JOB DESCRIPTION

As an individual contributor in this Customer Success Manager you will serve as the corporate and customer/facility point of contact - managing service escalations, providing reporting, and driving initiatives to ensure best in class benefits delivery for the supported Integrated Delivery Network (IDN).

YOUR ROLE:

• As a Customer Success Manager, you will communicate the IDN business plan to our stakeholders, providing a link between the tasks and responsibility of field teams, and supporting initiatives to promote higher field productivity and benefits delivery with a common objective of customer satisfaction. Own and direct company strategy and outcomes, through the deployment of our IDN service strategy to win over clients.
• Manage relationships with customers while working with your sales and delivery colleagues to lead the change from an operating paradigm centered on break-fix to one focused on customer solutions. Promote compliance, and operational performance, driving accountability using metrics and analytics. Create and encourage initiatives to change when necessary to maximize productivity, effectiveness, and the successful execution of contractual obligations.
• Use cross-functional cooperation and collaboration to identify growth opportunities while managing risk (such install base, multi-vendor, Hospital Patient Monitoring, Ultrasound, and CCT leveraging), while driving productivity and managing the IDN business’s financial performance.