Client Success Manager- Remote USA
Company: Intelerad Medical Systems
Location: Portland
Posted on: May 15, 2022
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Job Description:
Company Description
Improving healthcare through innovative technology is at the core
of Intelerad's work. Our scalable medical imaging platform connects
clinicians to a powerful imaging ecosystem that is fast, smart, and
tapped into the data they need, no matter their location. We're
focused on delivering a best-in-class medical image management
solution that improves provider efficiency, decreases the cost of
healthcare, and improves the overall health of populations.
Intelerad offers one of healthcare's most comprehensive imaging and
analytics platforms. Headquartered in Raleigh, NC and Montreal,
Intelerad has nearly 700 employees located in offices across six
countries. The company empowers nearly 2,000 healthcare
organizations around the world with the speed, scalability, and
simplicity needed to increase business performance while, most
importantly, improving patient outcomes. Intelerad's modern
enterprise solutions have been acknowledged by a Best in KLAS
recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in
KLAS: Global Software (Non-US) report. To learn more, visit
intelerad.com and follow Intelerad on LinkedIn and Twitter.
Job Description
Job Summary:
The Client Success Manager is responsible for proactively engaging,
nurturing and bringing success to our clients while also keeping
Intelerad's best interests at heart. The Client Success Manager
ensures that our clients achieve their desired outcomes at every
stage of their journey and that they realize continued value from
our solutions and services. The Client Success Manager also ensures
that clients are continuously getting the most value they can from
our solutions and services to achieve their goals over the customer
lifecycle.
Duties/Responsibilities:
Funnel customer feedback and recommend the most efficient
improvements to Intelerad's cross-functional teams in order to
ensure end-to-end great customer experience;
Work collaboratively with our Customer Success Specialists in
delivering SOWs;
Generate engagement on our upscale services by promoting training
and driving new solution adoption in new client project needs;
Be the client's voice at Intelerad through a continuous feedback
loop process, monitor customer usage data and lead meetings with
main stakeholders using your strategic skills for account
growth;
Ensure development roadmap is aligned with the clients' desired
outcomes, improve overall client experience and bring value add
Assess and initiate project requests to address clients' needs and
build comprehensive SOW
Mobilize internal technical teams to meet clients' goals
Manage escalations for client issues, act as liaison between
Intelerad technical departments and the client, ensure resolution
and recommend process improvement
Be the point of escalation for critical client issues and recommend
process improvement
Present client progress vs goals during business reviews
Understand the client's changing needs and update the plan
accordingly
Generate engagement and drive solution adoption along the customer
journey; particularly during: go-live, on-going usage, solution
upgrades and renewals - help clients get the most from product
updates and new services as they become available
Assess training needs, recommend delivery options and additional
training development to support clients' self-sufficiency
Be the point of escalation for critical client issues and recommend
process improvement
Qualifications
Required Experience/Skills:
Bachelor's degree in Business Administration, Computer or a related
field
5+ years experience in customer facing roles
3+ years experience in the field of customer success or the
equivalent, in improving customer satisfaction, adoption and
loyalty
Proven ability to demonstrate the value of software products and
professional services
Ability to build relationships with clients at both the operational
and executive levels
Proven experience in team management and ability to demonstrate
collaborative leadership
Experience to secure and maintain professional work relationships
and interact with clients at all levels (experience with C-Suite
executives is an asset)
Exceptional communication, negotiation, and leadership skills
Ability to communicate and build rapport with internal management
and other company personnel
This position requires up to 25% of travel, mainly in North
America
This job description may not be inclusive of all assigned duties
and the scope of the job may change as necessitated by business
demands.
Additional Information
All applicants meeting minimum qualifications will be required to
complete a 30 minute online assessment as part of your
application.
Intelerad and Ambra Health Combine to Form the Global Industry
Leader in Cloud PACS and Enterprise Imaging
Intelerad Partners with Strategic Radiology to Bring Innovative
Medical Image Management Solutions to More than 1,300 Radiologists
Across the US
Meet Intelerad's Leadership Team:
https://www.intelerad.com/en/about/leadership-team/
#remoteUSA
Keywords: Intelerad Medical Systems, Portland , Client Success Manager- Remote USA, Executive , Portland, Oregon
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