Client Success Manager

Hospital IQ


3 weeks ago

07/24/2019 10:21:23

Job type: Full-time

Hiring from: US only

Category: Customer Support


We are seeking a CSM to implement our solutions and manage ongoing customer engagement with health systems around the world. This role combines customer service, analytical and technical skills to deliver continued value to our customers. The role requires individuals who can identify customer needs and see around corners to anticipate what their customers will need next. In addition, the CSM will interact with all aspects of the company including sales, product management, data science, engineering and marketing.

Responsibilities:

  • Consult with hospital clients to identify their most pressing operational needs and tailor Hospital IQ solutions to drive both immediate and long-term value

  • Plan and execute the deployment of the Hospital IQ solution through data collection, system setup, training, and rollout to maximize use of the solution

  • Understand, analyze and refine hospital policies and procedures to support the deployment of specific Hospital IQ features

  • Ensure timely delivery of software solutions by collaborating with internal and external teams to meet customer project milestones

  • Maintain a strong relationship with customers after an initial deployment through onsite visits, recurring business reviews and other general Q&A to further support their use of the solution

  • Engage in executive level discussions to communicate progress on key operational objectives

  • Identify new product needs as they arise and collaborate with product management and engineering to drive deployment of enhancements

  • Assist sales team with pre-sales activity, such as software demonstrations, as necessary

Minimum Qualifications:

  • 4+ years in a consulting role

  • Strong analytical background with experience in Excel and PowerPoint

  • Experience presenting to executive level audience

  • Excellent organizational, time management and communication skills

  • Ability to self-manage and self-motivate within a remote work environment

Preferred Qualifications:

  • Programming experience with languages such as Python and SQL

  • Industry expertise in healthcare / hospitals

  • Experience deploying complex IT solutions or managing the implementation of large projects

Work Environment:

  • Office environment and remote options available

  • This role requires moderate travel (20%)

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