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The Customer Success Manager builds relationships to ensure customer satisfaction, acts as a liaison, and employs communication strategies to improve service delivery and operational success.
The Customer Success Manager acts as the main representative of the Emerge organization for Connect sites, building strong relationships and ensuring customers receive timely support and communication. The role serves as a liaison between the Emerge organization and customers, helping resolve issues before and after the sale. Additionally, the CSM communicates customer feedback and needs to the Emerge organization to help guide long-term strategy, product development, and planning.
Responsibilities- Builds and strengthen relationships with providers and clinical staff to drive trust, collaboration, and effective partnership across Connect sites.
- Identifies and communicates Emerge and customer strengths and interests to align internal teams and support informed decision-making.
- Analyzes financial status and key drivers and take necessary action to support site performance and operational success.
- Navigates governance, support, and training structures and lead liaison efforts to ensure smooth delivery execution between Emerge and Connect sites.
- Drives Connect site participation in the appropriate autonomy track to support readiness and adherence to Emerge standards.
- Delivers and reviews clinic manager dashboards with site leadership to elevate visibility into performance and guide operational improvements.
- Leads onsite customer sessions to align strategic roadmaps and promote self service analytics through Slicer Dicer to enhance insight and engagement.
- Executes survey processes, ensures access, and identifies improvement opportunities to advance customer experience and outcomes.
- Partners with the Epic Connect Partner and internal teams to deliver executive packets, communicate turnaround time performance, and monitor action time performance, and monitor action plan progress.
- Prepares Connect sites for Epic implementations and upgrades and coordinate with implementation and maintenance teams to achieve customer satisfaction, Good Install success, and accreditation standards.
Minimum Qualifications
- 8+ years w/Bachelor’s degree; 1+ years supervisory/management
- 6+ years of experience leading Epic enterprise implementations as Project/Program Manager, People management experience (3+ years of experience)
Knowledge, Skills, Abilities
- Strong knowledge of Epic Wisdom
- Ability to build a replicable implementation playbook from 1-2 locations to scale
- Excellent communication skills, fostering trusted relationships across cross functional teams and key stakeholders
- Superior project, organizational and people management skills
- 6+ years of experience working with multiple cross functional teams/stakeholders to gain alignment
- Entrepreneurial mindset – curious, ambitious, works well in ambiguity
- Proven Epic experience, including successful full lifecycle implementations and Community Connect deployments
- Extensive Community Connect experience
- People management experience
Licenses
• Certified Project Management Professional (PMP)-PMI. Program & Project Management\Certified Project Management Professional (PMP)-PMI Upon Hire Pref'
Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 22. $93,425 - $202,404
At Delta Dental, we’re behind millions of smiles and counting. For over 68 years, we’ve served our communities by increasing access to affordable, quality care – but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building fair programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all.
We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie.
Discover the smiling faces behind Delta Dental and experience our values and culture in action by connecting with us on social media. Follow Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn. If you've got an appetite for innovation and want to be a part of a team that’s transforming the future of health care, join us!
Since 1955, we have offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The Delta Dental of California network includes affiliates Delta Dental Insurance Company; Delta Dental of Pennsylvania; Delta Dental of New York, Inc.; Delta Dental of the District of Columbia; Delta Dental of Delaware, Inc.; and Delta Dental of West Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico and the Virgin Islands.
The company and its affiliates are part of Delta Dental Plans Association (DDPA), a not-for-profit national association based in Oak Brook, Illinois. Through our national network of Delta Dental companies, we offer dental coverage in all 50 states, Puerto Rico and other U.S. territories. We offer vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, we deliver benefits to more Americans than any other dental insurance company.
Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.
Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time.
Proof of eligibility to work in the United States must be provided if selected for hire.
*Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York
If You Are A Current Employee Click Here To Apply
Top Skills
Epic Wisdom
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