Customer Support Manager

Nym empowers healthcare providers with AI-based solutions that simplify healthcare administration and optimize revenue cycle management processes.

Our innovative technology understands clinical language and transforms medical records into clear, actionable information. By fully automating medical coding, Nym improves operational efficiency, optimizes financial performance, and reduces administrative burdens, ultimately enabling providers to focus more time on patient care. Our AI-powered coding engine supports six specialties: emergency medicine, radiology, outpatient surgery, outpatient visits, inpatient services, and urgent care.

At Nym, the future is bright. Our engine currently processes over six million charts annually in more than 300 healthcare facilities across the US, enabling clinical and administrative teams to spend more time on patient care. We are backed by top-tier VCs and growing rapidly, with offices in New York City and Tel Aviv.

Join us!

Role Overview

As a Customer Success Manager - Support, you will play a pivotal role in ensuring our clients’ success and satisfaction by delivering exceptional service and fostering long-term relationships. You will partner with internal teams and customers to optimize their experience, support operations, and contribute to the evolution of our live-client delivery.

Key Focus Areas

• Own Client Relationships: Manage and nurture relationships with live clients, serving as their primary point of contact for day-to-day engagement and support
• Provide Real-Time Support: Deliver prompt, professional assistance by troubleshooting client inquiries and resolving issues efficiently, ensuring high levels of customer satisfaction
• Collaborate Cross-Functionally: Work closely with Account Management, Engineering, Product, Compliance, and other internal teams to address recurring issues, suggest improvements, and ensure seamless service delivery across the customer journey
• Serve as a Trusted Advisor: Conduct operational check-ins, data/analytical reviews, and workflow optimization sessions. Prepare and lead virtual or onsite client meetings to enhance collaboration.
• Champion Customer Feedback: Gather and analyze customer insights to identify trends, provide actionable recommendations, and influence product and process improvements. Represent customer needs across internal teams, ensuring visibility into customer status, metrics, and priorities to drive alignment and outcomes that benefit both the customer and the company.
• Scale Operations: Support and scale operational processes to meet evolving customer needs and contribute to business growth.
• Drive Strategic Initiatives: Contribute to shaping and refining our long-term customer success strategies, enhancing relationship-building efforts, and designing innovative engagement strategies to elevate customer satisfaction.

Qualifications:

• 3+ years of experience in client-facing roles, delivering products, services, and analyses, preferably to healthcare customers, with increasing responsibility
• Revenue cycle management, medical coding, or EHR operations experience a plus
• A track record of rigorously prioritizing, managing project timelines, conducting data analyses, leading client communications, and promoting cross-functional team collaboration
• Strong project management skills with a proven ability to manage multiple complex projects and meet deadlines
• Excellent communication and interpersonal skills, with the ability to build strong relationships with healthcare clients and internal teams
• Experience working with health systems, provider groups, or healthcare organizations, with a solid understanding of healthcare operations, workflows, and compliance 
• Passion for working for an early-stage healthcare company and you are comfortable with navigating ambiguity
• You thrive in a collaborative, diverse, cross-functional environment.
• Located in Eastern Time (preferred) or Central Time Zone
• You are willing to travel occasionally, to clients for key meetings to Nym HQ in New York City

What We Offer:

• Competitive salary and performance-based bonus
• Comprehensive health, dental, and vision insurance
• Unlimited paid time off (PTO) 
• Opportunities for career growth and professional development
• Flexible work environment 
• Remote employee perks, such as monthly meal budget, home office stipend, and utilities reimbursement  

Approximate base compensation: Final package may vary and will be determined by various factors including location the role is expected to be performed, candidate experience, education, and ideal qualifications.

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We are an equal-opportunity employer and encourage candidates from all backgrounds to apply. We are committed to creating an inclusive and diverse workplace.