Healthcare Customer Success Manager

Summary

Join Q-Centrix as a Partner Success Advisor (PSA) and work closely with hospital and health system partners to showcase the company's value proposition and manage accounts. As a key driver of partner value, you will support partners with best practices, analytics, and resources to maximize their relationship with Q-Centrix. By delivering exceptional value in every interaction, you will build strong customer relationships and collaborate with the business development team to drive revenue growth. The ideal candidate balances account management with commercial interactions, possesses strong consultative expertise, and excels in interpersonal skills and strategic thinking. This role requires managing multiple projects and partners simultaneously, building strong relationships with hospital quality executives, and ensuring partner satisfaction. The PSA will also contribute to driving orders growth, prospecting extensions and expansions, and collaborating with business development to convert leads into opportunities.

Requirements

• Bachelor’s degree and/or technical degree in business or related field
• Ability to simultaneously manage multiple projects and partners
• Exhibit our core behaviors and beliefs of learning, innovating, collaborating, improving, and accountability while demonstrating empathy and humility daily
• Ability to quickly establish consultative capabilities with partners through trust and leadership
• Demonstrated ability to work directly with clients and convey expertise and confidence
• Exceptional verbal and written communication skills, as well as interpersonal and relationship-building capabilities
• Demonstrated ability to work in a collaborative and matrixed team environment
• Ability to work independently and manage multiple tasks and projects; a self-motivated and results-driven professional

Responsibilities

• Deliver outstanding partner experience for core solutions delivery
• Build and nurture strong relationships with hospital quality executives and act as the main point of contact and liaison for all client-side stakeholders
• Manage and communicate partner expectations and client scopes of work from implementation through the entire customer journey (for core solutions, e.g., abstraction)
• Increase partner engagement with our core technology while creating and tracking internal dashboards to assess real-time metrics related to facility performance
• Deliver surplus value to partners
• Consult and assess partners' broader challenges regarding clinical quality management
• Share partner transformation resources as appropriate—e.g. best practice studies, regulatory updates, templated data reports, access to relevant webinars, networking with other quality leaders, etc.—and provide guidance on how best to implement learnings at their respective organizations
• Keep an active eye on the market regarding potential new challenges or best practices. Share with partner transformation team as well as partners
• Help drive Orders growth within assigned partners
• Prospect extensions and expansions. Partner with business development to convert leads into opportunities
• In partnership with business development, communicate value delivered from existing partners/relationships to new prospects
• Grow partner revenue through upsell renewals
• Demonstrate customer advocacy
• Keep an active pulse on customer satisfaction to our core solutions/offerings, identifying opportunities for continued improvement which can be shared with the Company’s operational team (recruiting, staffing, implementation, and delivery)

Preferred Qualifications

At least five years of experience in clinical quality

Benefits

• Remote/hybrid flexibility (depending on location) and a generous time off program with additional paid time for volunteering
• Robust benefits package including medical, vision, dental, health savings accounts, company paid short- and long-term disability, employee assistance program, paid parental leave, life insurance, accident insurance, and other voluntary benefit programs for employees and their eligible dependents
• 401(k) retirement plan with a company match
• Opportunities for professional development