Client Success Manager - EMS Billing - Digitech - Military veterans preferred

Position Title: Client Success Manager - EMS Billing - Digitech

Req ID: 5077

Location: United States

Remote: Remote

Job Description

Sarnova is the leading national specialty distributor of health care products in emergency medical services (EMS) and respiratory markets and is the industry leader in revenue cycle management within emergency medical services (EMS). The Sarnova Family of companies includes Digitech Computer, Bound Tree Medical, Tri-anim Health Services, Cardio Partners, and Emergency Medical Products

Digitech is a leading provider of advanced billing and technology services to the EMS transport industry. Since its founding in 1984, Digitech has refined its software platform to create a cloud-based billing and business intelligence solution that monitors and automates the entire EMS revenue lifecycle. Digitech leverages its proprietary technology to offer fully outsourced services that maximize collections, protect compliance, and deliver results for clients.

Summary:

The Client Success Manager is primarily a Brand Ambassador for the organization, responsible for building and maintaining relationships with clients, prospects and potential business partners. This is a client-facing role which requires an individual who understands the dynamics of client relationships, is comfortable representing the organization and presenting information in formal and informal settings. Previous experience reading and interpreting contracts or formal documents is required. EMS experience and/or knowledge or understanding of medical terminology strongly preferred.

Organizational Impact:

As a Client Success Manager, you serve as a trusted ambassador for Digitech and the Sarnova family of companies, strengthening relationships with EMS clients and strategic partners. Your work directly supports revenue cycle optimization and client satisfaction, driving long-term business growth. By aligning client needs with innovative solutions, you help ensure Digitech remains a leader in EMS billing and technology services.

Essential Duties and Responsibilities:

• Serve as a brand ambassador, representing the organization in client-facing engagements and professional settings
• Build and maintain strong relationships with clients, prospects and potential business partners across all organizational levels
• Lead client demonstrations, respond to inquiries, and convert prospects into long-term clients
• Translate client requirements into optimal software configurations aligned with strategic goals
• Develop expertise in Digitech’s RCM and Analytics software capabilities
• Travel to client and prospect sites as needed to support relationship development and solution delivery
• Act as an expert point of contact for key accounts, ensuring consistent communication and satisfaction
• Drive process improvements and cross-functional initiatives to enhance client experience and operational efficiency
• Improve team efficiency and optimize previously defined processes; manage initiatives, deliver critical solutions, and improvements by working independently across teams
• Identify and define product enhancements based on client feedback, competitive analysis, and data insights
• Communicate project status clearly and concisely to leadership, providing detailed updates and strategic recommendations
• Additional job duties as assigned

Skills/Experience Required:

• Education: Bachelor’s Degree required; Master’s Degree preferred
• Minimum five years of client experience, including reading and interpreting contracts
• Proven ability to build and cultivate relationships with internal and external stakeholders
• Strong analytical skills with experience in data manipulation using pivot tables, lookups, and complex formulas
• Demonstrated ability to use data analysis and forecasting to guide business decisions
• Experience managing multiple projects and priorities in a fast-paced, deadline-driven environment
• Comfortable presenting information in both formal and informal settings
• Prior experience reading and interpreting contracts or formal documents
• EMS industry experience and/or familiarity with medical terminology strongly preferred
• Excellent communication and presentation skills
• Strategic planning and execution experience, including stakeholder engagement and negotiation
• Understanding of basic P&L management for informed business decision-making
• Proficiency with CRM and analytical tools such as Salesforce, Tableau/Power BI, and Microsoft Office Suite
• Self-starter with a track record of thriving in dynamic, innovative environments

Physical Requirements:

• Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment
• Reach with hands and arms
• Talk and hear
• See and be able to read, write, and interpret text
• Employee may use computer, phone, copier and other office equipment in the course of a day
• Occasionally lift and move objects weighing up to 10 pounds
• Employee may be required to travel for business purposes
• When working remotely, ability to secure confidential information
• When working remotely, perform all duties in a professional environment free of noise or anything that would create a negative customer experience

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Continuous is defined as 6-8 hours, frequently is defined as 3-6 hours, and occasionally is defined as up to 3 hours.

Work Schedule: Employee will be required to work a minimum of forty (40) hours of per week or as many hours as it may take to perform above job duties. Schedule may vary based on business demands and will require a combination of office hours as well as work performed after hours and/or weekends at times.

Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.

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