Customer Program Manager

## Overview Cotiviti is seeking a passionate and results-driven Customer Program Manager to join our team and play a key role in driving long-term success for our clients through the effective use of Cotiviti products. In this strategic role, you will act as a trusted advisor to our healthcare payer clients, leveraging your deep operational knowledge of data processing systems, revenue recognition, audit compliance, and risk adjustment. Your expertise will help clients maximize the value of their Cotiviti investment while expanding Cotiviti’s impact across the healthcare payer landscape.The ideal candidate combines strong technical acumen with a deep understanding of healthcare operations and regulatory frameworks, enabling them to guide clients toward measurable outcomes and sustained success. ## Responsibilities - Develop, implement, and complete tactical project plans related to customer issue resolution, quality improvement plans, and program enhancements. - Act as the lead relationship manager for assigned accounts, coordinating proactive customer communication. - Lead customers to success by understanding their business needs and proactively aligning Cotiviti's software and services with those needs to generate outstanding results. - Partner with Account and Product Management on Customer Health, NPS, Executive Business Reviews (EBRs), Expansion, and Renewals by hitting assigned metrics. - Forecast and track key metrics, including revenue numbers, member counts, and relevant risk adjustment metrics. Track and manage product-related issues that impact customer success. - Utilize your operational knowledge to recognize revenue and audit regulations to ensure accurate and compliant business practices. - Leverage your technical expertise in Encounter submissions and risk adjustment areas to provide valuable insights and support to customers in this critical area. - Review and analyze the support tickets to understand the trends and advocate internal teams for addressing the issues accurately and timely. - Responsible for communicating customer enhancement requests via a feedback loop to the Product Management team. - Ensure all contracted deliverables are provided according to the contract, on time, and meet and exceed customer expectations. This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change. ## Qualifications - Bachelor's degree and a minimum of 5 years of relevant experience. - Operational knowledge on processing data through various systems, technical expertise in Claims processing, Encounter submissions and risk adjustment areas. - Solid organizational, communication and interpersonal skills with a customer-first mindset. - Fluent in Software as a Service (SaaS) distribution models. - Experience in healthcare or related field. - Familiarity with customer journey mapping and success planning. - Strong working knowledge of Microsoft Office, Freshdesk, SQL, and Jira. **Mental Requirements:** - Ability to analyze complex data sets and identify patterns and insights. - Ability to solve problems and address stakeholder needs effectively. - Ability to think strategically and align product development with business goals. - Ability to communicate and collaborate effectively with diverse teams. **Working Conditions and Physical Requirements:** - Remaining in a stationary position, often standing or sitting for prolonged periods. - Repeating motions that may include the wrists, hands and/or fingers. - Must be able to provide a dedicated, secure work area. - Must be able to provide high-speed internet access / connectivity and office setup and maintenance. Base compensation ranges from $70,000 to $105,000 per year. Specific offers are determ…