Customer Success Manager

• Ensure excellence in customer service delivery within Hanger's Orthotic and Prosthetic Custom Fabrication business
• Define and manage the implementation and execution of Customer Support programs and policies
• Ensure consistent workflow, communication standards, and response protocols for internal and external customers
• Build and lead a high-performing remote service team
• Build, mentor, and manage a remote customer service team
• Define and manage key performance indicators and metrics to monitor team efficiency, customer satisfaction, and service quality outcomes
• Act as the primary internal liaison between internal and external customers and clinical staff
• Triage incoming orthotic and prosthetic devices for fabrication and coordinate job adjustments and submissions
• Manage Return Authorization triage, creating documented pathways and paperwork to support clinical review and processing
• Manage various channels of customer communication
• Research, evaluate, and implement new technologies and tools to enhance customer service operations, team collaboration, and overall efficiency

Manager, Customer Success

• Ensure excellence in customer service delivery within Hanger's Orthotic and Prosthetic Custom Fabrication business
• Define and manage the implementation and execution of Customer Support programs and policies
• Ensure consistent workflow, communication standards, and response protocols for internal and external customers
• Build, mentor, and manage a remote customer service team
• Define and manage key performance indicators and metrics to monitor team efficiency, customer satisfaction, and service quality outcomes
• Act as the primary internal liaison between internal and external customers and clinical staff
• Triage incoming orthotic and prosthetic devices for fabrication
• Coordinate job adjustments and submissions
• Manage Return Authorization triage, creating documented pathways and paperwork to support clinical review and processing
• Manage various channels of customer communication
• Research, evaluate, and implement new technologies and tools to enhance customer service operations, team collaboration, and overall efficiency

• Act as the primary communication liaison between clients and internal teams, including sales, services, and other key stakeholders
• Deliver on client commitments and take full ownership of issue resolution
• Build and maintain strong relationships with clients and internal and external stakeholders
• Maintain a deep understanding of iT1 service offerings and each client’s contractual scope
• Plan, prepare, and lead regular service review calls with active clients
• Stay informed on iT1 supported technologies to facilitate conversations around client challenges and opportunities
• Discover client business objectives and proactively recommend strategic solutions aligned with long-term goals
• Independently manage projects and deliverables with minimal oversight
• Conduct scheduled client meetings and data review cadences
• Resolve urgent issues and manage multiple deadlines and shifting priorities
• Collaborate with internal stakeholders while keeping the client experience central

Client Success Manager

• Ensure new customers have a seamless onboarding process
• Arrange training sessions to educate customers on software capabilities and best practices
• Build and maintain strong relationships with key stakeholders as the primary point of contact
• Develop and execute customer success plans tailored to each client’s business goals
• Review account health, usage data, and feedback to identify growth and optimization opportunities
• Drive software adoption, workflow optimization, business transformation, and digital-first workflows
• Align software adoption and expansion with customer business outcomes and measure delivery of those outcomes
• Monitor customer usage and engagement metrics
• Address barriers to adoption through targeted interventions
• Help customers integrate Browzwear solutions into core business processes and drive change management
• Secure renewals and identify upsell opportunities with support from Account Management
• Present value-driven ROI cases demonstrating platform impact
• Provide customer feedback to Product, Engineering, and Customer Success teams
• Advocate for customer needs in product roadmap priorities
• Resolve customer issues and coordinate cross-functional resources for complex challenges
• Drive customer retention, product adoption, satisfaction, and expansion revenue against defined KPIs

• Serve as the primary field-based lead for education, assistance, and issue resolution regarding patient access to J&J Neuroscience therapies
• Spend up to 50% of time on-site with healthcare providers and their staff
• Educate HCPs on reimbursement processes, claims submissions, procedures, and payer coding requirements
• Collaborate with sales representatives, key account managers, managed care colleagues, and internal J&J departments
• Serve as the local access, fulfillment, and reimbursement expert
• Lead compliant access and fulfillment discussions
• Use data and account management skills to address access barriers
• Resolve critical patient access and affordability issues
• Provide field-based reimbursement and access support, education, and creative problem-solving
• Build trust-based relationships with customers in assigned accounts
• Manage territory logistics, routing, and account business planning
• Maintain knowledge of market dynamics, coverage, and coding requirements
• Develop knowledge of hub and specialty distribution channels
• Serve as subject matter expert on access and affordability solutions across Medicare, Medicaid Managed Care, and commercial plans
• Complete business activities according to ethical, legal, and compliance standards and required training

Field Reimbursement Manager, Neuroscience – Patient Engagement & Customer Solutions

• Own escalated matters through completion and partner with related business units to resolve issues
• Coordinate workflow and resources on the Commonwealth Compensation team
• Assist with clearing requests and efforts for scheduled payout cycles
• Consult and provide tailored white glove service to Commonwealth Advisors
• Process and correct compensation issues for the employee model in a timely manner
• Partner with technical analysts to produce data results and present issues in an advisor-friendly format
• Set expectations and manage corrections to completion between business units
• Share trends and pain points with leadership and business partners to identify solutions and improve processes
• Provide subject matter support to other business units and coordinate resolution of escalated issues
• Assist with service recovery for aged requests, escalated issues, and complex activities affecting the Advisor experience
• Assist with conversions to Commonwealth throughout the year
• Support and sometimes lead initiatives to improve the Advisor experience and broader LPL organization
• Assist the Client Compensation Service team with overflow calls and cases when needed

Client Experience Manager

• Own execution of customer success and adoption-realization plans for assigned Named Accounts
• Translate account and course-adoption priorities into clear actions, milestones, and success measures
• Plan and execute onboarding, training, enablement, and other activities supporting customer adoption and integration into courses, curricula, and programs
• Coordinate Autodesk technical resources, product experts, and Learning Partners to support adoption
• Identify adoption barriers, drive resolution, and escalate issues requiring broader account or strategic intervention
• Monitor product usage, course adoption, and customer engagement to assess adoption health
• Analyze adoption trends and customer feedback to identify risks, gaps, and opportunities
• Report findings and recommendations to the account team
• Capture outcomes, proof points, and success stories
• Contribute insights to customer QBRs and account planning
• Build trusted relationships with educators, faculty, curriculum leaders, and IT stakeholders
• Partner with the Senior Account Manager on customer priorities and adoption strategy
• Share context, progress, and risks with the broader account team
• Maintain customer success documentation and account information
• Apply feedback to continuously build product, technical, and customer success skills
• Take independent ownership of assigned adoption realization plans and follow through on commitments
• Use data and judgment to assess adoption health, recommend action, and determine when to resolve or escalate issues
• Focus on measurable customer outcomes and realized value

Customer Success Manager – Named Accounts

• Own a portfolio of accounts end-to-end, driving implementation, engagement, ROI, retention, and expansion
• Serve as the primary relationship holder for employers, brokers, and members
• Drive account engagement through targeted digital campaigns, HR coordination, onsite visits, and creative outreach strategies
• Own the ROI model for each account and deliver on it
• Retain existing revenue and identify expansion opportunities
• Build trusted relationships with employers and brokers
• Maintain account plans documenting customer health, risks, commitments, and renewal timelines
• Lead renewals independently, with leadership support for complex situations
• Analyze claims data, utilization, engagement, and cost containment metrics with the analytics team
• Translate account data into QBR narratives
• Identify upsell and cross-sell opportunities with the sales team
• Design and execute integrated marketing campaigns for member activation and engagement
• Coordinate with HR contacts on awareness and incentive programs
• Collaborate with clinical teams on scheduling waves and provider bandwidth
• Project-manage new account launches across data, billing, marketing, and onboarding
• Set customers up for success and capture satisfaction feedback before the first QBR
• Surface member and employer feedback to inform product and clinical roadmaps
• Contribute to CS process improvements across onboarding, QBRs, and marketing workflows