Client Success Manager

Company Description

Become part of our growing community of bright, motivated people who are dedicated and inspired by what they do best. Principled, honest, and supremely attentive are qualities that set us apart and guide our decisions, every day. Our creative approach to technology continuously breaks new ground so that our customers can do more. Solving problems and revolutionizing healthcare is the reason Intelerad was founded. For over 20 years, Intelerad has grown into a leader of the medical imaging software industry. We take pride in being a world-class healthcare solutions company with over 400 employees and over 1000 customer sites. Today, our distributed solutions play a vital role in the delivery of healthcare across 11 time zones, 3 continents, and counting. 

We provide a workplace that encourages teamwork, promotes well-being, autonomy, and creativity. We are Intelerad. Join us if you care to make a difference in healthcare.

Job Description

The Client Success Manager is responsible for proactively engaging, nurturing and bringing success to our clients while also keeping Intelerad’s best interests at heart. The Client Success Manager ensures that our clients achieve their desired outcomes at every stage of their journey and that they realize continued value from our solutions and services. The Client Success Manager also ensures that clients are continuously getting the most value they can from our solutions and services to achieve their goals over the customer lifecycle. 

• Funnel customer feedback and recommend the most efficient improvements to Intelerad’s cross-functional teams in order to ensure end-to-end great customer experience; 

• Work collaboratively in Intelerad to deliver SOWs that will gain more wallet share and increase stickiness within the assigned client book of business; 

• Generate engagement on our upscale services by promoting training and driving new solution adoption in new client project needs; 

• Be the client’s voice at Intelerad through a continuous feedback loop process, monitor customer usage data and lead meetings with main stakeholders using your strategic skills for account growth; 

• Ensure development roadmap is aligned with the clients’ desired outcomes, improve overall client experience and bring value add 

• Assess and initiate project requests to address clients’ needs and build comprehensive SOWs 

• Act as a client quarterback engaging the right resources to mobilize internal technical teams to meet clients’ goals 

• Manage escalations for client issues, act as liaison between Intelerad technical departments and the client, ensure resolution and recommend process improvement 

• Be the point of escalation for critical client issues and recommend process improvement

• Present client progress vs goals during business reviews 

• Understand the client’s business needs and create and update the client’s success / account plan accordingly 

• Generate engagement and drive solution adoption along the customer journey; particularly during: go-live, on-going usage, solution upgrades and renewals - help clients get the most from product updates and new services as they become available 

• Assess training needs, recommend delivery options and additional training development to support clients’ self-sufficiency 

• Be the point of escalation for critical client issues and recommend process improvement 

• Mitigate risk to eliminate churn within the assigned book of business 

• Other duties as needed

Qualifications

• Bachelor’s degree in Business Administration, Computer or a related field or equivalent

• 5+ years experience in customer facing roles 

• 3+ years experience in the field of customer success or the equivalent, in improving customer satisfaction, adoption and loyalty 

• Proven ability to demonstrate the value of software products and professional services 

• Ability to build relationships with clients at both the operational and executive levels 

• Proven experience in team management and ability to demonstrate collaborative leadership 

• Experience to secure and maintain professional work relationships and interact with clients at all levels (experience with C-Suite executives is an asset) 

• Exceptional communication, negotiation, and leadership skills

• Ability to communicate and build rapport with internal management and other company personnel 

• This position requires up to 10% of travel, mainly in North America 

This job description may not be inclusive of all assigned duties and the scope of the job may change as necessitated by business demands. 

Additional Information

All your information will be kept confidential according to EEO guidelines.

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

#LI-REMOTE

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. 

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment