Customer Success Manager

• Manage, service, and ensure the profitability of assigned client accounts
• Meet established objectives for the assigned client portfolio
• Organize, manage, coordinate, and communicate account activities to stakeholders
• Serve as the primary point of contact and account executive for assigned clients
• Act as the primary liaison between clients and nimble Solutions
• Coach and develop team members in delivering quality client service
• Respond promptly to client inquiries
• Conduct regular client interactions via email, conference calls, and in-person visits
• Coordinate preparation, analysis, and presentation of client deliverables
• Identify potential client performance problems and implement corrective plans
• Ensure appropriate resources are effectively utilized to maximize account performance
• Monitor, evaluate, and report on billing effectiveness and cash flow
• Recommend improvements to increase productivity and profitability
• Stay current on payment trends, coding, and payer requirement changes
• Generate standard and ad hoc client reports with commentary on nimble's value

Client Success Manager

• Handle inbound and outbound customer and sales inquiries via phone, email, and chat
• Provide timely, accurate, and friendly support to resolve issues or concerns
• Assist with product inquiries, order status, and product returns or exchanges
• Maintain customer satisfaction through professional communication and follow-ups
• Manage and prioritize multiple documentation requests and ensure timely delivery
• Contribute to best practices for creating and managing documentation
• Seek opportunities to improve processes
• Track and update sales orders to ensure accurate processing and delivery
• Coordinate with inventory and shipping departments to process and deliver orders on time
• Maintain customer records and update the CRM database
• Assist in generating sales and customer activity reports
• Collaborate with marketing, operations, sales, and customer service teams
• Provide feedback to improve processes and customer experience
• Create, manage, and deliver quotes
• Process orders
• Ensure documents are consistent, professional, client-tailored, and aligned with company standards and best practices

Customer Success Representative

• Educate healthcare providers and office staff on reimbursement processes, claims submissions, procedures, and payer coding requirements
• Serve as the primary field-based lead for education, assistance, and issue resolution related to patient access to J&J Neuroscience therapies
• Collaborate with sales representatives, key account managers, managed care colleagues, and other internal 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
• Address critical patient access and affordability issues
• Conduct 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
• Grow knowledge of hub and specialty distribution channels
• Provide expertise on access and affordability solutions across Medicare, Medicaid Managed Care, Commercial, and other payer types
• Execute business according to ethical, legal, and compliance standards and complete required training

Field Reimbursement Manager, Neuroscience – Patient Engagement & Customer Solutions

• 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 working 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 other stakeholders
• Lead compliant access and fulfillment discussions with field support teams
• Use data and account management skills to proactively address access barriers
• Address critical patient access and affordability issues
• Conduct 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
• Collaborate with internal J&J departments including marketing, sales, medical science, SCG, IBG, HCC, and PECS
• Serve as subject matter expert on access and affordability solutions across Medicare, Medicaid Managed Care, Commercial, and other payer types
• Complete business activities in accordance with ethical, legal, and compliance standards and required training