Intelerad Medical Systems is hiring a
Client Success Manager

Summary

Join Intelerad as a Client Success Manager and proactively engage, nurture, and bring success to our clients while keeping our best interests at heart. Ensure clients achieve their desired outcomes and realise continued value from our solutions and services. This role requires 5+ years' experience in customer facing roles, 3+ years' experience in the field of customer success or equivalent, experience working in a healthcare setting, proven ability to demonstrate the value of software products, exceptional communication skills, and ability to communicate with internal management and other company personnel.

Responsibilities

• Gather customer feedback and recommend the most efficient improvements to Intelerad’s cross-functional teams to ensure a great customer experience
• Generate engagement on our 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 your strategic skills for account growth
• Ensure development roadmap is aligned with the 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