Note: The job is a remote job and is open to candidates in USA. Mednition is seeking a Customer Success Manager who is passionate about improving clinical, operational, and financial outcomes. The role focuses on building relationships with hospital clinical teams, managing a user community, and translating insights to executive leadership.
Responsibilities
- Serve as a trusted advisor to clinical and operational teams, building deep rapport through transparency and expertise
- Manage and nurture our user community, acting as the primary advocate for the 'Voice of the Customer' within Mednition
- Ensure stakeholder satisfaction and engagement by effectively communicating technical achievements as high-level executive value
- Leverage internal data tools to identify trends, successes, and areas for improvement, then structure these insights into clear, actionable reports for clients
- Systematically gather feedback and identify challenges experienced by healthcare clients, and translate these insights into prioritized requirements for the Product and Engineering teams
- Monitor and drive site-level success metrics to cultivate stronger, more valuable customer partnerships
- Manage the operational framework for the Customer Success department, including overseeing CRM (Salesforce), Google Sheets, and/or Looker Studio, while maintaining the accuracy and integrity of all customer data
- Contribute to the development of the 'Success Infrastructure' through the creation of case studies, performance collateral, and training materials that effectively demonstrate our clinical impact
- Serve as the liaison among the Sales, Marketing, Clinical, Product, and Engineering teams to ensure a continuous and positive customer experience
Skills
- Outcomes Driven: Strong strategic mindset and the ability to develop and execute effective Customer Success plans to achieve business objectives
- Communication: Excellent communication and interpersonal skills with the ability to build rapport and establish collaborative relationships with customers and internal stakeholders
- Analytical Thinking: Strong analytical and problem-solving abilities to identify and address customer needs effectively
- Industry Knowledge: Stay informed about industry trends, emerging technologies, and the competitive landscape to provide valuable insights and recommendations to both internal teams and customers
- Adaptability: Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities
- Business Acumen: Strong business acumen with a customer-centric mindset
- Bachelor's degree in Business, Healthcare, or a related field
- EHR expertise (Epic or Cerner) & Clinical Analytics
- Experience working with AI technologies, understanding their applications, and the ability to effectively communicate their value to customers is highly desirable
- Experience in conducting and showcasing research related to clinical, financial, and operational outcomes
- Registered Nurse with experience in an Emergency Department setting
- Ability to travel to meet customer needs and strengthen relationships
- Proficient in utilizing customer relationship management (CRM) software, data analytics platforms, and other essential tools
Company Overview