Job description

Requisition Title: Customer Success Manager

Requisition Start Date: 12/13/2022

Tentative start date – (ASAP)

Tentative end date – 1 year from start ( With Possible extension to 18 months)

Work shift (days/times) – M-F 8a-5p

Work Location – Remote – (Resumes preferred from Midwest/East coast.) - INCLUDE CITY IN STATE IN RESUME

Required skill set – see job description. Software and technical skills geared toward client relationship management (healthcare exp, Power-point, customer facing exp) - This is a Must

Travel Required (% of travel) – 25% travel to client sites

Is this a temp to perm position – No

A brief overview of your facility and what you produce - Digital Software tools to manage telemetry patient outcomes and clinical alarm/communication methods within our client hospitals

Role Summary/Purpose:The Sr. Consultant - Customer Success – CMU Outcomes will be an integral part of the CMU Software Outcomes Delivery Team and will lead all aspects of the customer life cycle postproduction. This individual will work with every level of GE and the client organization to enable and promote success and positive outcomes post implementation. This includes Customer Support, Digital Analytics, Managing Renewals, Software Upsell Opportunities, and the overall Outcome for the Customer. This individual will work deeply with internal stakeholders, vendor partners and clients to ensure results are delivered.

Essential Responsibilities:Essential Responsibilities • Act as a trusted advisor, thought leader, and subject matter expert to customers about the full suite of our customer's products and services.

• Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues

• Partner with the GE Software Support Team to design and build best in class processes keeping within customer agreed SLAs for break/fix items

• Review customer analytics and proactively identify areas of opportunity with process or software solutions

• Design quarterly customer report out process detailing open issues, resolved issues, current metrics

• Collaborate with our vendor partners as a voice of the customer for overall improvements to software functionality, reporting, and other processes

• Develop and implement executive level governance structure as a mechanism for program design changes and report out structure

• Drive the post go live strategy enabling product adoption and continued appropriate use

• Further the ROI and VOI models and present to key executives as appropriate

• Promote and engage in timely communication around performance to team members and engagement leaders

• Ability to lead highly matrixed teams comprised of internal and external stakeholders

• Partner with the USCAN, Academic Accounts, GE Healthcare Partners and LCS teams to deliver world class solution

Qualifications/Requirements:• Bachelor’s degree

• 5+ years of Customer Success/Client Services Leadership

• 3+ years of Project Management experience

• 3+ years of Product Management experience

• Proven experience building strong customer relationships and efficiently communicating internal and external voices

• Ability to design customer facing PowerPoint presentation collateral

• Ability to work effectively across functions to deliver results and execute multiple commitments within the Global Environment

• Ability to create a goal and lead a horizontal team to deliver on the objective

• Multitasking abilities to drive critical issues simultaneously

• Resourcefulness, commitment, interpersonal, communication and negotiation skills

• Ability to work when Clinicians are practicing (beyond normal business hours)

• Ability to travel greater than 30% of the time

• Ability to participate in creating innovative solutions and process improvement to support growth and scalability

Desired Characteristics: • Advanced degree: MBA, MS, MHA, MPA, or other is desired

• Client/Customer Service Leadership Position

• 7+ years of Management/Consulting experience within the Healthcare Industry

• Executive-level communication skills: written, interviewing, persuasion, and presentation

• Experience in delivering complex solutions within a matrixed organization

• Experience with process improvement methodologies (Six Sigma, Agile, TQM, etc.)

Job Type: Contract

Pay: $80.00 per hour

Schedule:

• 8 hour shift

Education:

• Bachelor's (Required)

Experience:

• Customer Success/Client Services: 5 years (Required)
• Product Management: 4 years (Required)
• Healthcare management: 4 years (Required)
• Project Management: 4 years (Required)

Work Location: Remote

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