Senior Product Implementation and Customer Success Manager

Summary

Join our Client Services Team and make a real impact on patient care by improving hospital operations. We partner with hospitals to optimize their processes, increase efficiency, and ensure patients receive timely care. You will drive operational improvements using our products, manage customer implementations, monitor operational outcomes, advocate for customer support, contribute to product roadmap development, and collaborate with marketing and sales. This role requires a healthcare background, experience with patient throughput and workforce management solutions, and strong communication and collaboration skills. While remote work is possible for candidates in specified states, office locations are available in Santa Clara, CA and Charlotte, NC. We offer a competitive compensation package, including benefits and professional development opportunities.

Requirements

• Bachelor's degree or equivalent years of related experience
• A maniacal obsession with customer happiness, success, and retention. You’re the type of person who will move mountains to solve problems and make people successful
• Healthcare background in operations management or patient flow - a must!
• 3+ years of experience with patient throughput and/or workforce management solutions
• 5+ years of experience working on healthcare products / working with hospitals
• 5+ years of professional experience in a client- or customer-facing role such as management consulting, implementation management, or customer success
• Strong communication skills, both written and verbal
• Exceptional interpersonal and collaboration skills
• Excellent strategic and organizational agility
• Willingness to travel for up to 50% of the time

Responsibilities

• Drive operational improvement for our customers through our products (Patient Throughput, Clinical Staffing, or both) during both implementation and post-implementation phases
• Manage customer implementations by taking ownership of the accounts after a sales close to make sure that the product is configured correctly by leading workflow design, training, and adoption services for new workflows
• Monitor customer operations and operational outcomes (using internal dashboards and customer calls), ensuring that the product is working well at customer sites, ensuring overall adoption of the platform, and strategizing on the next opportunity for continued ROI
• Be an advocate for ongoing support for our customers by ensuring support best practices are followed, gather details that expedite issue clarity, and engage the appropriate internal resources for issue resolution
• Help refine platform vision and strategy, continuously educating inbound product managers on your customers’ stories and pain points and contributing detailed feature ideas to the product roadmap
• 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
• Establish and maintain strong relationships with key customer contacts

Preferred Qualifications

• A graduate degree from one of the following programs: MHA, MPH, MHSA, MBA or an MS, MSN with a focus in health informatics
• Lean or Six Sigma training utilizing models like A3, DMAIC, or PDCA
• Mid-Atlantic remote (PA, NJ, NY, VA)

Benefits

• Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives!
• 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
• $95,000 - $135,000 a year