Customer Success Manager

Job Description Summary 

The primary role of Customer Support function is to provide exceptional customer service, sales and marketing support via different channels of communication. Key deliverables include addressing customer enquiries related to ResMed products, services, warranty, order processing, data entry and resolving general complaints. Identifying sales opportunities associated with customer enquiries. Providing first line technical and clinical assistance and escalating the issue to relevant teams for timely resolution. 

Job Description 

Let's talk about the team and you: 

Brightree Patient Collections, a nation-wide leader in patient-pay billing and collection services is seeking a full-time Customer Experience Manager with a dynamic personality to join our growing team. The Account Manager will be responsible for relationships with the company’s customers to ensure performance improvement, retention, revenue growth and overall customer satisfaction.    

As a consultant to their customer, the Customer Experience Manager will play a key role in developing the customer’s patient revenue strategy, including the development of their policies, processes and overall mission / vision of patient financial services. 

This position will require solid communication skills, complex problem-solving, sales acumen and strategic planning skills to achieve the required results. 

Let’s talk about Responsibilities: 

• Manage a book of business of Enterprise level customers, ensuring customer satisfaction, retention and same store sales growth. 

• Consultant and subject matter expert to assigned customers, providing customized strategic planning to drive achievement of business objectives through policy and process development. 

• Primary point of contact to resolve both acute and systemic issues, ensuring long term resolution. 

• Have the ability to identify and understand issues, problems and opportunities, comparing data from different sources to draw conclusions and use effective approaches for choosing a course of action. 

• As the customer advocate, work directly with development to champion enhancements that will drive customer improvements / efficiencies. 

• Create efficiencies for Providers through upselling additional features and products within the Brightree Patient Collections suite of solutions. 

• Work closely and collaboratively with other Account Managers on program enhancements as it relates to the customer base and software solution. 

• Collaborate with other Brightree/ResMed employees as needed to provide network wide solutions. 

• Demonstrate solution-selling skills identifying areas the customer can make use of product enhancements and features provided by BPC. 

Let’s talk about Qualifications and Experience: 

• A two or four year college degree or equivalent experience. 

• 2-4 years’ proven account management/B2B sales experience or other related experience 

• Demonstrated ability to communicate, present and influence effectively across all levels of management, including C-level. 

• Advance knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint) 

• Proven ability to manage multiple projects at a time while maintaining a strict level of attention to detail 

• Professional and personable disposition – Excellent communication skills, both oral and written. 

• Availability for Monday-Friday 8:00 a.m. – 5:00 p.m. with rotating coverage till 6:00 p.m. 

• Ability to travel 

•  Experience in HME/DME Industry, Medical Billing 

•  Salesforce Experience 

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.

At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.  A reasonable estimate of the current base range for this position is: $77,000 - $94,000

​For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.