Customer Success Manager, Trading Partner (Remote)

Availity, LLC

Job Overview

Location

Remote - United States

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success Manager, Trading Partner at Availity, you will be instrumental in nurturing and expanding relationships with a dedicated portfolio of healthcare technology (HIT) and Trading Partner client accounts. Your primary focus will be on cultivating long-term, value-driven partnerships, ensuring our clients not only succeed with our solutions but also grow their businesses. This role is pivotal in maintaining Availity's position as the leading healthcare engagement platform, processing over 13 billion transactions annually and connecting over 2 million providers to health plans. You will act as a crucial bridge between our clients and internal teams, championing client needs and driving satisfaction within a dynamic and ever-evolving healthcare industry.
• In your day-to-day responsibilities, you will proactively manage a portfolio of client accounts, establishing yourself as a trusted advisor to key stakeholders and executive sponsors. This involves conducting regular business meetings, performance reviews, and in-depth quarterly business reviews (QBRs) to assess client health, identify potential risks, and uncover opportunities for growth and optimization. You will meticulously monitor client health metrics, analyzing utilization trends and operational workflows to develop and execute comprehensive Operational Success Plans. These plans will be tailored to each client's unique business goals, providing actionable recommendations to enhance their experience and outcomes with Availity's platform. A significant part of your role will involve acting as a client advocate, collaborating closely with internal departments such as Trading Partner Operations, Sales, and Support to swiftly resolve issues, fulfill requests, and ensure seamless integration and ongoing success. You will also be responsible for identifying key decision-makers and influencers within client organizations, gaining a deep understanding of their challenges and proactively offering relevant, strategic solutions that align with their objectives.
• You will partner with the Trading Partner Operations Manager to effectively oversee ongoing projects and ensure the timely distribution of essential monthly communications to clients, keeping them informed and engaged. Your role extends to ensuring the timely completion of critical department projects and operational initiatives, contributing to the overall efficiency and effectiveness of the customer success function. Furthermore, you will serve as a subject matter expert on client partnerships and integrations, providing valuable insights and guidance to all internal departments that interact with or support these accounts. This includes collaborating with the Trading Partner Operations Manager to recommend appropriate reports and tools that clients can leverage to effectively manage their workflow and business processes, thereby maximizing their use of Availity's services. You will also work collaboratively with cross-functional teams to escalate and resolve complex client issues, ensuring a swift and satisfactory resolution that upholds client trust and satisfaction. Your ability to develop a profound understanding of each client's specific business and workflow will be key to offering tailored solutions that drive tangible value and foster deeper engagement.
• This role offers a unique opportunity for professional growth within Availity, a certified "Great Place to Work" recognized for its commitment to technology, women, and millennials. You will be part of an energetic, dynamic, and forward-thinking team that celebrates innovation and encourages continuous learning. You will benefit from a collaborative and supportive team environment where you will have the autonomy to manage your accounts effectively. Furthermore, you will receive dedicated mentorship from a Senior Manager committed to consistent coaching and employee development, with a strong passion for nurturing talent. This position allows you to make a significant impact by transforming the healthcare landscape, solving critical communication challenges, and creating connections that empower the nation's premier healthcare ecosystem. You will gain invaluable experience in account management, strategic planning, and client advocacy within the complex and vital healthcare technology sector, enhancing your expertise in relationship management and business development.
• The ideal candidate will possess a strong understanding of the healthcare information technology (HIT) market landscape and familiarity with clearinghouse operations, APIs, and interoperability solutions, which are critical for effectively serving our clients. You will hone your exceptional communication abilities, both oral and written, and refine your strong presentation skills by regularly engaging with large groups and C-suite executives. The role demands the application of strong conflict resolution skills to navigate client challenges and the demonstrated ability to use discretion and make sound decisions under pressure, adapting swiftly to changes in processes or directions. This position is ideal for someone who thrives in a client-facing role, is passionate about driving customer success, and is eager to contribute to a mission-driven organization that is at the forefront of healthcare innovation. Your ability to build and maintain robust relationships will be paramount to your success and the success of your clients.
• You will be responsible for understanding the intricate needs of our clients, translating those needs into actionable strategies, and ensuring Availity's solutions are optimally utilized to achieve their desired business outcomes. This involves participating in on-site client visits, where you will collaborate closely with Account Executives to prepare and deliver impactful quarterly and annual business reviews. These reviews will serve as a platform to showcase the value Availity provides, discuss performance metrics, and align on future strategies. Your proactive approach to client engagement, combined with your ability to anticipate needs and offer strategic guidance, will be key to fostering loyalty and driving long-term partnerships. By deeply understanding client workflows and business objectives, you will ensure that Availity remains an indispensable partner in their operational success and overall growth within the competitive healthcare market.

🎯 Requirements

• Bachelor’s degree in Business, Finance, Marketing, or equivalent work experience in a Relationship Management or Client Services role of increasing responsibility.
• 3+ years of experience in account management or client success.
• Familiarity with clearinghouse operations, APIs, and interoperability solutions.
• Strong knowledge of the HIT market landscape.
• Demonstrated ability to build and maintain relationships with customers.
• Ability to accommodate up to 20% travel.
• Exceptional communication abilities: oral and written.
• Strong presentation skills and ability to present to large groups and C-suite members.
• Strong conflict resolution skills.
• Demonstrated ability to use discretion and make sound decisions under pressure.
• Ability to adapt to change of process and/or directions.

🏖️ Benefits

• Competitive salary and bonus structure.
• Generous HSA company contribution.
• Comprehensive healthcare, vision, and dental benefits.
• 401k match program available from day one.
• Unlimited PTO for salaried associates + 9 paid holidays.
• Reimbursement for wellness activities (up to $250/year).
• Education reimbursement.
• Paid Parental Leave for both moms and dads, birth and adoptive parents.
• Opportunities to engage with Diversity & Inclusion teams and community initiatives.

Skills & Technologies

Remote

Degree Required

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Availity, LLC

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About Availity, LLC

Availity operates a nationwide health information network that connects health plans, providers, and technology partners to exchange administrative, clinical, and financial data in real time. The company offers APIs, web portals, and revenue cycle management tools that automate eligibility verification, prior authorization, claims processing, and patient financial engagement. Serving hospitals, physician practices, and payers across the United States, Availity processes billions of transactions annually, reducing administrative costs and improving care coordination.

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