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Customer Success Lead

Location: Nashville, TN or Remote in the United States

Provider and payer organizations across the healthcare industry face an uphill climb.

As payment reforms reshape healthcare, care teams are tasked with new challenges: engaging patients from a distance, working across disciplines, sharing information, making handoffs, tracking the impact of care management on costs and outcomes. The list goes on and on.

As more is demanded of care teams, the software they've relied upon frequently comes up short and/or fails. (Increasingly both.) Inflexible software leads to frustrated teams. Frustration affects performance, which increases costs and threatens organizational objectives.

RoundingWell believes there’s a better way.

Each organization has unique needs. Each team has unique needs. We’re on a mission to engineer a modern platform of flexible building blocks that supports care management teams and their workflows. The RoundingWell platform is highly configurable, which allows us to be extremely responsive to our customers’ needs. We have also placed a premium on the end-user experience.

Because of our extreme focus on customer satisfaction, RoundingWell is going up against some of the largest health IT vendors and winning. Now we’re on the hunt to add amazing, talented people to our team.

This is where you come in...

Our team is looking to add a Customer Success Lead to ensure our customers get the most value out of RoundingWell.

We are looking for an individual with a technical/software background who is looking to join our growing organization and play a pivotal role in ensuring the success of our most advanced and engaged customers.

THIS IS A HIGHLY TECHNICAL ROLE. PLEASE DO NOT APPLY IF YOU DO NOT HAVE HANDS-ON EXPERIENCE WORKING IN THE SOFTWARE SPACE.

We are looking for someone who wants to become an expert in every inch of the product to deliver measurable value for RoundingWell customers.

The Client Success Lead will take a primary role in working with our customers to configure the RoundingWell platform to meet the clinical and financial objectives of each; to support the platform’s deployment; and to drive its successful (and expanded) usage across a customer over time.

What you will do:

• Function as one of the “primary go-to’s” for our provider customers across all phases of the relationship: requirements gathering, configuration, training, deployment, and expansion.

• Become a functional and technical expert in the RoundingWell platform.

• Identify detailed customer needs and collaborate with RoundingWell teammates to solve for those needs via the design of workflows, forms, surveys, alerts, analytics, reports, etc.

• When possible, identify the solution for the issue that customers bring to you. Escalate urgent problems through product and engineering when needed.

• Communicate and organize/escalate all issues appropriately - including functionality, security, training, and technical inquiries.

• Create and manage configuration and deployment project plans; monitor and review project progress and timelines; adjust schedules and plans as needed; and identify and resolve issues to ensure success.

• Monitor and identify adoption and utilization trends. Provide recommendations based on customer's business needs and usage patterns.

• Utilize and continuously improve internal processes for articulating product feedback to engineering teams - and the roadmap back to customers.

• Create reusable materials and collateral (written and recorded) to help scale your impact across a growing number of customers.

More about you:

• You have 4+ years of customer-facing technical software support experience in some capacity. You have multiple years of software experience with an understanding of modern software development practices, tools, and technologies. You have experience working with modern SaaS platforms, APIs, and integrations.

• You are exceptional at managing multiple open threads simultaneously. You are hyper-responsive, organized, and thorough. You are also able to manage a mix of large, medium, and small deployments in parallel - requiring complex cross-functional collaboration and management at the program level.

• You are resourceful, self-motivating, self-disciplined, and don’t wait to be told what to do.

• You believe that whatever is broken must be fixed immediately. And you ensure that the product evolves to make sure it never happens again.

• You strive to become the customer’s most trusted advisor. You help customers innovate on the platform to drive meaningful clinical and financial outcomes for them and their partners.

• You move fast. We move fast as an organization. This requires an ability to match our pace and not get lost by responding with urgency (both externally to customers and internally to stakeholders), communicating what you are working on, and proactively asking for help or feedback when you need it.

• You can travel occasionally when the need arises.