Job Summary

As an Account Success Associate, you will work with our Client Success team to provide support to both internal teammate and external client partners. This is a partial customer facing role requiring outstanding relationship management and organizational skills. You will work with cross functional teams to ensure successful account support.

The ideal candidate will have entry level client success, account management and some project management experience with the ability to come up to speed quickly. Primary objectives will be building and managing successful relationships with both internal and external stakeholders, appropriately identifying their needs to aid them in reaching success using our Population Health Management product.

Job Responsibilities

Prepare and present Customer data for quarterly and ad hoc reporting
Assist Lightbeam Client Success Executives to facilitate quick & timely Partner follow-ups to provide amazing customer support.
Project manage internal & external initiatives. Ensuring stakeholders meet deadlines and provide project accountability.
Assist in On-Boarding & Implementation of new customers on to the Lightbeam Platform
Schedule and assist in client facing trainings as needed.
Help build and strengthen Partner relationships by identifying, addressing, and resolving any Partner issues that may arise.
Assist with project logistics including agenda, meeting arrangements, and meeting minutes
Monitor and assist with maintenance of project related documentation
Serve as internal Subject Matter Expert for the Population Health software.
Effectively learn new functionality or enhancements to the Population Health software solution suite
Work cross functionally within the company to communicate additional customer needs – including support requests, product enhancements and research for development tickets
Coordinate tasks and resources to ensure Customer continues to experience success post implementation
Manage changes in Customer setup, submit Change Orders and Supplemental Orders as needed
Track any/all open issues, working internally with Support and with Customers to address, resolve and escalate as needed
Ad hoc internal duties, focused on building efficiencies around Client-facing service
This role is responsible for helping achieve our yearly net recurring revenue goal and will be accountable for hitting quarterly objectives based on client-partner and company goals.

What We’re Looking For

Experience in Project Management, Customer Success or Account Management Support within the Healthcare Industry a plus
Understanding and experience with healthcare data preferred (Clinical/EHR, Claims, etc.)
Population Health/Value-Based Care and Payor/Provider Background preferred
Ability to communicate with all levels within an organization, including C Suite
Outstanding written and verbal communication skills
Solid organizational skills, including attention to detail and multi-tasking skills
Ability to embrace change and company growth
Analytical Skills
Strong working knowledge of Microsoft Office Suite and Salesforce tools

Qualifications

Bachelor’s degree.
2 years related work experience.
Track record of managing or organizing projects.
Strong verbal and written communication skills.
Ability to communicate effectively with management teams.
Strong organizational and multitasking skills.
Proficiency in project management and Microsoft Office Suite.
Excellent problem-solving abilities, and an eye for detail.
Positive, flexible, and adaptable attitude.

CRITERIA: POSITION RISK LEVEL

High Risk (if any of these are true)

Access to Restricted information, including PHI and PII
Elevated access privileges
Access to the Security Infrastructure

Medium Risk

Access to Confidential, but not to Restricted information

Low Risk

Access to Unclassified information only

Account Success Associate: High Risk

CRITERIA: SECURITY ROLES & RESPONIBILITIES

Security Roles & Responsibilities

Approve security-related changes

Execute security-related changes & policy/procedures for Lightbeam

Cyber Security Incident Response (CSIRT) team

Account Success Associate: N/A

SECURITY ROLE-SPECIFIC TRAINING

Annual Incident Response Exercises

CareSignal® – Lightbeam's Deviceless Remote Patient Monitoring

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