Client Success Insights Manager
Waystar, Inc

We are searching for an experienced, driven Client Success Insights Manager with a background in managing projects and analyzing data to improve customer experience in a Healthcare provider, IT or consultancy setting.

The Insights Manager will serve as owner of our client's contract renewals, negotiations, and partner with Finance/Accounting. The Insights manager is expected to be a strong communicator and collaborator who can leverage multiple sources of data to synthesize customer trends, risks, and opportunities. You must have hands-on experience supporting technology solutions preferably in the hospital revenue cycle space, with critical thinking and problem-solving skills. As a successful candidate for this Client Insights Manager role you will establish yourself as a trusted advisor to the Client Success Management and Executive Leadership teams. We are looking for someone to approach problem-solving challenges independently, with strong attention to detail, and enjoys working in a fast-paced and collaborative team-based environment.

What you'll be doing:

• Manage Client Renewals for a segment of our clients
• Partner with the Client Insights team on Client Experience Platform including Data Maintenance, and Reporting
• Strong work ethic and accountability to act with a sense of urgency to see a project/task through to resolution

• Support aggregated value benchmarking and insights analysis to support client insights presentations
• Represent Waystar Client Success Management in meetings regarding voice of customer and other initiatives
• Demonstrate Fanatical Focus in identifying new and innovative ways to improve the customer experience
• Research complex issues and collaborate with client success, product, and analytics teams to determine effective resolutions
• Provide analytical support to client success management to identify areas of opportunity to drive client performance
• Effectively execute project work plans while retaining the ability to revise plans as dictated by evolving needs and/or requirements
• Participate in identifying, designing, and implementing internal process improvements, such as automating manual processes that minimize errors and promote scalability

What we're looking for:

• Bachelor's Degree required
• 3-5+ years of experience in a customer accounting, experience and/or data insights and analytics role within the healthcare software or healthcare consulting environment
• Experience summarizing and simplifying data and tends into effective presentations
• Experience leveraging CRM and Analytics technology including but not limited to Salesforce, Qualtrics, Totango, Qlik, Tableau
• Ability to communicate among all levels of management, clearly articulating trends and recommendations stemming from large and complex data sets.
• 1+ Years of experience in SQL or relational databases preferred
• Experience with root cause analysis, including the skill and experience to troubleshoot/investigate and resolve data issues, meet defined SLA's for Waystar's solutions and make recommendations for system improvements within appropriate time frames.
• Ability to execute and prioritize a large number of tasks, and resolve issues and resource conflicts
• Outstanding communication and interpersonal skills
• Must possess strong analytical, problem-solving and writing skills
• Proficient in Microsoft Office applications, particularly skilled in Excel
• Detail-oriented

Waystarprovides cloud-based technology that simplifies and unifies healthcare payments.Together, our technology, data and client support streamline workflows and improve financials for our clients, so that they can focus on their patients. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic and fun.

Waystar products have won Best in KLAS® or Category Leader every year since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visitwaystar.comor follow@Waystaron Twitter.

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