As a Customer Success Analyst, you will work closely with Customer Success Partners to support projects throughout the client success lifecycle. This role involves complex project and task management, data analytics, consultative insights, and client interaction. You’ll provide operational and strategic support from go-live through renewals, assisting in risk mitigation and resolution to exceed stakeholder expectations. This position is a gateway to growth, offering a chance to showcase your analytical skills and dedication to client success, focusing on strategic and operational tasks for effective product delivery and support.
Key Responsibilities
- Support a Customer Success Partner with meeting or exceeding contractual goals related to the Qventus Inpatient Solution and increase the number of referenceable executives
- Support the CS team to improve KPI Metrics to provide actionable information that empowers clients to leverage outcomes data to drive system decision-making
- Support client adoption and buy in by encouraging client participation and preparing clients for speaking engagements such as webinars or conferences by creating presentation material inclusive of quantitative metrics
- Support creation of compelling data stories that directly address client strategic goals
- Support client referencability by developing and maintaining exceptional relationships with members across all levels of a client organization
- Contribute to team efficiency with an eye for continuous improvement across work methodologies, deliverables, measurable KPIs and other outputs
- Drive progress on open initiatives through attention to detail and basic project management
- Coordinate cross-functional internal work and represent assigned accounts during work prioritization efforts
- Help minimize project disruptions, prevent potential issues, and ensure project success by proactively managing risks. Conduct risk assessments, develop risk mitigation strategies, and monitor risks throughout the project lifecycle
- Continuously assess Client Health via client interaction and feedback looks while working with CSP to mitigate risks and/or celebrate success that will foster an environment favorable to expansion, upsell and renewal conversations with clients
- Support engagement leadership to deliver client engagements on time with high reliability while coordinating with 4 – 5 cross functional colleagues
- Manage project resources, timelines, and budgets effectively helping deliver projects on time and within budget
- Support engagement leadership in identifying necessary resources and allocating them effectively to meet the highest quality standards for our clients
- Create high-quality executive level deliverables at an accelerated pace
What We’re Looking For
- Up to 5 years of project/program management experience with a comprehensive understanding of the business requirements and consultative skills needed for enterprise-wide client success
- Track record (work, internship or extra-curricular is acceptable) of high-performing deliverables that gain client/customer/end-user confidence and result in referenceability
- Proficiency with pulling data reports, aggregating data and translating it for consumption by clients or end users
- Ability to paraphrase a body of work into a meaningful and compelling story that highlights challenges, risks, success, failures and is marked by KPIs, benchmarking, or other metrics that signal objective success measures
- Ability to prepare for and facilitate effective and efficient meetings
- Ability to follow the data to identify issues, form conclusions, solve problems, and create possible solutions/recommendations
- Ability to prioritize work with conflicting deadlines and prioritizations. Is able to self-regulate time management. Contributes to streamline work to increase efficiency
- Ability to understand basic financial principles and understand tradeoffs at the intersection of project requirements, limited resources, and client satisfaction
- Ability to synthesize insights succinctly and create a compelling narrative arc that makes the complex seem simple
- Ability to travel up to 25-50% across the US
It’s a Plus if You Have
- 1+ years of professional experience working at a top healthcare consulting firm, digital health company, or health system (or similar relevant internship experience)
- Experience writing SQL queries
- Experience with software such as Snowflake or Looker
- Experience with Epic/Cerner/Meditech EHR instances.
- Experience working with clinical and/or process consultants.
To be a good fit for the company, candidates should have these intangibles
- You find pleasure in defining a method to the madness. People call on you to organize messy situations at work.
- An assertive, confident attitude and approach towards challenging situations. You run towards the challenge head-on instead of waiting for it to come to you.
- You’re comfortable with ambiguity and can make ‘gut’ decisions without all the information, course correcting and maintaining momentum with team members to keep going.
- You want to contribute at any level to drive a task to completion. There’s nothing ‘beneath’ you, as long as you’re helping out.
The salary range for this role is $70,000 to $80,000. Qventus salary bands represent market data across different geographies. We consider several factors when determining compensation, including location, skills and qualifications, and prior relevant experience. Salary is just one component of Qventus’ total package. Some of our key benefits and perks* include but are not limited to: Open Paid Time Off, paid parental leave, professional development, wellness, and technology stipends, generous employee referral bonus, and employee stock option awards.
We believe that diversity, equity, inclusion, and belonging are fundamental to improving healthcare and society, and that’s why we’re building a company that leads the way. We hold ourselves accountable to using fair hiring processes that mitigate the negative impacts of unconscious bias. We also work to ensure that people from underrepresented groups play meaningful roles on both sides of the interview table. We are an equal opportunity employer and give all qualified applicants consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
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