Manager, Customer Success

Under general direction, the Customer Success Manager (CSM) role is principally responsible for overseeing the delivery of NASCO’s customer commitments, managing customer expectations, building positive customer relationships, and ensuring that NASCO products and service levels meet customer's success requirements. The CSM is responsible for resolving customer's complex technical issues, working with NASCO teams to achieve precut and capability adaption by Plan, coordinating marketing efforts involving NASCO products/services and leading request for proposal activities at a given customer site. Acts as an advocate for and educate others on NASCO products and services. Serves as a strategic contact among Plan Marketing, Plan Operations Management, NASCO and Plan technical vendors, Plan Architects and NASCO personnel. Assists the Director of Customer Success to ensure the Plan/NASCO contract is followed while also meeting NASCO's and the customer’s business goals. Communicates to the manager regarding status of customer initiatives and satisfaction. Primary responsibility will include system enhancement work management coordination. This role has supervisory responsibilities. 

• Builds and maintains positive customer relationships based on customer success and the value NASCO brings.
• Creates, and executes a multi-year customer success plan with measurement criteria.
• Oversees the delivery of NASCO's commitments to Plan customer.
• Anticipates and mitigates issues, concerns, and escalations.
• Fosters customer adoption of current product capabilities.
• Oversees the opportunities to proactivity improve customer business drivers, and the creation of recommendations in support the opportunities.
• Oversees the management of the Customer Portfolio activities.
• Manages plan P&L through accurate forecasting, timely updates with particular attention to NASCO's key business drivers.
• Oversees the NASCO's contractual obligations.
• Manages a team of resources to include conducting talent acquisition activities, coaching and/or mentoring, and identifying training requirements for associates.
• Conducts performance management activities, including performance reviews, goals, development, and continuous feedback.
• Creates, manages, and administers a departmental budget.

Required Knowledge, Skills, Abilities and Experience:

• 3 years of experience successfully managing large revenue generating account in excess of $1 million in annual revenue
• 1 year in a leadership role including managing people
• Familiar with project management methodologies
• Knowledge of claims, membership & enrollment, customer servicing, provider contracting
• Strong oral and written communication skills
• Strong healthcare industry and systems knowledge
• Knowledge of system development methodologies such as Agile, waterfall, iterative
• Ability to coordinate efforts of matrixed organizations in different geographic locations
• Familiar with key elements of profit and loss statements
• Healthcare industry knowledge (payer
• Ability to manage customer relationships and communications, tactical planning, focus on service delivery and execution of customer initiatives (business function)
• Ability to translate technical requirements into business needs
• Ability to communicate effectively across all levels of the organization
• Decision making skills including independent thought, judgment, and reasoning
• Knowledge of current and immerging applications of technologies

Required Training and Education:

• Bachelor’s degree or equivalent experience

Working Conditions:

• Location: Home office / Remote 

   

• Travel: Occasional overnight travel (up to 20%) by land and/or air for meetings to the office or other areas

• May be required to work a flexible work schedule, including weekend and evening availability during outages, security incidents, deployment and maintenance-window-oriented events

• Must be able to use equipment at workstation for up to 8 hours daily

Benefits Overview

At NASCO, we trust our workforce to be fully remote, working from their home. This benefit offers significant, personalized outcomes for each associate including work/life balance, savings on commuting, work clothing, and increased time to spend on personal activities.

Our full benefit package is designed to support the physical, mental, and financial health of our associates. We offer:

Physical and Mental Health Benefits

• Choice of Blue Cross Blue Shield Medical, Dental, and Vision Plans
• Telehealthcare – for Medical and Behavioral visits
• Generous PTO with buy/sell options
• 9 Company holidays, a floating day off, and a day off for volunteering
• Employee Assistance Program
• Wellness program - earn insurance discounts or credit towards health-related items

Financial Health Benefits

• 401K Plan with employer matching contributions
• Company-funded spending/reimbursement accounts to help with out-of-pocket medical expenses
• Bonus and Recognition programs
• Tuition Assistance
• Consultation with financial planner
• Basic Life & AD&D Insurance, Short and Long-Term Disability Insurance provided, and Supplemental Term Life Insurance is available

• Group Discount programs - mobile, technology services, etc., to help you save money

Other Benefits

• E-Learning – Comprehensive and current library of e-learning and performance support assets, available on demand and at no cost

NASCO is an Equal Opportunity Employer/veterans/disability/race/color/religion/sex/sexual orientation/gender identity/national origin. Must have legal authority to work in the US.

We will not accept applicants that use AI when answering the screening questions. Applicants who use AI to answer any questions or to complete their application will not be considered for employment.