Intelerad Medical Systems is hiring a
Client Success Manager

Summary

The Client Success Manager at Intelerad is responsible for proactively engaging clients, ensuring their success, and achieving desired outcomes. They gather customer feedback, promote training, manage escalations, assess project requests, and drive client retention. The role requires 5+ years' experience in customer-facing roles, 3+ years' experience in the field of customer success or the equivalent, experience working in a healthcare setting, proven ability to demonstrate the value of software products, exceptional communication skills, and the ability to communicate with internal management and other company personnel. The position requires up to 25% UK travel and occasional office attendance in Basingstoke.

Requirements

• 5+ years’ experience in customer facing roles
• 3+ years’ experience in the field of customer success or the equivalent, in improving customer satisfaction, adoption and loyalty
• Experience of working in a healthcare setting, ideally within the NHS
• Proven ability to demonstrate the value of software products and professional services
• Ability to build relationships with clients at both the operational and executive levels
• Proven experience in team management and ability to demonstrate collaborative leadership
• Experience of building and maintaining professional work relationships and interact with clients at all levels
• Exceptional communication, negotiation, and leadership skills
• Ability to communicate and build rapport with internal management and other company personnel

Responsibilities

• Gather customer feedback and recommend improvements
• Generate engagement on upscale services by promoting training and driving new solution adoption
• Be the client’s voice at Intelerad through a continuous feedback loop process, monitor customer usage data and lead meetings with main stakeholders using strategic skills for account growth
• Ensure development roadmap is aligned with clients’ desired outcomes, improve overall client experience and bring value add
• Assess and initiate project requests to address clients’ needs and build comprehensive Statements of Works (SOW)
• Manage escalations for client issues, act as liaison between Intelerad technical departments and the client, ensure resolution and recommend process improvement
• Be the point of escalation for critical client issues and recommend process improvement
• Present client progress vs goals during business reviews
• Understand the client’s changing needs and update the plan accordingly
• Drive client retention across your allocated client base
• Generate engagement and drive solution adoption along the customer journey; particularly during go-live, on-going usage, solution upgrades and renewals - help clients get the most from product updates and new services as they become available
• Assess training needs, recommend delivery options and additional training development to support clients’ self-sufficiency

Preferred Qualifications

This position requires up to 25% of UK travel

Benefits

Intelerad is committed to the principles of equal employment. They comply with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations