Customer Success Advisor

Job DetailsJob Location: USA Remote - Nashville, TN 37203Job Category: Customer Service/Support Company Overview   HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter.   HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare’s #1 platform. We streamline everyday tasks while improving performance, engagement, and safety – fostering a workplace where people flourish, and care thrives.   Why Join Us   At HealthStream, you’ll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive.   Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care – a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry.     We’re proud of our values-forward culture that offers our people:   Mission-oriented work Diverse and inclusive culture Competitive Compensation & Bonuses Comprehensive Insurance Plans Mental and Physical Health Support Work-from-home flexibility Fitness Center Reimbursements Streaming Good time off for volunteering Wellness workshops Buddy Program for new HealthStreamers Collaborative work environment Career growth opportunities Continuous learning opportunities Inspiring workspaces to collaborate and connect with other HealthStreamers Free employee parking at our Resource Centers in Nashville and San Diego     At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has Resource Centers in Nashville, TN and San Diego, CA. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration.   We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you!   HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.       Position Information     Position Overview The Customer Success Advisor is responsible for partnering with customers to define the vision, strategy, goals and assess strengths and vulnerabilities of existing operational processes and practices. The ideal candidate will lead strategic definition and design of scheduling and capacity management solutions. The CSA engages with assigned customers to track strategic goals, drive outcomes, and facilitate initiation of strategies and processes that support optimal use of the Scheduling and Capacity Management solutions. Overall, they will build and maintain customer satisfaction, drive incremental sales, expand customer reference status, and define short and long-term vision. The Customer Success Advisor will be a trusted advisor to our prospects and clients and use industry expertise along with consulting skills to solve their most critical business challenges. You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training.  Qualifications Requirements Use data to provide actionable insights resulting in customer success stories of value outcomes serving as inputs into customer advocacy and reference programs Perform product and process assessments and conduct optimizations for customers/prospects Lead efforts in generating customer references, referrals, and white papers from our customers Communication in monthly/quarterly business reviews with customers to report on key business metrics and ROI Communicates new release details and articulates value to customer Acquires an executive-level understanding of the customer’s business, regional challenges, risks, etc. Promote system optimization through on-going customer evaluation of goal achievement, strategy revisions, software configuration, upgrades, and training Focus on maximizing customer satisfaction and outcomes to minimize churn Lead strategic design process necessary to implement the Scheduling and Capacity Management solution Develop strategic planning management tools and resources as needed Support in orientation of new team members Partner with the Sales Team in identifying referenceable customers Serve as resource to other areas of the company to ensure integration and knowledge of all solutions across business units in support of corporate development and ongoing growth Provide strategic clinical and executive level leadership by facilitating or advising clients on strategy development, alignment, and execution to improve operational outcomes Serve as a liaison between the company, the client and their leadership teams and medical staffs, assist client champions in the development and execution of new organizational behaviors Provide consultation, education, coaching and assistance to hospitals and healthcare systems with schedule and workforce management Design programs and processes that facilitate sustainable change in behavior and the alignment with hospital and/or health system goals Understand and navigate enterprise healthcare operations to align different constituencies across the continuum of care Support the planning and execution of clinical and quality improvement initiatives with a specific focus on engagement and adoption Develop workforce management and adoption strategies Support change management, process redesign and improvement across the enterprise focused on standardization of protocols and process  Facilitate compliance, standardization, and best practice guidelines Coach and Support data driven decision making and behavioral change   Qualifications Minimum of 2 years proven track record of successfully leading results-oriented healthcare initiatives, customer management, change management, or healthcare consulting experience is required. 5+ years clinical experience in a healthcare setting is preferred Minimum undergraduate clinical and or business degree. Strong consulting, process improvement, communication, collaboration, and interpersonal skills Multi-customer management experience strongly preferred Strong working knowledge of hospital/nursing operations Strong analytical skills and attention to detail High level of motivation and a desire to work independently to achieve goals Relates well to prospects and/or customer Proficiency in the current regulatory environment as it relates to quality and reporting.  Familiar with the governing bodies who oversee clinical healthcare operations on a national and international basis This position will require minimal travel Excellent verbal and written communication skills Ability to work with various stakeholder groups across an organization Skilled at assisting clients translate data into actionable information Ability to create and deliver client facing presentations, education, and training materials Executive presence and business acumen MS Office proficiency including advanced level Excel Passionate Advocate. Strengthens relationships and builds advocacy while delivering measurable results. Agile Solution Seeker. You’re a problem solver who always can find the right answer even in times of fast-paced change. Insatiable Appetite to Learn. You’re always learning, growing, questioning, and challenging "what’s been done before." Meets commitments, works independently, handles change, sets personal standards, stays focused under pressure, tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development, holds themselves as well as other team members accountable for performance and results. Demonstrated ability to think broadly and see both the big picture and small-scale impacts of change Able to work independently and within team environment   Compensation The salary range for this position is $61,712 - $65,000. Salary will be determined on the candidate’s level of experience and qualifications. Compensation will be commensurate with skills, relevant experience, and performance in similar roles.   Benefits HealthStream offers a comprehensive benefits package to eligible employees, including:  Medical, Dental and Vision insurance  Paid Time Off  Parental Leave  401k and Roth  Flexible Spending Account  Health Savings Account  Life Insurance  Short- and Long-Term Disability  Medical Bridge Insurance  Critical Illness Insurance  Accident Insurance  Identity Protection  Legal Protection  Pet Insurance  Employee Assistance Program  Fitness Reimbursement  Are you passionate about enhancing healthcare outcomes and empowering healthcare professionals? Join the HealthStream team and become a HealthStreamer! Together, we can make a difference in the world of healthcare. Req #46198