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LeanTaaS · 3 months ago

Customer Success Manager, iQueue for Inpatient Flow

United States

Full-time

Remote

Mid Level

$90K/yr - $125K/yr

3+ years exp

LeanTaaS is a growth stage company that creates software solutions to transform hospital and infusion center operations. The Customer Success Manager will lead customer implementations, optimize workflows, and build long-term relationships with clients to enhance healthcare delivery and ensure successful platform utilization.

Health CareInformation TechnologyMachine LearningPredictive AnalyticsSoftware

No H1B

Responsibilities

Lead customer implementations of our products through workflow discovery, workflow design, and change management plans for go-live

Help customers prioritize and design new workflows while optimizing existing workflows

Work with the client services team to continually evaluate and improve client implementation and outcomes processes, including documentation and collateral used

Monitor usage data (within the product) and proactively reach out to your customers to encourage deeper product engagement, validate that the product is working well, and operational outcomes are being recognized

Design and execute ongoing training programs to support product feature adoption and evolving customer workflows

Ensure support best practices are followed, gather details that expedite issue clarity, and engage the appropriate internal resources for issue resolution

Build long-term relationships with key stakeholders across your customer portfolio by defining success metrics, track progress, and ensure ROI

Manage account program plans to ensure an organized approach across all customer activity while driving prioritized efforts and removing barriers to stay on schedule

Conduct regular business reviews to assess progress toward goals, gather feedback, and identify opportunities for expanding platform value

Support cross functional success by surfacing customer feedback to influence roadmap decisions, produce case studies with marketing, and promote user community sessions

Qualification

Healthcare operations managementCustomer success managementImplementation managementAnalytical thinkingStrategic agilityLean trainingSix Sigma trainingCommunicationPresentation skills

Required

Bachelor's degree or equivalent years of related experience

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

Healthcare background in operations management or patient flow

3+ years of experience working on healthcare products / working with hospitals

2+ years of professional experience in a client- or customer-facing role such as management consulting, implementation management, or customer success

Excellent strategic and organizational agility

Analytical thinking, strong communication and presentation skills

Willingness to travel for up to 50% of the time