JOB DESCRIPTION

The Customer Success Manager drives innovative strategies and customer success plans which deepen customer understanding, responds to changing customer expectations, develops new opportunities and delivers world class customer experiences.
Become a trusted advisor and partner of choice and transform healthcare delivery by tackling the most challenging clinical and business issues across the continuum of care.

TRAVEL REQUIREMENTS:

As the Customer Success Manager, you will be required to travel, including overnight travel, to the customer site(s) or identified locations for meetings required.

YOUR ROLE:

• Manage and cultivate relationships, drive success planning, drive customer adoption, generate business outcomes, and elevate customer advocacy.
• Quantify outcomes and impact (analyze progress/outcomes), develop program documentation (plan, budget, risk management, status updates, client reporting), report and monitor all program performance, as well as identifying, managing, and escalating all program risks.
• Be central point of contact and customer advocate for the customer, (gain agreements on and achieving program goals and objectives, outlining program deliverables, detailing program and expected outcomes and benefits)
  • Manage multiple small multi-site programs, creating synergy between the project in the program(s) and monitor future work to proactively adjust program management plans and resource focus. Identify trends and potential scheduling challenges, manage cross-project dependencies within and across the enterprise and leverage metrics and monitoring to proactively identify at-risk projects/programs and strategically escalate well-defined risks/issues/impediments to appropriate decision-makers. Provide onsite management and oversight for the planning and execution of all in scope, interrelated projects that make up the overall customer program
  • 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.