Epic Connect - Customer Success Manager

Epic Connect - Customer Success Manager

As a Customer Success Manager [CSM] for MUSC's Community Connect program, this role plays a vital part in fostering strong relationships with Connect sites, aligning their goals with MUSC's vision for Community Connect. The CSM will collaborate and build relationships internally and externally, working with Connect sites and leaders to identify program priorities and establish supporting goals for success. Reporting to the Director of Affiliate Services, this role will collaborate closely with MUSC's Epic Community Connect sites, IS Teams, and ePMO. The CSM will oversee all aspects of the Connect site's relationship with MUSC, serving as the primary point of contact to ensure effective problem-solving and communication. This position requires regular travel to Connect sites to ensure a strong partnership.

Responsibilities :

Relationship Management & Coordination

• Develop account management strategies and operational plans for Connect sites to effectively integrate the Epic platform
• Assist sites in establishing and maintaining proper intake processes for the various levels of requests [Break-Fix, Optimizations, and Projects]
• Partner with IS teams to ensure timely resolution of Break-Fix issues and manage optimization and project requests through established governance channels, adhering to SLAs, track and communicate updates on intake requests to site leaders, monitoring service delivery metrics to identify areas for improvement. Conduct annual reviews of Service Level Agreements with Connect sites and MUSC leadership. Track project and optimization request progress, providing regular updates to stakeholders
• Provide high-quality account management and analysis for clinical and operational issues within the Epic Community Connect program
• Serve as the primary escalation point for onboarding, training, access, and support needs for Connect sites. Provide ongoing support through regular meetings and open communication channels, ensuring site satisfaction and success. Monitor service delivery metrics and identifies areas for improvement
• Track the performance of support SLAs / SLTs and proactively communicates performance with sites; assists in performance remediation with MUSC as warranted
• Conduct post-implementation reviews to assess success and gather feedback for future improvements
• Lead scheduled and ad-hoc meetings to facilitate rapid issue mitigation

Program Development & Support

Additional Job Description

Required Education / Skills / Work Experience :

Physical Requirements :

Ability to perform job functions while standing. (Continuous) Ability to perform job functions while sitting. (Continuous) Ability to perform job functions while walking. (Continuous) Ability to climb stairs. (Infrequent) Ability to work indoors. (Continuous) Ability to work outside in temperature extremes. (Infrequent) Ability to work from elevated areas. (Frequent) Ability to work in confined / cramped spaces. (Frequent) Ability to perform job functions from kneeling positions. (Infrequent) Ability to bend at the waist. (Continuous) Ability to twist at the waist. (Frequent) Ability to squat and perform job functions. (Frequent) Ability to perform "pinching" operations. (Frequent) Ability to perform gross motor activities with fingers and hands. (Continuous) Ability to perform firm grasping with fingers and hands. (Continuous) Ability to perform fine manipulation with fingers and hands. (Continuous) Ability to reach overhead. (Frequent) Ability to perform repetitive motions with hands / wrists / elbows and shoulders. (Continuous) Ability to fully use both legs. (Continuous) Ability to use lower extremities for balance and coordination. (Frequent) Ability to reach in all directions. (Continuous) Ability to lift and carry 50 lbs. unassisted. (Infrequent) Ability to lift / lower objects 50 lbs. from / to floor from / to 36 inches unassisted. (Infrequent) Ability to lift from 36" to overhead 25 lbs. (Infrequent) Ability to exert up to 50 lbs. of force. (Frequent) Examples include : To transfer a 100 lb. patient that can not assist in the transfer requires 50 lbs. of force. For every 100 additional pounds, assistance will be required from another healthcare worker. 20 lbs. of force is needed to push a 400 lb. patient in a wheelchair on carpet. 25 lbs. of force is required to push a stretcher with a patient with one hand. Ability to maintain 20 / 40 vision, corrected, in one eye or with both eyes. (Continuous) Ability to see and recognize objects close at hand or at a distance. (Continuous) Ability to match or discriminate between colors. (Continuous) Ability to determine distance / relationship between objects; depth perception. (Continuous) Good peripheral vision capabilities. (Continuous) Ability to maintain hearing acuity, with correction. (Continuous) Ability to perform gross motor functions with frequent fine motor movements. (Continuous) Ability to deal effectively with stressful situations. (Continuous) Ability to work rotating shifts. (Frequent) Ability to work overtime as required. (Frequent) Ability to work in a latex safe environment. (Continuous) Ability to maintain tactile sensory functions. (Continuous) (Selected Positions)

If you like working with energetic enthusiastic individuals, you will enjoy your career with us! The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and / or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

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