Success Manager at Healthstream Inc. in Nashville, Tennessee

Job Description:

HealthStream is known for great service by our customers. The Success Manager is responsible for overseeing the operational aspects of the client relationship to ensure high customer satisfaction and optimal utilization of HealthStream’s platform, products and services. As appropriate, the Operations Manager is also responsible for handling account renewal efforts.

To perform this job successfully, the Success Manager must serve as a zealous advocate of their accounts and work to ensure their satisfaction with HealthStream's platform, products, and services. This role focuses on driving utilization of HealthStream's solutions by making certain their customers are sufficiently trained and engaged in the use of these solutions. In addition, the Operations Manager will be responsible for the collaboration in renewal efforts.

ESSENTIAL DUTIES OR RESPONSIBILITIES – (The below listed duties are not all inclusive. This position must also perform other duties as assigned.):

• Makes outbound calls to specific hStream clients using a prescribed agenda and outcomes-based communication strategy


• Critically reviews and monitors client adoption of a product using various dashboards and metrics


• Comprehends client-specific consumption of a product and provides analysis about how, why, and when a client uses the product


• Develops best practices for administrators to rollout new features


• Grows reference-able accounts each quarter in alignment with department and product set goals and benchmarks


• Serves as the customer’s advocate within the HealthStream operating environment, championing their ideas and needs and working to ensure a specific product is promptly and successfully addressed     


• Focuses on ensuring customer satisfaction and optimal utilization of HealthStream’s products and services


• Develops consultative relationships with customers to improve product utilization


• Continues to develop and enhance tools and metrics for identifying low utilization patterns in existing customers


• In conjunction with Support Operations, leads workshops and training sessions to drive adoption of product usage                   


• Works closely with Operations staff to strengthen the client relationship and ensure a coordinated communication flow                                         


• Discusses product strategy and best-in-class adoption techniques. Shares successful or “best” practices with clients as it relates to a specific product. This may include, but not limited to: internal/external-facing documentation, help guides, tutorials, etc.                       


• Up to 30% travel required to ensure client optimization, project completion, and completion of successful project onboarding. Travels and interaction within regional model or client base is required


• Delivers and seeks timely, candid, and actionable feedback


• Reduces complexity - brings order to complex and ambiguous issues or situations (e.g., clarifies, provides direction, sets plans and prioritizes)


• Identifies and acts on opportunities to simplify


• Owns his/her results, acts with urgency and makes it happen


• Speaks up, shares ideas, and encourages others to do the same


• Challenges the status quo to find better ways to do things


• Acts boldly and captures new opportunities by anticipating customer needs


• Tries new things and learns from them – using curiosity and risk management, open to change, risk taker using sound judgment and analytical foundation


• Builds effective relationships with colleagues and clients to enable all parties to be successful


• Shares ideas and resources across the company for scale and impact. Manage the resources effectively and efficiently.

1. KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

• 3-5 years’ experience required and 5-7 years preferred. In lieu of educational requirements, organization and management of projects, eLearning specialties, high-level customer success initiatives and resolution strategies, and customer relation management will be considered


• Mid- to high-level computer skills including Microsoft Office and a thorough understanding of PaaS including HealthStream learning, competency, and performance.


• Strong interpersonal, written, and oral communication skills including instructional, facilitation, and presentation needed.


• Excellent analytical and problem-solving abilities, highly self-motivated and independent while being able to accept direction with completion of tasks.


• Customer-centric mindset, strong interpersonal skills, and patience.


• Ability to comfortably interface with technical personnel.


• Need to either have, or be able to rapidly develop HLC Certification Level 4, future product certifications, and a strong working knowledge of HealthStream's products and various features and functionality.


• Multi-task oriented; works with a sense of urgency and a desire for excellence in performance.


• High degree of integrity, professionalism, and the ability to establish a high level of credibility both internally and externally to the organization.


• Bachelor’s degree


• Healthcare background (5-10 years)


• HealthStream Learning Center administration required

2. SKILLS REQUIRED (manual, verbal or mental manipulation of data or things):

• Mid- to high-level computer skills including Microsoft Office and a thorough understanding of SaaS platforms including


• HealthStream learning, competency, and performance.


• Excellent analytical and problem-solving abilities, highly self-motivated and independent while being able to accept direction with completion of tasks.


• Customer-centric mindset, strong interpersonal skills, and patience.

3. ABILITIES REQUIRED (work characteristics, behaviors, leadership abilities, etc.):

• Leadership experience required


• Strong interpersonal, written, and oral communication skills including instructional, facilitation, and presentation needed.


• Excellent analytical and problem-solving abilities, highly self-motivated and independent while being able to accept direction with completion of tasks. Customer-centric mindset, strong interpersonal skills, and patience.


• Customer-centric mindset, strong interpersonal skills, and patience. Ability to comfortably interface with technical personnel.


• Ability to comfortably interface with technical personnel. Need to either have, or be able to rapidly develop, a strong working knowledge of HealthStream's products, including the HealthStream Learning Center, HealthStream Performance and Competency Centers, and various features and functionality.


• Multi-task oriented; works with a sense of urgency and a desire for excellence in performance.


• High degree of integrity, professionalism, and the ability to establish a high level of credibility both internally and externally to the organization.


• May encounter challenges where objectives are impacted by events outside the employee’s control


• High pressure, stressful situations may be encountered in the job


• Must be mindful of time constraints and deadlines


• Handles multiple and potentially conflicting assignments, demands and priorities


• Maintains attention to detail over an extended period of time, adapting to varying conditions


• Responds quickly to emergencies and other non-routine situations


• Communicates effectively with employees, visitors and co-workers, and uses those interpersonal skills appropriate for the occasion and audience.


• Performs duties that require a high measure of flexibility and adaptability.


• Utilizes sound judgment in resolving issues that are ambiguous or without previously defined precedent.


• Deals effectively and calmly with conflict-related and/or emotional situations.


• Demonstrates effective problem solving skills

HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law