Hospital Clinician Onboarding and Success Manager

• Alongside the onboarding coordinator you will follow the pre-defined Onboarding process; meeting SLAs and ensuring the Customer's expectations are managed at the start of the Onboarding process and that the right information is used to appropriately configure the product to meet the customers' needs. 
• Keep the client motivated, engaged, and on task to complete their implementation. 
• Assure that our customers feel heard, taken care of, and that the products and services you deliver take them to a place of success they couldn't get to without us. 
• Develop new processes and recommend improvements to all procedures to ensure an optimal level of customer satisfaction at all times. 
• Collaborate with the onboarding coordinator to identify and address implementation risks to help remove project roadblocks and engage appropriate internal escalation resources. 
• Meet or exceed productivity metrics while enhancing the customer experience. 
• Resolve immediate escalations to ensure customer satisfaction.
• Assist with data conversions. 

To help implemented customers, you can expect to: 

• Engage with a small portfolio of customers who have gone through implementation and need assistance adopting the product and moving through the Customer Success cycle of Value Realization, Growth and Advocacy. 
• Be the customers' main point of contact for strategic alignment and relationship management.
• Lead quarterly business reviews with customers.
• Assist with product questions or requests

Your Qualifications

To be successful in this role you should have: 

• Nursing Experience: 3-5 years as a trauma program manager or director in an ACS verified Level I or II trauma center. 
• Experience leading at least one ACS verification survey. 
• Trauma registry data entry and report writing skills. 
• Critical thinking skills to lead customers through the change management process as they transition from their current registry product to the ESO SaaS registry. 
• Be passionate about technology and how it can influence the lives of both our customers and their communities. 
• Display solid experience of managing tasks and deliverables, ideally multiple concurrently. 
• Able to explain technical concepts to non-technical audiences and to translate requirements into technical deliverables.
• Strong organizational and time management skills.
• Flexible; be able to adapt to as fast-paced, changing environment. 
• Attention to detail and accuracy, in thinking and execution. 
• Ability to meet deadlines
• Experience leading a team is considered an asset. 

About ESO

ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data.  We pioneer innovative, user-friendly software to meet the changing needs of today's EMS agencies, fire departments, and hospitals.  We're small enough to be nimble and fun, but big enough to be a great place to work.

Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day.  If you don't match all the qualifications on the job description, we encourage you to apply anyway!  We are looking for passionate, innovative, and authentic people to help drive our mission.