Senior Customer Success Specialist

Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD).

When you work at Brightree, it’s more than just a job. You’ll be part of a team that’s driving innovation and leading the way in cloud-based patient management software. 

The technology allows us to provide the tools for better outcomes but at our heart, we’re really about people. We strive to positively impact our customers’ businesses and the lives of patients every single day.

The Brightree Customer Success Team is responsible for driving consistent customer value through adoption of Brightree products and services.  Customer Success Managers align with key stakeholders on top priority initiatives by providing ongoing insights, recommendations, and best practices to support their goals.  This team contributes to our overall mission of changing 250 million lives by 2025 by optimizing HME operations and allowing our customers to focus on patient care.

Utilizing knowledge of Brightree products and services, the Customer Success Specialist responds to customer escalations, manages contract changes, and offers general recommendations to drive overall adoption of Brightree and reduce churn.  The Customer Success Specialist manages concurrent inquiries from multiple customers and routinely collaborates with the customer to understand unique challenges, identify opportunities, and offer insights and effective solutions using company best practices.

Let's talk about the role:

• Meets with newly onboarded customers to assess adoption, risk, and opportunities
• Triages incoming customer requests for contract adjustments and user changes
• Identifies and manages at-risk accounts to resolution
• Completes system analysis for at-risk customers and makes recommendations for improvement
• Identifies and communicates opportunities to increase customer utilization of additional modules within existing customer base; provide guidance on professional service offerings such as training and consulting
• Special projects as needed

Let's talk about you:

• Bachelor’s degree or equivalent work experience
• At least 2 years of customer support experience, participating in diagnosing, diffusing, and solving customer concerns
• Strong professional communications skills, both written and verbal
• Must demonstrate a high degree of confidence to participate in business conversations at all levels of the customer organization  
• Exposure to financial and operational analysis required
• Demonstrated strong skills in Excel
• Experience liaising with external customers and internal departments
• Must be a quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand
• A team player with a positive attitude, strong interpersonal skills, and multi-tasking ability
• 20-25% Overnight travel is required
• Prior experience in a similar role with a healthcare software solution
• Prior experience in DME/HME industry
• Prior experience with Brightree software
• Experience as a user of Brightree’s Business Management Solution
• Infusion pharmacy experience
• Salesforce, Gainsight or experience using other CRM tools

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.

At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.  A reasonable estimate of the current base range for this position is: $69,000 - $103,000

​For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.