Customer Success Manager, iQueue for Inpatient Flow - Remote

Overview

We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 190 health systems and over 1,200 hospitals and centers across 49 states rely on our award-winning products and expert change management services to increase patient access, decrease wait times, and reduce healthcare delivery costs.

In Short

• Lead customer implementations of our products through workflow discovery, workflow design, and change management plans for go-live.
• Help customers prioritize and design new workflows while optimizing existing workflows.
• Work with the client services team to continually evaluate and improve client implementation and outcomes processes.
• Monitor usage data and proactively reach out to customers for deeper product engagement.
• Design and execute ongoing training programs to support product feature adoption.
• Ensure support best practices are followed and engage internal resources for issue resolution.
• Build long-term relationships with key stakeholders across your customer portfolio.
• Manage account program plans to ensure an organized approach across all customer activity.
• Conduct regular business reviews to assess progress toward goals.
• Support cross functional success by surfacing customer feedback.

Requirements

• Bachelor's degree or equivalent years of related experience.
• Obsession with customer happiness, success, and retention.
• Healthcare background in operations management or patient flow.
• 3+ years of experience working on healthcare products.
• 2+ years of professional experience in a client- or customer-facing role.
• Excellent strategic and organizational agility.
• Analytical thinking, strong communication and presentation skills.
• Willingness to travel for up to 50% of the time.

Benefits

• Intellectual and emotional satisfaction of solving tough operational problems.
• Competitive compensation package including base salary, target bonus, and stock options.
• 401(k) Match.
• Comprehensive healthcare benefits.
• Generous Paid Time Off and Parental Leave.
• Monthly reimbursement for Skill Building.
• Monthly reimbursement for Wellness, Transportation, and/or Home Office.
• Education Reimbursement for select courses/programs.