Client Success Manager - Experian Health - Remote - job 1 of 2

The Client Success Manager at Experian Health is primarily responsible for ensuring a seamless experience for assigned clients. This includes partnering with support teams, helping clients navigate through product features, managing tickets, and offering consultative guidance throughout the client lifecycle. Additionally, CSMs evaluate customer usage of products like Contract Manager and Claim Scrubber to recommend best practices and solutions that improve client satisfaction.

To qualify as a Client Success Manager at Experian Health, candidates should possess over five years of experience in the healthcare IT industry, with at least three years in payer contract experience. Furthermore, two years of familiarity with Experian Health’s products, such as Contract Manager and Claim Scrubber, along with expertise in Salesforce or similar CRM platforms are essential. A bachelor’s degree is also required for this role.

In the role of Client Success Manager at Experian Health, you will enjoy the flexibility of a remote work environment. Our company culture emphasizes work-life balance, diversity, equity, and inclusion, creating a welcoming place for everyone to thrive. Experian has received numerous accolades for its company culture, making it a fantastic place to grow professionally while enjoying the perks of flexible time off and development opportunities.

Quarterly business reviews are crucial for Client Success Managers at Experian Health as they serve to showcase client successes and the return on investment generated by products like Contract Manager and Claim Scrubber. These reviews facilitate strong partnerships with clients, offering insights into how the services can further benefit them, which ultimately strengthens client relationships and fosters long-term collaboration.

Yes, as a Client Success Manager at Experian Health, occasional travel to client sites is required, typically around 20%-25%. This travel allows you to build deeper relationships with clients, understand their needs first-hand, and support their success in a more impactful way. Experian Health values in-person interactions as they can significantly enhance customer satisfaction and engagement.

In answering this question, focus on your method for understanding client needs and how you maintain regular communication. Mention monitoring usage metrics, gathering feedback, and adapting strategies to improve the client experience, highlighting the importance of partnership and proactive solutions.

Discuss your prioritization technique, emphasizing your communication skills and the collaboration with internal teams to ensure swift resolutions. Explain how you would keep the client informed throughout the process, thus ensuring they feel valued and understood.

Illustrate your strategies for relationship-building with clients, such as regular check-ins and tailored training sessions on product features. Highlight the importance of consistently demonstrating value through metrics that show ROI which fosters trust and encourages account expansion.

Reflect on your past roles and provide examples of how your experiences in healthcare IT and client management directly translate to the responsibilities of a Client Success Manager. Be sure to highlight specific accomplishments related to improving client satisfaction or leveraging data for decision-making.

Be sure to mention Salesforce and any other CRM tools you've used effectively. Discuss how these tools help you manage client relationships, track interactions, and gather insights to further enhance the customer experience.

Use the STAR method (Situation, Task, Action, Result) to detail a specific instance where you identified a client's dissatisfaction, your approach in addressing their concerns, and the positive outcome of your efforts.

Discuss the significance of clear communication channels and regular meetings to align objectives between Support, Product, and Development teams. Provide examples of how you’ve successfully driven collaboration in past roles, showcasing your emphasis on a united front for client benefit.

You should mention KPIs such as customer satisfaction scores, retention rates, and product usage analytics. Discuss how these metrics guide your strategies and inform your actions to enhance client success at Experian Health.

Take this opportunity to outline your hands-on experiences with revenue cycle management and your understanding of its importance for businesses. Share examples of how your work has directly contributed to revenue improvements or operational efficiencies.

Convey your proactive approach to continuous learning by discussing various methods you utilize, such as attending webinars, or participating in relevant industry forums and networks that concentrate on healthcare technology and client success.