Healthcare Customer Success Manager Resume Example
Professional ATS-optimized resume template for Healthcare Customer Success Manager positions
Jane Doe
Healthcare Customer Success Manager
Email: janedoe@email.com | Phone: (123) 456-7890 | LinkedIn: linkedin.com/in/janedoe | Location: New York, NY
PROFESSIONAL SUMMARY
Dedicated Healthcare Customer Success Manager with over 7 years of experience in delivering personalized support and strategic solutions within the healthcare technology sector. Proven track record in fostering strong client relationships, onboarding complex healthcare systems, and driving high satisfaction scores. Adept at translating clinical and operational feedback into actionable insights, leveraging data analytics and emerging telehealth tools. Passionate about improving patient outcomes and healthcare provider efficiency through innovative customer success programs.
SKILLS
Hard Skills
- Healthcare CRM & EHR systems (Epic, Cerner, Meditech)
- Data analytics & reporting (Power BI, Tableau)
- Healthcare accreditation & compliance (HIPAA, HL7, FHIR)
- Clinical workflow optimization
- Telehealth platform management (Amwell, Teladoc Health)
- SaaS onboarding and training
- Customer lifecycle management
Soft Skills
- Strategic relationship building
- Cross-functional collaboration
- Active listening & empathy
- Problem-solving and critical thinking
- Change management
- Communication & presentation skills
WORK EXPERIENCE
*Senior Customer Success Manager | MedConnect Solutions, New York, NY*
June 2022 – Present
- Manage a portfolio of over 50 healthcare providers, ensuring seamless adoption of MedConnect’s EHR integration platform.
- Collaborate with clinical and IT teams to tailor onboarding, reducing ramp-up time by 25%.
- Develop tailored success plans increasing customer retention rates by 12% YoY.
- Utilize data analytics to identify client usage trends and proactively address potential issues, resulting in a 15% decrease in support tickets.
- Lead quarterly business reviews, presenting value metrics and strategic insights that resulted in renewals exceeding 95%.
*Customer Success Lead | HealthLink Technologies, Boston, MA*
May 2018 – May 2022
- Spearheaded onboarding for hospital groups integrating telemedicine solutions, achieving 98% satisfaction scores in post-implementation surveys.
- Designed and delivered training programs on new platform features, reducing onboarding time by 30%.
- Worked cross-functionally with product teams to relay customer feedback, guiding feature enhancements aligned with clinical workflows.
- Implemented a customer health scoring system, enabling early detection of at-risk clients and increasing renewal rates by 8%.
*Healthcare Support Specialist | CareConnect, Chicago, IL*
August 2015 – April 2018
- Provided technical support for healthcare providers using electronic health records and billing systems.
- Facilitated onboarding sessions and conducted user training, improving user competence scores by 20%.
- Collected client feedback to inform product updates and enhance usability.
EDUCATION
**Bachelor of Science in Health Informatics**
University of Michigan, Ann Arbor, MI
*Graduated May 2015*
CERTIFICATIONS
- Certified Patient Access Manager (CPAM) – 2023
- Health Informatics Certification (HI-CERT) – 2022
- HIPAA Compliance Certification – 2020
PROJECTS
Telehealth Adoption Program Implementation
Led a cross-department initiative to roll out a new telehealth platform to 20+ hospital clients, focusing on clinical workflow integration and staff training, resulting in a 30% increase in telehealth visits within six months.
Customer Success Analytics Dashboard
Developed a comprehensive Power BI dashboard consolidating customer metrics—usage, satisfaction, support tickets—enabling real-time insights and strategic decision-making, which contributed to a 10% increase in upsell opportunities.
LANGUAGES
- English (Native)
- Spanish (Fluent)
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