Customer Success Manager

Company: Socially Determined, Inc.
Location: Washington
Posted on: February 1, 2025

Job Description:

About Socially Determined:Socially Determined is a fast-growing Washington DC-based company empowering organizations in healthcare and beyond to address the Social Determinants of Health that are the practical barriers to people leading happier and healthier lives. Leading the integration of health and social care through social risk analytics, our customers use our SocialScape platform to identify, understand and quantify the impact of social risk on the people and communities they serve - at scale. We believe that social risk is the missing ingredient in healthcare and by partnering broadly with pioneering organizations, we can impact the lives of millions of people for the better.About the Role:We seek a Manager to join our growing client-focused Customer Success team. This position will be an expert in our SocialScape platform and responsible for partnering with our customers across health plans, pharmaceutical companies, providers, and government healthcare organizations as they leverage our insights to drive SDOH and broader population health management initiatives. The ideal candidate should be a customer relationship expert who is technically savvy and able to connect the dots between customer use cases and platform capabilities to surface insights that answer business questions. The individual will also have responsibility for technical workflow partnering with the customer throughout their journey to ensure alignment with our standard data flow processes. As part of this, the team member will work side-by-side with Product to drive technical onboarding, troubleshooting and problem resolution, and will have accountability for delivery requirements, documentation, and implementation.Responsibilities:

• SDOH Platform Management:

• Support daily operations, including file transfers and data pipeline logistics.
• Troubleshoot and resolve technical issues with clients using the SocialScape.
• Lead user account strategy by participating in strategy calls and meetings with leadership.
• Manage permissions and configuration within the platform.
• Other technical support duties as assigned.
• Training and Support:
  • Respond to customer inquiries and provide technical expertise for implementation, configuration, and ongoing product enhancements in support of customer use cases.
  • Deliver training sessions to support ongoing customer platform usage and engagement.
  • Support user guide material and associated training collateral development, maintain user-facing documentation.
  • Project Management:
    • Deeply understand customers' strategic priorities, business needs, and use cases.
    • Participate in the planning and implementation of new platform functionality and enhancements.
    • Collaborate with internal stakeholders to drive seamless customer implementations.
    • Manage project timelines and ensure milestones are met in line with contract requirements.
    • Regulatory Compliance:
      • Stay updated on state, federal, and local healthcare regulations and client standards.
      • Partner with internal security and operations teams to ensure regulatory requirements are met.
      • Reporting and Analytics:
        • Provide customer billing support: collaborate with customer success and operations teams to track roster counts and ensure compliance with contract requirements.
        • Generate and analyze reports to support customer decision-making.
        • Develop custom reports, as needed.What You'll Need:
          • Bachelor's degree in a related field or equivalent experience.
          • Demonstrated and exceptional customer relationship management experience.
          • Experience working with SaaS technology systems (as a user or employee).
          • Experience working directly in the healthcare sector.
          • Clear communicator, with the ability to translate technical functionality and language to non-software savvy users.
          • Ability to simultaneously manage multiple projects and timelines, with exceptional attention to detail.
          • Strong problem-solving and analytic skills.
          • Comfortable presenting and participating in conversations with executive-level stakeholders.Socially Determined offers a competitive salary and benefits package. We are an equal opportunity and affirmative action employer M/F/Disability/Veteran.
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Keywords: Socially Determined, Inc., Towson , Customer Success Manager, Executive , Washington, Maryland