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LeanTaaS · 5 months ago

Product Implementation & Customer Success Manager, iQueue for Infusion Centers

United States

Full-time

Hybrid

Entry, Mid Level

$90K/yr - $125K/yr

2+ years exp

LeanTaaS is a growth stage company that creates software solutions to transform hospital and infusion center operations. The Product Implementation & Customer Success Manager role focuses on driving operational improvement for customers, ensuring they realize value from the products, and managing customer implementations and expansions.

Health CareInformation TechnologyMachine LearningPredictive AnalyticsSoftware

No H1B

Responsibilities

Focus on driving operational improvement at our customers (requires up to 20% travel) through our products - you will understand the unique operational needs of each of your customers, evangelize the products, build/run analytics on customer operations and performance, and work with fellow product implementation and customer success team members, marketing and sales to ensure that our products are making our customers successful

Communicate technical requirements and ensure that customer IT and process teams clearly understand the data and setup needs for our product, iQueue for Infusion Centers, (as well as the transfer mechanisms) and coordinate required security and other audits

Independently manage customer implementations/expansions. Leverage project management and coordination to align internal and external stakeholders on timelines and expectations

Facilitate analytically intense processes involving gathering data from sometimes disparate systems, exploring these data sets for abnormalities and preprocessing this data for deeper use and analysis

In concert with the data onboarding team, work with customers to integrate their Electronic Healthcare Records (EHR) data into our software

Utilize business intelligence tools to correctly map the customer EHR fields utilized by our software for scheduling optimization

Assign and monitor key metrics during implementations

Perform quality control in after action reviews and work to continuously improve our internal project management plans for future projects

Establish and maintain strong relationships with key customer contacts

Conduct training and data troubleshooting support

Monitor customer operations and operational outcomes by using internal tools and customer calls, verify that the product is working well on customer sites, and proactively solve problems

Help refine vision and strategy, educating inbound product managers and other functional groups 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

Qualification

Data analysisCustomer successProject managementHealthcare experienceData visualization toolsChange managementClinical credentialsCommunicationOrganizational skills

Required

Bachelor's degree in mathematics/statistics, engineering/physics, data science, related clinical field such as nursing, or equivalent years of related experience

At least 2 years professional experience in a client- or customer-facing role such as management consulting, project management, customer success, engineering, EHR, healthcare; we do consider candidates with limited experience if we see some extraordinary accomplishment(s)

Excellent communication and organizational skills (how you write your resume and approach us is a good litmus test)

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

Experience in project management and facilitating change management

Experience with data analysis & visualization tools (e.g Tableau, Power BI)

Ability to consistently work Central or East Coast hours, with flexibility to support customers across all U.S. time zones

Ability to travel up to 20% of the time