Customer Success Manager - EPIC Community Connect
At a glance
Manager-level Customer Success role at Ertr. Oklahoma City · no salary stated · we estimate $85,000–$136,238 across the United States.
Ertr has not published a salary for this role. The figure below is our estimate, not theirs.
growthroles summary, based on the employer's posting.
What you'll do
- Answer clients’ daily questions and help them through Epic Connect setup and ongoing use
- Build implementation plans with clients, track their tasks and dates, and keep project updates flowing
- Assess client requests, coordinate issue resolution, and communicate progress to customers
- Guide post-sale work and customer relationships, escalating concerns and checking that service needs are met
- Support assigned pre-sales work for new Connect opportunities and use Epic’s customer success checklist
What you bring
- Have a master’s degree, or a related bachelor’s plus two years of customer service experience
- Alternatively, bring a related associate degree and four years of customer service experience, or six years of that experience
- Bring strong customer service and interpersonal skills, including the ability to resolve conflicts
- Complete Epic Connect Success Manager training within six months of starting
Who this fits
This role suits someone comfortable managing client relationships through implementation and ongoing product use, including handling escalations. It is a hybrid position in Oklahoma City.
From the employer
Get to Know Your Team
- 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
INTEGRIS Health is an Equal Opportunity/Affirmative Action employer. All applicants will receive consideration regardless of membership in any protected status as defined by applicable state or federal law, including protected veteran or disability status.
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