Partner Success Manager

About the Role

Impact you will make

The Partner Success Manager (PSM) is responsible for managing assigned partners and supporting all aspects of partners' engagement with FinThrive. This role is accountable for partner revenue retention and growth. The PSM will collaborate with other colleagues from Partner Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their partners.

What you will do

• Meet and exceed quarterly and annual client revenue targets
• Comply with renewal process and meet or exceed annual renewal targets
• Identify growth opportunities within assigned client base
• Foster high response rate and positive KLAS and Net Promoter survey scores
• Ensure client satisfaction, to include owning communication of value realization, as well as by managing and setting client expectations, both through consistent onsite meetings and remote client management
• Negotiate and manage complex escalated states of communication
• Capture and track client value metrics and targets, to demonstrate achievement of said metrics/results and return on investment (ROI)
• Create Account Plans in collaboration with Sales Executives
• Internally document At-Risk Mitigation Plans
• Accept responsibility/accountability for responding to all assigned client issues and tasks. Takes full responsibility for the account in client satisfaction, communication, and when needed, escalation
• Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback
• Identify opportunities for operational and process improvements related to utilization and integration
• Manage all renewals and accurate listing of contract expiration dates and notification requirements
• Protect existing revenue and conduct monthly analysis of revenue variances
• Serve as internal escalation point for issues regarding a client's contract or invoices
• Conduct business reviews with quarterly or annual frequency depending on client and monthly pulse checks

What you will bring

• 3+ years of healthcare industry knowledge, specifically revenue cycle management
• 3+ years in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions in healthcare SaaS based technology companies or in the RCM function of a hospital
• Executive presence and presentation skills
• A rich history of growing customer happiness, adoption, and retention
• Confirmed ability to drive continuous product value
• Experience developing product use cases with customers
• Proactive self-starter attitude
• Ability to play a key role in client satisfaction and performance
• Work autonomously, independently and as part of a team for collaboration
• Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
• Experience interfacing with both internal team members and external clients, as part of a solutions-based team
• Computer knowledge including MS Office (Outlook, Word, Excel, Power Point)
• Travel: Up to 20%

What we would like to see

• Knowledge of FinThrive products and services or competitors
• Experience using Salesforce
• Experience working with Channel Partners