Customer Success Manager - EMR Applications


Biweekly Hours: 80.00

Shift: 8:00-5:00

The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of community health and well-being: affordable housing, a cleaner environment, economic opportunity and access to fresh food, convenient transportation, legal help and other services. The system strives to become as good at preventing disease as it is at treating it. Founded in 1837, Cuyahoga County's safety-net health system operates four hospitals, four emergency departments and more than 20 health centers.


Builds strong relationships with customers, provides support, and uses customer data to improve services to maintain customer satisfaction and retention. Conducts regular check-ins, advocates for customer needs within the company, and ensures contractual obligations are met. Handles customer support tickets, tracks expenses, and ensures timely billing. Relays customer suggestions to the support team and provides training to customers. Upholds the mission, vision, values, and customer service standards of The MetroHealth System.


Required: Bachelor's degree in Business Administration, Marketing, or a related field. In lieu of degree, minimum seven years of experience in customer success management or a related field in addition to the experience stated below. 3 years of experience in customer success management or a related field. Strong leadership, communication, and interpersonal skills. Analytical mindset with the ability to interpret data and make strategic recommendations. Excellent presentation skills. Ability to work independently and as part of a team. Ability to empathize with customers and their experiences. Ability to anticipate customer needs and take action before problems arise. Ability to thrive in a fast-paced, dynamic environment. Ability to manage multiple activities in a deadline-oriented environment; highly organized and flexible. Ability to interact effectively with a wide range of cultural, ethnic, racial, and socioeconomic backgrounds. Preferred: Master's Degree or MBA or post-graduate studies in related fields. Strong project management skills. Physical Demands: May need to move around intermittently during the day, including sitting, standing, stooping, bending, and ambulating. May need to remain still for extended periods, including sitting and standing. Ability to communicate in face-to-face, phone, email, and other communications. Ability to read job related documents. Ability to use computer.