Remote Product Implementation and Customer Success Manager

Summary

Join our Operational Excellence Team and make a real impact on patient care by improving hospital operations. We partner with hospitals to boost efficiency and ensure patients receive timely care. You will drive operational improvements using our products, build strong customer relationships, and contribute to product development. This role requires a healthcare background in operations management or patient flow, experience with Patient Throughput or Clinical Staffing, and excellent communication skills. The position offers competitive compensation, benefits, and opportunities for professional development. While primarily remote, the role requires up to 50% travel. Location is limited to specific states.

Requirements

• Healthcare background in operations management or patient flow
• Experience in Patient Throughput, Clinical Staffing, or both
• A Bachelor's degree or equivalent years of related experience
• 3+ years of professional work experience
• Experience working on healthcare products / working with hospitals
• Excellent communication and organizational skills
• A maniacal obsession with customer happiness, success, and retention
• Lean or Six Sigma training utilizing models like A3, DMAIC, or PDCA
• Willing and able to travel to our customers' sites

Responsibilities

• Drive operational improvement at our customers through our products (Patient Throughput, Clinical Staffing, or both)
• Understand the unique operational needs of each of your customers, evangelize the products, build/run analytics on customer operations and performance, and work with product managers, engineering, marketing and sales to ensure that our products are making our customers successful
• Communicate technical requirements and ensure that customer IT and process teams clearly understand the data and setup needs for iQueue (as well as the transfer mechanisms) and coordinate required security and other audits
• Independently manage customer implementations, take ownership of the accounts after a sales close and make sure that the product is configured correctly
• Establish and maintain strong relationships with key customer contacts
• Monitor customer operations and operational outcomes (using internal dashboards and customer calls), ensure that the product is working well at customer sites, and proactively solve problems
• Help refine vision and strategy, continuously educating inbound product managers on your customers’ stories and pain points and contributing detailed feature ideas to the product roadmap
• Educate many functional groups about customer successes and pain points
• Work with marketing on producing case studies, customer videos, etc. and help sales close deals as needed in the capacity of a subject matter expert
• Travel for up to 50% of the time

Preferred Qualifications

• A graduate degree from one of the following programs: MHA, MPH, MHSA, MBA. Or, an MS or MSN with a focus in health informatics
• 1+ years of professional experience in a client- or customer-facing role such as management consulting, enterprise product management, marketing or sales
• Experience and passion with process improvement

Benefits

• Competitive compensation package that includes base salary, target bonus, and stock options
• 401(k) Match
• Comprehensive healthcare benefits
• Generous Paid Time Off and Parental Leave
• Monthly reimbursement for Skill Building
• Monthly reimbursement for Wellness, Transportation, and/or Home Office
• Education Reimbursement for select courses/programs