Customer Success Manager

As a Customer Service Manager, you will be responsible for building strong customer relationships, centered on workflow analysis, consultation, implementation, training, support and the overall customer experience. You will install and configure our software, guiding customers through the install and training process, and providing long-term support. You are the customer’s primary liaison to HealthMyne and are accountable for identifying and addressing all issues impacting customer use of the product.

 

Core Duties and Responsibilities

  • Lead installs of our software; provide coordination, project management, consultative direction, and system guidance during implementation and beyond
  • Perform and document workflow analysis to outline and recommend how best to configure and use our software for the customer’s needs
  • Train administrative and clinical users of the product
  • Part of the team to provide coverage for customer phone, email, and portal contacts
  • Follow-up on issues from the customer (received in-person or via phone, email or customer portal) and work to investigate, document, and resolve
  • Advocate for, and help to explain customer priorities and needs to Product Management and Development
  • Work hand-in-hand with Sales to transition customers from the purchasing process to the implementation process
  • Communicate new opportunities for product extensions within customer organizations to the Sales team
  • Go above and beyond to resolve customer requests and issues
  • Manage customer sites to become active, engaged, enthusiastic users of our product that are willing to become reference sites and clinicians – working closely with product management, sales, and marketing functions
  • Manage and own competing requests across multiple customer engagements
  • Follow Customer Service processes using a variety of tools, document interactions with the customer, and participate in review and creation of materials used during the implementation, training, and support processes
  • Collaborate with the rest of the service team and larger organization to improve processes

 

Qualifications

  • Minimum 3-5 years of positive outcomes in a customer-facing project management or service role in a healthcare environment
  • BA or BS degree
  • Minimum 2 years of experience with software training in a healthcare environment with clinicians
  • Experience installing clinical software (radiology preferred); comfortable working with clinicians, executives and IT teams
  • Experience with customer service management and tracking tools such as JIRA Service Desk
  • A “get it done” attitude and an entrepreneurial spirit: our team is hardworking, well organized, self-motivated and confident
  • Able to adapt and thrive in a fast-paced environment
  • Customer advocate; world-class customer liaison
  • Experience working with sales teams, product development organizations and their processes
  • Excellent presentation skills; comfort in talking with groups
  • Exceptional verbal and written communication skills
  • Experience with HL7, FHIR, DICOM, etc a plus

 

Physical Demands and Travel

  • Office, desk, and computer based work
  • 60% Travel – variable

 

Benefits

  • 100% Paid Health Plan (medical); 401K (currently no company match); Long-Term Disability
  • Stock Options in an early stage, high growth company
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