Customer Success Manager, iQueue for Inpatient Flow

LeanTaaS is a growth stage company that creates software solutions for healthcare operations. The Customer Success Manager will serve as the main point of contact for customers, ensuring they successfully utilize the platform to achieve their business goals and improve core metrics.

Responsibilities:

• Lead customer implementations of our products through workflow discovery, workflow design, and change management, introducing supplemental workflows that extend existing implementations to deliver incremental impact and value at go-live
• Help customers prioritize and design new workflows while optimizing existing workflows
• Work with the Customer Success 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 with executive leadership 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

Requirements:

• 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 and ability to work PST/MST hours to support customers in those time zones
• Willingness to travel 25-50% of the time
• Graduate degree from one of the following programs: MHA, MPH, MHSA, MBA, MS, or MSN with a focus in health informatics
• Lean or Six Sigma training utilizing models like A3, DMAIC, or PDCA