Technical CSM

Abacus Insights is a mission-driven technology company focused on transforming the healthcare data industry, ultimately creating a more personalized patient experience, improving health outcomes, and lowering the overall cost of healthcare. Abacus Insights provides a flexible, efficient, and secure platform that organizes and exchanges healthcare data from various sources and formats, allowing our customers to uncover differentiated insights. In addition, our employees know that they play an active role in keeping our customers' data safe and are responsible for ensuring that our comprehensive policies and practices are met. 

With our deep expertise in cloud-enabled technologies and knowledge of the healthcare industry, we have built an innovative data integration and management platform that allows healthcare payers access to data that has been historically siloed and inaccessible. Through our platform, these healthcare organizations can ingest and manage all the data they need to transform their business by supporting their analytical, operational, and financial needs.   

Since our founding in 2017, Abacus has built a highly successful SaaS business, raising more than $81 Million from leading VC firms with deep expertise in the healthcare and technology industries. We are solving problems of massive scale and complexity in a sector that is not only ready for disruption. We're growing quickly and would love for you to be a part of it! 

About the Role: 

We are seeking an experienced Technical Customer Success Manager for our Medicaid clients.  The successful candidate will serve as the bridge between the product implementation team and product support, perform analysis to help diagnose and triage problems, manage customer deliverables, and lead go-live activities.  A successful candidate has experience and practical knowledge to support clients in the following areas:  

• Healthcare data and software supporting payers, PBMs, or third-party administrators 
• Experience working with Medicaid data sets (T-MSIS)
• Experience working with FHIR IGs (Implementation guides)
• T-MSIS data collection and processing  
• Promoting a product’s capabilities based on the customer’s needs
• Organization and project management skills
• Managing client relationships and coordinating deliverables 

Responsibilities: 

• Perform Analysis and Problem Solving.  Data analysis and problem solve issues related to our client’s data.  Diagnose problems within data sets or product functionality, with a primary focus on CMS data sets (T-MSIS).  Investigate technical data issues, understand how the technical and business components work together.
• Client Relationship Management. Develop strong customer relationships, resulting in referenceable customers.  Build trust and transparency with customers.  Promote customer loyalty.
• Needs Analysis. Evaluate, understand, and document customer business needs with a technical lens.
• Cross-Functional Communication: Manage the client and Abacus operations teams, effectively communicating client needs and issues to team members.  
• Manage Deliverables.  Manage client deliverables as required:
  • Client enhancement requests and change requests.
  • Defect triage, resolution and QA coordination
  • Project management using Jira
  • Management and coordination of client UAT
• Client Support.  Support a portfolio of customers.  Coordinate UAT prior to a move to production.  Provide key reports and metrics to the client.  Own and manage all customer support tickets, tracking resolution and providing RCA on agreed to schedule.  Analyze SLA and trend reports to validate quality of information, identify trends, highlight patterns, define inconsistencies and summarize/present findings and results.
• Collaboration and Coordination:  Work closely with cross-functional teams, including business experts, technical business analysts, project managers, account executives and data engineers to successfully implement client projects.  Collaborate with Product Management to identify client-specific requirements that may be translated into an existing standard product feature or a future feature on the product roadmap.
• Change Management: Own and manage all new requests from the client, tracking resolution using internal project management tools.  Use hands-on experience and knowledge in healthcare claims, provider management, eligibility, and/or clinical data sets to analyze business requests and develop high-level business and technical requirements.
• Promote Product Value.  Work with customers to show the technical and business value of Abacus data platform:
  • Work closely with internal data operations team
  • Promote the value of the product
  • Upsell Abacus services and products  
  • Promote value through customer experience
• Training and Support: Educate clients on product capabilities that the client has licensed and address questions and issues raised by the client team. 
• Process Improvement: Conduct process analysis, process evaluation, and implement process improvements that lead to better solutions and client satisfaction. 

What we’re looking for: 

• Experience working in an operational capacity with Medicaid data sets (T-MSIS), medical claims, Rx claims, member eligibility, clinical data (EMRs, ADTs), provider, labs, and financial data sets. 
• Experience and ability to build and manage working relationships with internal and external team members
• Ability to solve problems, as both an individual and as part of a group.
• Ability to communicate succinctly and clearly, both verbally and in writing, to technical and non-technical audiences at all levels
• Ability to multi-task and react positively to frequent changes in priorities
• Become a product SME, training users to utilize the software and query data
• SQL, data visualization, data analytical skills
• Ability to de-escalate customer complaints
• Experience with requirements gathering and document creation
• Project management ability leveraging MS Office tools, Jira (Agile) methodologies
• High level of project organization, attention to detail, and time management  
• Ability to positively impact process improvement and process management
• Off hours/weekend work occasionally required
• Bachelor’s degree in computer science, business, health care administration, or equivalent experience
• Ability to travel up to 5-10% of the time 

Equal Opportunity Employer 

As a mission-led technology company that is helping to drive better healthcare outcomes, Abacus Insights believes that the best innovation and value we can bring to our customers comes from diverse ideas, thoughts, experiences, and perspectives. We are dedicated to building diverse teams and providing equal employment opportunities to all applicants. Abacus prohibits discrimination and harassment of any type in regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.