leantaas - Customer Success Manager, iQueue for Inpatient Flow
Requirements
• Bachelor's degree or equivalent years of related experience • A maniacal obsession with customer happiness, success, and retention. You’re the type of person who will move mountains to solve problems and make people successful • Healthcare background in operations management or patient flow • 3+ years of experience working on healthcare products / working with hospitals • 2+ years of professional experience in a client - or customer-facing role such as management consulting, implementation management, or customer success • Excellent strategic and organizational agility • Analytical thinking, strong communication and presentation skills • Willingness to travel 25-50% of the time • Graduate degree from one of the following programs: MHA, MPH, MHSA, MBA, MS, or MSN with a focus in health informatics • Lean or Six Sigma training utilizing models like A3, DMAIC, or PDCA • ## WHAT YOU'LL GET • Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives! • Competitive compensation package that includes base salary, target bonus, and stock options
Responsibilities
• Lead customer implementations of our products through workflow discovery, workflow design, and change management, introducing supplemental workflows that extend existing implementations to deliver incremental impact and value at go-live • Help customers prioritize and design new workflows while optimizing existing workflows • Work with the Customer Success team to continually evaluate and improve client implementation and outcomes processes, including documentation and collateral used • Monitor usage data (within the product) and proactively reach out to your customers to encourage deeper product engagement, validate that the product is working well, and operational outcomes are being recognized • Design and execute ongoing training programs to support product feature adoption and evolving customer workflows • Ensure support best practices are followed, gather details that expedite issue clarity, and engage the appropriate internal resources for issue resolution • Build long-term relationships with key stakeholders across your customer portfolio by defining success metrics, track progress, and ensure ROI • Manage account program plans to ensure an organized approach across all customer activity while driving prioritized efforts and removing barriers to stay on schedule • Conduct regular business reviews with executive leadership to assess progress toward goals, gather feedback, and identify opportunities for expanding platform value • Support cross functional success by surfacing customer feedback to influence roadmap decisions, produce case studies with marketing, and promote user community sessions
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 • Candidates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
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