Healthcare IT Customer Success Manager

Health Care IT Customer Success Manager

needed for a PERMANENT Full-Time work remote from home position with a medical device imaging hardware / software / services company.

REQUIRED SKILLS/ATTRIBUTES:

• HCIT call center support experience 5 years
• Issues escalation management 3 years
• Read and comprehend highly technical repair information and manuals.
• PACS (Picture Archiving and Communication System) workflow
• RIS (Radiology Information System) workflow
• DICOM
• HL7
• MS Access, MS Excel
• Domestic travel less than 20% to visit sites and attend Sales / Service Conferences.

The

Health Care IT Customer Success Manager

is part of a team dedicated to exceeding the expectations of customers and realizing a vision of being a premier provider of customer service. Through listening, improving upon current practices and acting on what is important to customers, this vision becomes reality.

The

Health Care IT Customer Success Manager

role is key to developing a new Customer Care Quality Framework, focusing on cloud-based medical imaging platform (PACS/RIS) designed for hospitals and imaging centers. This individual will manage all Hot Site Escalations and Post Go Live Hyper Support Sites ensuring total customer satisfaction and foster the high level of service delivery to ensure a strong customer relationship, strong customer satisfaction and success toward achieving goals.

This role is a dual functional position with primary function as management of Key performance indicators that measures customer satisfaction and ensures customer retention and loyalty/win backs. Secondary function is escalation management to instill client confidence and enable technical resources to resolve issues, quickly.

Responsibilities include:

• Maintain a relationship with assigned customer accounts, including key stakeholders, to identify and address goals, needs and issues, educate on products, drive adoption and utilization, achieve retention goals and foster expansion opportunities.
• Coordinate with Sales team to ensure the retention and expansion of assigned customers.
• Develop a broad yet deep understanding of Healthcare IT products and services as well as assigned customers’ HCIT needs which include understanding key customers’ business models and workflow. Use this information to develop and execute a Customer Success Plan.
• Consistently and appropriately apply defined prescriptive events to facilitate and monitor customer engagement and success
• Continually capture and monitor customer business drivers to ensure the optimal solution set-up to successfully achieve customer business goals outlined in the Customer Success Plan.
• Provide proactive and consistent communication with customers to ensure progress against objectives and to keep customers notified of changes through regularly scheduled meetings.
• Attend regularly scheduled leadership meetings to keep leadership apprised of progress against goals and resolution of issues
• Plan and conduct Strategic Business Reviews with your customers
• Coordinate with other teams/departments as needed to ensure that escalated issues are resolved in a timely manner, meeting any SLA requirements, and managing expectations with the customer.
• Leverage Professional Services and Engineering teams as appropriate to ensure the needs of the customer are met.
• Serve as the SME for your assigned customers. Monitor license agreements and/or SLA’s for compliance.
• Routinely meet with team members for review and strategic business planning for each escalated/elevated customer.
• Drive new business growth through greater advocacy and reference-ability as well as cross BU new bookings initiatives from the current customer base.

If you can start a new career opportunity working remote from home in the USA with 2 weeks’ notice, please rush your resume to be confidentially considered.