Job description

About DrFirst: This is a great opportunity to be a part of a successful Healthcare IT company experiencing significant growth. We have proven products, brand-name customers, significant revenue and growth, and are backed by leading investors. Here you'll get to work with some of the smartest and most interesting people around; solving unique and complex challenges in healthcare on a scale matched by few companies.
Over 300,000 healthcare professionals, 120,000 prescribers, 67,000 pharmacies, and 260 of the healthcare IT vendors in the market depend on us every day to manage medication safety and efficiency, streamline care team communication and collaboration, reduce medical errors, and improve patient outcomes.
Our culture is entrepreneurial, team-oriented, collaborative, and fast-paced. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, and care about working with smart colleagues; we want to talk to you!
Position Overview: The Customer Success Manager (CSM) is responsible for driving value realization of both DrFirst Customers and the internal organization. The CSM will become intimately knowledgeable of each customer assigned to them and will act as an advocate for that customer as DrFirst solutions work to achieve the customers goals. A successful CSM at DrFirst will drive adoption of purchased solutions and work with high-level contacts at customers to ensure alignment with customer goals and initiatives. A successful CSM will also orchestrate internal resources around the customers goals and ensure growth opportunities are captured and pushed forward.
***EPIC clinical workflow working knowledge required***

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Who will love this *job

• A driver who works with purpose and passion; someone who will elevate our executive team through new perspectives, ideas, and solutions.

• A self-starter who exhibits a can-do, team-oriented demeanor. Well organized and able to work effectively on multiple projects and project types, promptly, with limited management oversight
• An effective influencer who relies on their good ideas and collaborative style, not their title, to influence and direct internal and external teams to achieve desired outcomes
• A creative problem solver who thrives on uncovering simple solutions to complex problems where the solution is not immediately known
• A curious mind who strongly believes in continuous education and relentlessly pursues knowledge and excellence both in subjects of professional and personal interest

What you will work on:

• Manage and document account strategies for every assigned customer

• Establish a cadence of executive business reviews with assigned customers
• Document customer goals and anticipated outcomes as well as the progress towards those goals and outcomes
• Orchestrate internal DrFirst resource activities around the goals of the customer and in a spirt of growing every customers adoption of DrFirst solutions
• Drive and cultivate customer success stories for marketing material
• Build referenceable customers out of customer relationships

• Bring perspectives and forcing factors to Customer Success leadership that will “level up” the customer success program and DrFirst
• Align account goals with sales, product, marketing and other internal stakeholders
• Support assigned customer success initiatives and special projects

Qualifications:

• 5+ years’ experience in Customer Success or related role within Healthcare
• Experience working with acute care facilities and administrations
• Working knowledge of EPIC clinical workflows within EMR

• Acute environment experience
• Expert in documentation, presentation prep, and verbal communication
• Passion for Healthcare and the impact technology solutions can have on patient care

• Ability to travel to customer sites

Physical Requirements: #LI-REMOTE
Benefits: We offer comprehensive benefits to keep you healthy as you grow in your life and career. Your merit-based compensation will reflect the impact your work has on the company and our customers.

Learn more about our benefits and professional development opportunities here.

#LI-BG1

Job Type: Full-time

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