Welcome to blithequark
At blithequark, we are passionate about transforming the healthcare industry by changing the way patients receive care. As a leader in population health management software, we are committed to helping our customers drive meaningful outcomes. We are growing fast and have emerged as a market leader in the highly competitive healthcare technology market. Our mission is to reduce healthcare costs while improving patient health, and we are dedicated to making a positive impact on the lives of millions of people.
About the Role
The Customer Success Analyst (CSA) plays a critical role in the management of steady-state activities for all of blithequark's non-enterprise clients. As a CSA, you will have complete responsibility for ensuring strong data quality, rapid and effective support, and smooth upgrades. You will display an intimate understanding of blithequark functionality and marry this understanding with your knowledge of value-based care to lead product trainings, mitigate issues, and reconfigure tools to meet new business goals.
Key Responsibilities
- Serve as the primary day-to-day point of contact for customers live on the blithequark platform
- Connect the dots between platform functionality, data dependencies/data model, and customer use cases to fully identify issues and conceptualize impact
- Investigate escalated and highly complex issues and develop remediation plans with internal teams
- Manage the implementation of product upgrades, significant platform changes, annual quality measure updates, and data integration quality control processes
- Interact with customers and clearly explain issue root cause/remediation and product functionality
- Learn customers' business goals to facilitate internal decisions, e.g., strategize platform upgrades, prioritization of updates, understand issue impact, internal escalation
- Conduct supplementary customer trainings and demos across the blithequark product suite
- Act as the translator between internal and external teams regarding complex technical concepts and business needs
- Educate customers on blithequark processes, including data integration, nightly processing, upgrades, issue resolution
- Gain an in-depth understanding of value-based care and how blithequark tools support customers to achieve success
- Master the blithequark Product Suite and understand blithequark's data flow processes
- Help shape a new team and design the customer intake process
- Leverage tools such as Jira, Confluence, Box, and SQL
What Success Looks Like
In the first 3 months, you will:
- Complete blithequark Core Platform certification
- Complete onboarding requirements
- Coordinate with internal teams and track against project status/timelines
- Know each assigned customer's scope of work and organizational goals
- Act as the primary CSA on assigned customer accounts with oversight
- Manage day-to-day operations of each customer
In 6 months, you will:
- Be able to provide clients with a demo of functionality
- Create and manage to project timelines
- Understand blithequark's data ingestion processes
- Drive issue resolution through coordination with internal teams
- Begin to gain an understanding of healthcare data
- Have an awareness of some of blithequark's product configuration options
In 12 months, you will:
- Manage customer accounts independently with minimal oversight
- Exhibit an in-depth understanding of blithequark products
- Provide training tailored to the customer needs across the blithequark product suite
- Understand and translate issue impact relative to customers' business needs
- Use technical skills and critical thinking to investigate highly complex issues and develop remediation plans in collaboration with cross-functional teams
- Help troubleshoot the data ingestion process
- Demonstrate a robust understanding of EHR and claims data
- Develop strategies to help a client reach their business goals through product configuration changes and trainings
Essential Qualifications
- 1-3 years related work experience
- Bachelor's degree in IT or related technical field (Computer Science, Information Management, Mathematics, or other analytical discipline) or equivalent professional work experience
- Strong communication skills, including the ability to interact with customers and explain technical concepts, issue resolutions, and product functionality clearly to a wide range of audiences (tech, business, clinical, executive)
- Regularly learn new skills, make timely decisions, and adapt well to change
- Strong analytical, quantitative, problem-solving, and organizational skills
- Attention to detail and ability to coordinate multiple tasks, set priorities, and meet deadlines
- Thrive as a self-starter with the curiosity and tenacity to learn complex concepts
- Healthcare industry experience
Preferred Qualifications
- Multiple years in IT support or relevant experience. Healthcare industry experience is a plus
- Experience using technologies such as SQL Server, Microsoft Office, JIRA, and others to aid our customers in resolving complex big data issues. Additional programming language experience is a plus
- Experience interacting with Product and Engineering teams to identify and implement improvements to the software, and installation and configuration processes based on field experience and customer input
- Experience at an EHR, Health Plan, or other Healthcare organization
Skills and Competencies
To be successful in this role, you will need to possess strong technical skills, including proficiency in SQL, Jira, and other tools. You will also need to have excellent communication and problem-solving skills, with the ability to work effectively with cross-functional teams. Additionally, you will need to be adaptable, flexible, and able to thrive in a fast-paced environment.
Career Growth Opportunities
At blithequark, we are committed to helping our employees grow and develop in their careers. As a CSA, you will have opportunities to learn and develop new skills, take on new challenges, and advance in your career. We offer a range of training and development programs, including mentorship, coaching, and formal training courses. We also encourage our employees to pursue certifications and other professional development opportunities.
Work Environment and Company Culture
At blithequark, we are passionate about creating a positive and supportive work environment. We believe in fostering a culture of collaboration, innovation, and continuous learning. Our employees are our greatest asset, and we are committed to helping them succeed and thrive in their careers. We offer a range of benefits, including flexible work arrangements, professional development opportunities, and a comprehensive benefits package.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including health insurance, retirement savings, and paid time off. We also offer a range of perks, including flexible work arrangements, professional development opportunities, and a comprehensive benefits package. Our employees are our greatest asset, and we are committed to helping them succeed and thrive in their careers.
Conclusion
If you are a motivated and talented individual who is passionate about healthcare technology and customer success, we encourage you to apply for this exciting opportunity. As a CSA at blithequark, you will have the opportunity to make a real difference in the lives of our customers and patients. You will be part of a dynamic and growing team, and you will have the opportunity to learn and develop new skills, take on new challenges, and advance in your career. Don't miss out on this exciting opportunity to join our team and help us transform the healthcare industry. Please mention the word **DUMBFOUNDED** and tag RMzguNjguMTM0LjE5NA== when applying to show you read the job post completely (#RMzguNjguMTM0LjE5NA==).
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