Customer Success Implementation Manager

Position Overview

As the Customer Success Implementation Manager, you will be responsible for managing pre-install customer activity across all Outset functional partners, enabling a personalized and seamless end-to-end customer experience.  Using predictable and scalable service models that empower customers, you will drive the transition of account ownership from the Capital Sales team to Clinical Sales for usage and Field Service for maintenance and leverage corporate resources to ensure accountable customer outcomes.

Essential Job Responsibilities

• Own and cross-functionally drive customer success plans from pre-install through the customer life cycle.
• Onboard, nurture, and manage customer relationships to drive customer outcomes.
• Perform project management duties such as defining schedules and resources, outlining meeting agendas, facilitating meetings, and tracking action items.
• Lead and actively participate in both internal and customer-facing meetings and discussions around the implementation process and workflows.
• Create and monitor key milestones throughout the life of the implementation while managing project plans and providing regular project updates.
• Communicate effectively with both internal and external project teams and management to understand customer needs, identify risks and solutions and drive customer adoption
• Perform solution-focused support by Identifying process improvement, opportunities, and implement best practices solutions to drive a better overall customer experience.
• Be a customer advocate by involving appropriate team members to help resolve any customer issues and escalations.
• Have a deep understanding of Outset Tablo product features and corporate programs.
• Provide input on customer success plans and customer best practice guidelines.
• Collect and provide customer feedback and suggestions to the Product Development Team.
• Manage and track customer satisfaction scores (CSAT), Customer Effort (CE), and Customer Health Score.

Requirements: 

• 3+ years’ work experience with Customer Success, new customer implementation, and or project management with a proven record in retaining and growing client accounts or relevant experience
• Travel requirements 10-15%
• High-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict, foster honest dialogue and drive decision making

Desired Qualifications: 

• BA/BS or equivalent experience
• Experience in Client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
• Self-driven, results-oriented work ethic with a positive outlook
• Strong Computer Skills with deep understanding of Microsoft suite of Office applications
• Good understanding of Customer Relationship Management (CRM) and Project management software e.g., Salesforce.com and Smartsheet/Microsoft Project experience a plus.
• A team player with ability to remain flexible in approach and operate within a fast pace, ambiguous, and ever-changing environment.