Customer Success Manager (Behavioral Health Space)

Client Success Manager (Behavioral Health Space)

Philadelphia Region

Full-Time

About Us:

ERPHealth is revolutionizing the behavioral health space by introducing measurement-based tracking and reporting to the mental health and substance abuse industries. ERPHealth' s groundbreaking digital platform has been proven to individualize patient care and optimize business operations while simultaneously increasing revenue per patient. The platform expands access outside of the traditional clinical care setting, engaging patients and preventing costly readmissions. Our mission? To save and transform lives through individualizing behavioral healthcare.

The ERPHealth company culture is one built around positivity, encouragement, and daring to change thebehavioralhealth industry best practices. Our core values have been displayed in our office (and over Zoom) since Day One, and each team member is responsible to carry out these values and keep each other accountable.We succeed through our flexibility and agility, navigating and transforming an industry ripe for change where“no”or“can’t”is too often the default. We have an "Own the whole product"mentality and teamwork is pivotal to our success. Open and frequent communication within and across departments is not only encouraged but expected. ERPHealth offers unique opportunities to work in a fun and challenging fast-paced environment with direct, meaningful impact for care teams and users across the country.

About the Position:

TheClient Success Manageris the face of our company. In this role you will be the direct line of communication between ERPHealth and all our partners. You represent our brand, our mission, and our vision. As a Client Success Manager, you are based in our Philadelphia office. Along with the Client Success Team, you lead the day-to- day training, problem solving, data analysis, and overall client success needs of all our partners.

Primary Responsibilities Include:

· Cultivate positive partner relationships as the primary conduit between ERPHealth and partners, engaging them in their day-to-day needs.

· Develop creative client-specific strategies and joint plans to drive results, based on client analysis as a part of short-term and long-term strategies

· Collaborate internally with teams such as product, clinical, data science, marketing, and others to produce and share value adds for clients on a regular basis.

· Maintainknowledge of all ERPHealth solutions and be able to effectively train on and communicate their value proposition both verbally and in writing

· Proactively assess, clarify, and communicate client needs to key ERPHealth stakeholders on an ongoing basis.

· Analyze, identify, and interpret trends or patterns in data necessary to assist in clinicaluse optimization and strategic planning.

· Prepare and contribute to weekly, quarterly, and annual business reviews to report on and strategize growth for all clients including updates, presentations, agendas, and proposals.

· Ensures all partner-facing services are provided in a consistent and timely fashion.

· Resolve or appropriately escalate partner issues to relevant shareholders.

Qualifications & Experience:

• Well-timed tenacity and conviction
• Ability to synthesize data and analytics to formulate sound program objectives and goals.
• Demonstrated ability to quickly assess the situation and identify solutions to improve/fix.
• Executive level communication skills, both written and oral.
• Passion for mental health and the technological advances in the healthcare landscape.
• 3+ years’ experience in Behavioral Health B2B account management
• Demonstrated ability to meet deadlines, prioritize workloads, maintain a strong attention to detail, and work independently in a fast-paced and rapidly changing environment.
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously.
• Ability to communicate effectively, professionally, and positively across a multitude of platforms with remote team members, as well as stakeholders at multiple levels within the organization.
• Proven ability to manage ambiguity, and a preparedness to take on what is necessary to get things done.
• Ability to quickly adapt to changing priorities and generate innovative solutions in a fast-paced environment.
• Bonus- Background knowledge/experience in Utilization Review or Medical Billing.
• General understanding of therapeutic levels of care, treatment center staff structure, and clinical treatment assessments.
• Willingness to travel (20%)

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin, or disability.