Customer Success Manager (Hybrid)

Job Description

Job Description

The Company

Unlimited Systems authors the category-leading Unlimited Financials practice management system focused on the unique revenue cycle requirements of specialty healthcare providers. Unlimited Systemscustomers enjoy streamlined business office workflows, reduced claim denial rates, and accelerated and amplified revenue streams. Unlimited Systems is committed to ensuring that specialty healthcare providers thrive in a dynamic reimbursement environment.

Unlimited Systems is a portfolio company of Francisco Partners, a leading technology investment firm with deep sector focus and a track record of delivering outstanding returns. Through private equity and credit funds, they provide flexible capital and partnership to growth-aspiring technology companies.

The Challenge

Unlimited Financials, our best-in-class revenue cycle management (RCM) platform, is emerging as a top competitor in the specialty healthcare space. Our software allows for a highly customizable product experience, enabling providers to optimize their front-office and back-office interface to enjoy a wholly bespoke experience. While our clients enjoy a high touch customer journey, from implementation through contract renewal, our Customer Success Manager (CSM) is critical to ensuring that such a personalized product experience flows as smoothly as possible. Our CSM oversees effective adoption of the software and works tirelessly to ensure our customers and their businesses meet success at every step.

Our CSM is the ultimate advocate for the customer experience. They champion successful outcomes, help our providers get the most value from our platform, and translate their client’s feedback back to our product development team.

The Position

A full-time, hybrid role reporting to our Manager of Customer Success, our CSM will work frequently from our headquarters in Cincinnati, Ohio. Residency in the state of Ohio is preferred.

This position will be accountable for:

Product Adoption

• Developing success plans aligned to customer goals

• Driving feature adoption to maximize time-to-value

Relationship Management

• Building relationships across stakeholder levels (champions, executives, end users)

• Conducting regular business reviews (EBRs/QBRs)

Retention & Renewal

• Monitoring health scores and proactively flagging churn risk

• Resolving escalations and turning detractors into promoters

Growth & Expansion

• Identifying upsell and cross-sell opportunities

• Collaborating with Sales/Strategic Account Management on expansion plays

• Advocating for customer needs internally to influence the product roadmap

Advocacy & Voice of the Customer

• Surfacing customer feedback to Product, Marketing, and Support teams

• Cultivating reference customers, case studies, and testimonials

• Facilitating community participation and peer connections

Data & Reporting

• Tracking usage metrics, engagement, and health indicators

• Maintaining accurate CRM records

• Reporting on portfolio health to Customer Experience leadership

The Person

This position will offer you the chance to grow and mature processes that have a direct impact on the company’s bottom line. The success of our customers is of utmost importance to the Unlimited brand, and you’ll enjoy direct influence over that reputation.

In this position you will be asked to:

• Operate with flexibility and accountability, despite ambiguity

• Demonstrate strong communication and quality relationship management

• Be a self-starter and self-organizer, aligning your schedule with your customers

• Be a strategic thinker, building success plans with long-term partnerships in mind

• Be proactive, not reactive

• Demonstrate a generous, collaborative attitude

• Demonstrate an optimistic, but realistic mindset

• Pursue industry and customer trends, to influence best in class customer success

• Pursue subject matter expertise in Unlimited Financials, obtaining certification in proven product knowledge

Qualifications

• 3-5 years of experience working in account management, implementation, or consulting

• Experience in revenue cycle management, is a bonus

Our Process

If you’ve made it this far in the job description, we’d love to hear from you. We will try to ensure our selection process is efficient, transparent, and friendly. (If it’s not, please let us know.)

What you can expect from here:

• If we feel your experience aligns with our search, we’ll reach out for a discovery call. We’ll talk about our company culture, Unlimited System’s Core Values, this position, and we’ll learn more about your background.

• From there, we’ll ask to view some of your previous work as well as request that you complete an assessment. This lets us know whether our expectations for the role actually align with your unique strengths.

• If we’re still feeling good about each other, we’ll pass you on to our Hiring Manager and then to a panel interview so you can meet more of the faces of Unlimited Systems before we make an offer decision.

Disclaimer

Unlimited Systems is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. Unlimited Systems provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Unlimited Systems complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

EEO Statement

Unlimited Systems is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

Disclaimer

Applicants may be subject to a background check. Employees in this position must be able to satisfactorily perform the essential functions of the position. If requested, Unlimited Systems will make every effort to provide reasonable accommodation to enable employees with disabilities to perform the position’s essential job duties. As markets change and the Organization grows, job descriptions may change over time as requirements and employee skill levels evolve. With this understanding, Unlimited Systems retains the right to change or assign other duties to this Senior Infrastructure Administrator position.

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