Customer Success Manager - EPIC Community Connect

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• INTEGRIS Health, Oklahoma's largest not-for-profit health systems, is seeking a dedicated caregiver to join us in our mission to partner with people to live heathier lives.
• Benefits of being an INTEGRIS Health caregiver include front-loaded PTO, Medical benefits through the extensive INTEGRIS Health Network, finanical assistance for continued education, 24/7 health support and more.
• Take the first step toward growing your career by joining us.

The Epic Connect Customer Success Manager (CSM) will oversee all customer relationships and communications, and is responsible to ensuring overall customer satisfaction, and that all SLAs are met. This position will also help manage all implementations and ensure that all timelines are met. This position serves as a direct contact to clients. As a direct contact point, this position will answer day-to-day questions, support product implementation activities, and manage the client’s product once it is in a production environment.

The Epic Connect CSM reports to the ITS Manager of Community Connect.

Job responsibilities for the Epic Connect CSM include, but are not limited to, the following:

• Follows guidelines from Epic’s Connect Customer Success Manager Checklist to support Epic Connect Sites for which INTEGRIS Health is the Host Site
• Support all pre-sales effort on new Connect opportunities as assigned.
• Responsible for assessment and disposition of client requests as well as resolution coordination and communication of client issues.
• Plan, develop, and manage a coordinated implementation plan for clients
• Regularly meet with customers to set appropriate expectations, address customer goals, determine target dates, timelines, manage customer tasks, and provide regular project updates during the onboarding and implementation phase of the customer lifecycle
• Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning, and execution
• Oversee all customer relationships and ensure that service needs are being met, and serves as the escalation point for all Client concerns

• Masters degree, or Bachelors degree in related field with 2 years of relevant customer service experience, or Associates degree in related field with 4 years of relevant customer service experience, or 6 years of relevant customer service experience
  • Preferred degree in business, Management, Healthcare Administration, or related field
• Strong interaction and customer service skills required, with the ability to resolve conflicts
• Epic experience preferred
• Completion of Epic Connect Success Manager training within 6 months of hire