annual business reviews.

Availity culture and benefits:

• Availity is a certified “Great Place to Work”, a “Best Workplaces for Technology Companies”, a “Best Workplaces for Women” and a “Best Workplaces for Millennials”!

• Culture is important to us and there are many ways for you to make your mark here!

• We have several Diversity & Inclusion teams and various ways to engage with fellow Availity associates. “AvaiLadies”, “Beyond Black”, “HOLA”, “Availity Pride”, “VetAvaility” a Young Professionals Group and “She Can Code IT” a group for women in tech are some of the groups you can get involved in.

• Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too!

• We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one!

• We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.

• Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.

• Interested in furthering your education? We offer education reimbursement!

• Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.

• Want to work for an organization that gives back to the community? You’re at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign.

Next steps in process:
After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process

Interview process: 

• Resume Review

• Recruiter Video Interview

• Panel Video Interview

• Manager Video Interview

• VP, Customer Success Video Interview

#LI-NA1

Video Camera Usage:

Availity fosters a collaborative and open culture where communication and engagement are central to our success.  As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.

Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships.  The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.

Disclaimers:

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify.

Click the links below to view Federal Employment Notices.

Family & Medical Leave Act  Equal Employment Law Poster  Pay Transparency  Employee Polygraph Protection Act  IER Right to Work Poster  Important Notice about Employee Rights to Organize and Bargain Collectively with Their Employers