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 identify and resolve client pain points, engage other departments, provide constant availability during critical situations, and encourage client participation in Intelerad's initiatives. Finally, you will prepare and present regular reports to C-Level leadership.

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