200+ applicants

Company

VieCure · 1 day ago

Customer Success Manager – Client Services

United States

Full-time

Remote

Mid Level

$90K/yr - $120K/yr

3+ years exp

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Comp. & Benefits

Hiring Manager

Frankie Webster

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Responsibilities

Serve as the primary point of contact for assigned clients, ensuring their needs are met and expectations are exceeded.

Monitor client health metrics and proactively identify opportunities for increased engagement and product usage.

Conduct regular check-ins and reviews with clients to assess their satisfaction and gather feedback for continuous improvement.

Collaborate with the product and support teams to address client issues and advocate for enhancements based on client needs.

Develop and maintain strong relationships with key stakeholders within client organizations to ensure ongoing alignment and success.

Create and deliver reports and presentations on product usage, outcomes, and success stories to clients and internal teams.

Identify upsell and cross-sell opportunities within the client base to drive revenue growth.

Stay informed about industry trends and best practices to provide clients with relevant insights and recommendations.

Qualification

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Customer Success ManagementEMR ImplementationProject ManagementHealthcare TechnologyOncology KnowledgeCRM Software ProficiencyCloud-based Software ImplementationTechnical TroubleshootingMS Office 365Data Conversion UnderstandingProduct Management UnderstandingProject Management Applications

Required

Bachelor’s degree in a related field; advanced degree preferred.

3+ years of experience in customer success, account management, or related roles, preferably in the healthcare or software industry.

Strong understanding of medical oncology and healthcare technology is a plus.

Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.

Proven problem-solving skills and a proactive approach to client management.

Ability to work independently and as part of a collaborative team in a fast-paced environment.

Proficiency in CRM software and tools for tracking customer success metrics.

Preferred

5+ years of related healthcare experience desirable

Clinical background advantageous but not required, i.e., nurse, lab tech, radiation therapist, medical assistant, etc.

Knowledge of project management concepts and methodology. Able to participate in project planning sessions.

Oncology Language / Terminology understanding including knowledge of clinical workflows in Radiation or Medical Oncology advantageous.

Experience in cloud-based software implementation, which may include end user training, and supporting implemented software systems.

Experience working with providers and other clinical and operational personnel within Oncology is a plus.

Significant experience of EMR implementations and/or management in a lead role in a system implementation / Software as a service (SaaS) environment

Ability to assess current state workflows. Plan and document future state workflows based on best practices.

Ability to work well in a team environment, accepting and offering constructive feedback, supporting team goals, and encouraging other team members.

Ability to multi-task, complete assigned tasks independently with little to no guidance with close attention to detail.

Ability to analyse and troubleshoot problems and offer solutions.

Generally, Tech savvy

Previous experience with EMR platforms or technology implementations in a clinical setting: (MOSAIQ, Aria, OncoEMR Centricity/ULS, LabCorp, Nucleus, as an example of EMR platforms).

Familiarity and appropriate competent use of project management applications (ClickUp, MS Project, SmartSheet, etc.)

An understanding of Product Management and Development

An understanding of Data Conversion and Interface Building highly desirable

Proficiency in MS Office 365