Connect Account Manager
Reports to: Brightree Connect Senior Account Manager
Location: Lawrenceville, Georgia
Brightree LLC is the leading provider of business management software solutions for Home Medical Equipment (HME) providers, Durable Medical Equipment (DME) providers, Orthotics & Prosthetics (O&P) practitioners, and Sleep Labs. Brightree’s unique Internet-based solutions follow the natural workflow of providers to automate and improve how they manage their business. Brightree is the only business management software solution endorsed by Invacare Corporation (NYSE: IVC) as well as the VGM member service organization. Brightree has been the growth leader in our industry for six years straight, and currently serves more than 2,500 providers in the USA.
Job Summary
Connect Account Manager Duties include project management, system configuration, implementation best practices, product consulting, and training services. Success in this role will be measured on customer satisfaction and retention.
Primary Duties
Manage the successful implementation of the Connect Platform customers. This includes the management of all project related activities including project planning, and system configuration.
Provide remote implementation, training, and ongoing maintenance services related to Brightree Connect.
Drive timely working sessions with customers to understand and document business and technical requirements for product functionality.
Manage timely and complete responsibilities using software tools which may include; Brightree database, CRM tools, Microsoft Office suite of products, Sales Force, Share Point, and Confluence.
Analyze customer data and staff proficiencies for optimization needs.
Persuade the customer to change behavior based on findings, showing customers the overall value of Brightree Connect to their business
Follow standardized delivery model to allow scalable customer implementations.
Manage customer escalations and product enhancements by providing feedback to Senior Account Manager.
Analyze, troubleshoot, document and solve software issues reported by customers.
Track and report product defects to Support for appropriate resolution.
Basic Qualifications
Experience training software users in a highly diversified environment
Strong knowledge of software implementations, system workflow and implementation best practices
1-2 years’ experience in a healthcare environment
Intermediate level proficiency with Microsoft Office package, including excel, access and PowerPoint
Strong analytical ability to troubleshoot and diagnosis technical software and implementation issues
Strong oral and written communication skills
Strong project management skills including ability to manage customer expectations and drive project results
Preferred Qualifications
Experience implementing and/or training on Brightree applications.
Bachelor’s degree
Knowledge of IVR hosted platform systems such as Voxeo, medSage, iAssist, Heathcall, HCS, CareTouch, Noble Systems, CBM Solutions
Familiarity with Software as a Service (SaaS) applications and performance criteria.
Ability to travel up to 10%.
EEO Statement
Brightree LLC provides equal opportunity for all applicants without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, disability, genetic information, marital status, sexual orientation, veteran status, or any other basis protected by state or federal law.
Work location: Lawrenceville, GA