As the Customer Success Manager [CSM] for Community Connect, this role plays a vital part in nurturing strong relationships with Connect sites, ensuring their goals align with MUSC’s organizational vision for Community Connect. The Customer Success Manager cultivates robust relationships internally and externally, working with affiliate sites and Connect leaders to identify program priorities and establish supporting goals for success. Reporting to the Director of Affiliate Services, this role will collaborate closely with MUSC's Epic Community Connect Partner(s), IS Teams, and ePMO. The CSM will lead all aspects of the Connect Site’s relationship / alignment with the MUSC serving as the main point of contact and ensuring effective solutions to problems and thorough communication occurs.

Responsibilities

Relationship Management & Coordination

• Develops account management strategies and operational plans for affiliate sites to integrate the Epic platform effectively

• Assists sites in establishing and maintaining proper intake processes for the various levels of requests [Break-Fix, Optimizations, and Projects]

• Partners with internal IS teams to help ensure Break-Fix items are addressed in a timely manner and processes optimization and project requests through the proper governance channels – all in alignment with established SLAs

• Monitors and tracks intake requests and communicates updates to site leaders – while adhering to MUSC’s established governance processes

• Conducts yearly review of Service Level Agreements with Connect sites and appropriate MUSC leadership

• Tracks project and optimization request progress, providing regular updates to stakeholders

• Provides high-quality account management and analysis for clinical and operational issues within the Epic Community Connect program

• Acts as the primary point of escalation for Community Connect Affiliate sites for all onboarding, training, access, and support needs

• Provides ongoing support to Connect sites, conducting regular meetings and open channels of communication, ensuring their satisfaction and success

• Monitors service delivery metrics and identifies areas for improvement

• Tracks the performance of support SLAs/SLTs and proactively communicates performance with customer sites; assists in performance remediation with MUSC as warranted

• Conducts post-implementation reviews to assess success and gather feedback for future improvements

• Leads both scheduled and ad-hoc meetings as warranted to abide by SLAs and facilitate rapid, issue mitigation

Program Development & Support

• Partners with affiliate sites and MUSC stakeholders including Affiliate Services and IS leaders to identify program priorities and set supporting goals and objectives

• Helps to inform long-term strategic plans for the Community Connect program from current customer feedback, aligning with organizational objectives

• Conducts market research and stays updated on industry trends to inform the Community Connect strategy

• Collaborate with Connect Partners from Epic and other relevant stakeholders to ensure MUSC maintains its accreditation and is in compliance/alignment with established protocols and best practices

Required Education/Work Experience/Skills:

• Bachelor’s degree in healthcare, business, or related industry

• Demonstrated track record of at least 3 years of successful account management or customer service experience, preferably in the healthcare sector

• Experience with Epic, including clinical workflows in both ambulatory and inpatient settings

• Communicate effectively through written, oral, and formal presentations

• Epic CSM credential required [will support post-hire if not already secured]

• ServiceNow experience preferred