Critical Care Manager

Summary

Join Intelerad as a Critical Care Manager and manage clients in critical states. You will own all aspects of client relationships, identify needs and challenges, develop solutions, and drive them to completion. The goal is to return clients to a non-critical state through effective issue management and interdepartmental collaboration. You will deliver exceptional service, understand Intelerad's products and clients' needs, and establish regular meetings for project resolution. You will also work with solution specialists, prepare reports for C-Level leadership, and ensure successful client transitions. This role requires strong communication, problem-solving, and collaboration skills.

Requirements

• 3+ years of experience in a client-facing role, preferably in Client Success, Account Management, or IT/Software Account Servicing
• Ability to project manage critical situations to successful resolution
• Ability to engage, present, and communicate effectively at the VP/C-level

Responsibilities

• Deliver exceptional service to assigned clients, ensuring strong relationships and goal achievement
• Gain a deep understanding of Intelerad’s products, services, and clients' HIT needs, including their business models and workflows
• Establish regular meetings for project resolution with each assigned account
• Identify and understand clients' pain points, issues, and challenges, and work with other departments to resolve them
• Manage the client's list of issues and collaborate with internal teams to develop solutions
• Engage other departments and resources as needed to drive client solutions
• Provide constant availability during critical situations and outages
• Encourage client participation in Intelerad’s initiatives (Webinars, Roadshows, Product Feedback, etc.)
• Work with solution specialists to determine appropriate services and products for deployments and maintenance
• Successfully transition clients back to non-critical status and hand off to the appropriate support team or Client Success Manager
• Prepare and present regular, detailed reports on the status of all critical clients to C-Level leadership

Preferred Qualifications

• Bachelor's degree
• Healthcare experience - radiology, cardiology, medical imaging, PACS / RIS, Healthcare IT, SaaS
• NetSuite
• Cooperate with matrixed team members to meet goals or complete tasks
• Comfortable working in ambiguous and/or stressful situations
• Self-motivated with a strong attention to detail
• Flexible, able to change priorities quickly, and handle multiple tasks
• Effective collaborator with proven process improvement skills
• Exceptional organization and time management skills
• Excellent communication and interpersonal skills
• Ability to consistently learn new technologies and apply them to clients' needs
• Ability to work as part of a geographically-dispersed team
• Ability to work independently and as part of a team
• Stay up-to-date on technology trends, developments, and best practices
• Communicate effectively with both technical and non-technical audiences