Customer Success Manager

We seek a highly skilled and experienced individual to lead our project management and customer success initiatives for our innovative sepsis diagnostic solution. This role will play a critical part in driving the successful implementation and adoption of our enterprise solutions, ensuring improved patient outcomes and operational efficiency across healthcare systems. This pivotal role will focus on managing customer executive relationships, aligning expectations with the implementation process, and ensuring seamless post-live customer success.

Key Responsibilities:

Customer Relationship Management

• Build and maintain strong relationships with the customer executives across all functions within the acute care hospital setting

• Align customer expectations with the implementation process to ensure mutual understanding and satisfaction

• Act as the primary point of contact for executive-level customer communication

Implementation Leadership:

• Collaborate with the sales team to identify the unique requirements of each healthcare facility, ensuring alignment between data collection efforts and customer-specific needs and objectives.

• Act as the central liaison between Sales, Medical Affairs, and the Customer to foster seamless communication and ensure alignment on project objectives and timelines.

• Own accountability for all implementation activity across the Cytovale and Customer functional teams (Laboratory, Clinical, Customer Information Systems/IT, etc.)

• Work collaboratively with internal teams to develop and implement comprehensive project plans that integrate the customer's desired schedules with Cytovale's best practice recommendations, ensuring realistic timelines that account for essential tasks and resource allocation.

• Develop tailored strategies for successful integration into hospital IT infrastructures.

• Coordinate with hospital personnel and departments, ensuring alignment across stakeholders.

Customer Success Post-Implementation:

• Partner with customers to define and implement a structured process for tracking key performance metrics, including utilization, compliance, and the solution's overall value.

• Lead post-implementation KPI review meetings in collaboration with Medical Affairs, gathering customer feedback on data insights, and identifying opportunities for refinement.

• Provide ongoing support to customers through their post-live journey, navigating executive-level escalations and communications

• Continuously refine processes to enhance customer satisfaction and outcomes.

• Provide internal updates and reports on customer success activity, success metrics, and escalations

Data Analysis and Success Metrics:

• Interpret clinical data to identify success indicators and actionable insights

• Develop robust methodologies to track and measure customer success using clinical data.

Process and Tool Development:

• Create efficient processes and tools using the Microsoft suite, improving internal workflows and customer implementation frameworks

• Develop tools that support customers during implementation and post-live phases.

Qualifications and Experience

• Minimum of 10 years of experience in Healthcare Customer Success, Healthcare Technology Implementation and Support, Clinical Program/Project Management, and/or related fields

• MUST HAVE Nursing experience (Emergency Department preferred), and experience in clinical IT implementations in the acute care setting

• Proven track record in implementing medical technology within acute care hospitals and hospital systems.

• Deep knowledge of hospital IT infrastructure, processes, and personnel structures.

• Exceptional executive presentation and relationship-building skills.

• Expertise in leadership without authority and fostering a collaborative team environment.

• Strong communicator with a team-first mentality

• Experience in interpreting clinical data and developing metrics to track success

• Proficiency in Microsoft tools to build processes and enhance efficiencies

Preferred Skills:

• Adaptability: Ability to innovate and adapt processes to meet unique customer needs.

• Strategic Implementation: Design and implement large-scale strategic initiatives, including project plan, reporting, communications, stakeholder engagement, and change management

• Structured Problem Solving and Continuous Improvement: Break down complex problems into manageable actions and lead improvement initiatives supporting scalability and growth

• Cross-functional Collaboration: Collaborate with cross-functional teams across all levels and functions (e.g., Operations, Clinical, Client Success, Product, Marketing) to drive project execution