Client Success Manager- Remote USA

Improving healthcare through innovative technology is at the core of Intelerad’s work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location. We’re focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations.

Intelerad offers one of healthcare’s most comprehensive imaging and analytics platforms. Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 700 employees located in offices across six countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report. To learn more, visit intelerad.com and follow Intelerad on LinkedIn and Twitter.

Job Summary:

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.

Duties/Responsibilities:

• 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 with our Customer Success Specialists in delivering SOWs;

• 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 SOW

• 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 changing needs and update the 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

Required Experience/Skills:

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

• 3 years experience in customer facing roles

• 1 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 25% 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.

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

Intelerad and Ambra Health Combine to Form the Global Industry Leader in Cloud PACS and Enterprise Imaging

Intelerad Partners with Strategic Radiology to Bring Innovative Medical Image Management Solutions to More than 1,300 Radiologists Across the US

Meet Intelerad’s Leadership Team: https://www.intelerad.com/en/about/leadership-team/

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