Customer Success Manager

• Serve as the primary field-based lead for education, assistance, and issue resolution with healthcare providers and office staff regarding patient access to J&J Immunology therapies
• Invest up to 50% of time onsite with healthcare providers, assess education needs, and facilitate stakeholder collaboration
• Educate HCPs on product coverage, prior authorizations, appeals, reimbursement processes, claims submissions, procedures, and payer coding requirements
• Collaborate with sales representatives and key account managers as the local reimbursement expert
• Address critical patient access and affordability issues
• Partner with managed care colleagues on current policies and potential changes
• Conduct field-based reimbursement and access support, education, and creative problem-solving
• Build trust-based relationships with customers in assigned Immunology 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 and provide subject matter expertise on access and affordability solutions across payer types
• Execute business according to ethical, legal, and compliance standards and complete required training

Field Reimbursement Manager, Dermatology – Patient Engagement & Customer Solution

• Serve as the primary field-based lead for education, assistance, and issue resolution regarding patient access to J&J Immunology therapies
• Educate healthcare providers and office staff on product coverage, prior authorizations, appeals, reimbursement processes, claims submissions, procedures, and payer coding requirements
• Collaborate with sales representatives, key account managers, managed care colleagues, and internal J&J departments
• Act as reimbursement expert for the local team and subject matter expert on access and affordability solutions across payer types
• Address critical patient access and affordability issues with urgency
• Provide field-based reimbursement and access support, education, and creative problem-solving
• Build trust-based relationships with customers in assigned Immunology 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
• Execute business in accordance with ethical, legal, and compliance standards and complete required training

Field Reimbursement Manager, Dermatology – Patient Engagement, Customer Solution

• Own a regional portfolio of health system partnerships
• Lead a high-performing team of Directors and senior Customer Success Executives
• Drive net revenue retention and expansion across the region
• Build relationships with health system executives and board-level sponsors
• Implement Hippocratic AI solutions into clinical workflows
• Establish scalable customer success playbooks
• Complete a diagnostic of the regional portfolio and success metrics by day 90
• Establish the CS team's operating framework and KPIs
• Recruit and onboard Directors and senior CSEs
• Improve customer retention or satisfaction across strategic accounts
• Scale the provider customer success team into a high-performing organization
• Lead enterprise implementations, manage timelines, and ensure successful go-live
• Collaborate with Product, Engineering, Clinical, and Sales teams
• Define, track, and communicate NRR, clinical adoption, operational efficiency, and patient outcome metrics
• Conduct quarterly business reviews with executive accountability
• Build best practices for onboarding, clinical training, workflow integration, and change management
• Own expansion sales through upsell and cross-sell opportunities
• Establish replicable provider onboarding and clinical workflow integration playbooks
• Grow regional net revenue retention to 110%+ within 12 months

Vice President, Customer Success

• Lead the end-to-end implementation lifecycle for Elsevier Clinical Solutions products, from project initiation through go-live and transition to Customer Success Management and Account Management
• Develop and manage project plans, timelines, milestones, risk mitigation strategies, and stakeholder communication plans
• Serve as the primary customer contact during implementation
• Manage multiple concurrent, high-complexity projects
• Drive stakeholder engagement across clinical leadership, IT teams, project managers, and administrative staff
• Provide subject matter expertise on product functionality, workflows, and best practices
• Facilitate requirements gathering, workflow analysis, and solution design
• Coordinate and support EHR integration efforts, including HL7 interfaces, data workflows, and interoperability requirements
• Deliver training and education tailored to diverse user groups
• Identify, manage, and proactively escalate risks, issues, and change requests
• Collaborate with Product, Technology, Content, Sales, Account Management, and Customer Success teams
• Develop and maintain customer-specific documentation, implementation artifacts, and best-practice resources
• Contribute to continuous improvement of implementation methodologies, tools, and internal knowledge sharing

Customer Success Implementation Analyst

• Manage assigned accounts in the Business Unit
• Educate and develop customer interest in Ryder services, including Full-Service Lease, Programmed Maintenance, Lease Financing and Fleet Management Services
• Attain or exceed assigned sales quotas and profit targets
• Maintain regular in-person and virtual customer contact
• Develop sales penetration plans to expand Ryder's wallet share
• Segment accounts by growth, renewal, retention and risk of loss opportunities
• Present Ryder services and capabilities
• Develop relationships with customer buying influencers
• Understand customers' businesses, goals and objectives
• Collaborate with DTS/SCS to develop upsell opportunities
• Facilitate relationships between customers and Ryder departments or vendors
• Ensure contracted services are delivered
• Conduct customer reviews and monitor voice-of-customer results
• Identify competitive alternatives and share-of-wallet opportunities
• Support transitions of accounts sold upstream in Ryder's services portfolio
• Update CRM with account details and interactions
• Anticipate problems through continuous customer and staff dialogue
• Provide customers with operational performance information
• Educate customers on new services, policy changes and best practices for using leased trucks efficiently
• Pursue training and improvement of sales skills, industry knowledge and personal growth
• Perform other duties as assigned

Customer Engagement Manager – Sales

• Manage daily incoming requests from support email and chat channels
• Respond promptly, gather details, and set clear client expectations
• Triage requests and route work to the appropriate team
• Track requests through completion and keep clients informed
• Own weekly maintenance support and follow-ups for assigned accounts
• Maintain communication cadence through status updates and check-ins
• Surface risks, recurring issues, and upcoming client needs to the Customer Success Manager team
• Partner with CSMs on service setup, new orders, launches, and ongoing client success
• Troubleshoot using internal tools, documentation, and product knowledge
• Identify patterns, document findings, and escalate issues with strong context
• Provide reproduction steps, client impact, and relevant details for potential defects
• Write clear, empathetic, action-oriented client communications
• Manage multiple requests with organization and prioritization
• Build client-management skills toward future Customer Success Manager ownership

Customer Success Associate

• Manage and grow a portfolio of US school partnerships
• Build meaningful relationships with school partners
• Generate increasing demand for Zen educators, including teachers and paraprofessionals
• Upsell Zen products and services within the school partner portfolio
• Serve as a responsive central contact for school partnership stakeholders
• Report trends and feedback to the Product team to improve the platform
• Communicate daily with newly onboarded educators to place them in daily substitute or long-term roles
• Maintain contact with active educators, provide feedback, ensure satisfaction, and solve problems
• Coach educators and improve their performance in schools

Customer Success Manager jobs in Pennsylvania