Customer Success Manager, iQueue for Inpatient Flow

RemoteFull Timemid

Customer SupportCustomer Success ManagerHealthcareCustomer

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We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 190 health systems and over 1,200 hospitals and centers across 49 states rely on our award-winning products and expert change management services to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world.

Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV. If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office.

Join our Customer Success team, where we partner with hospitals to make a real impact on patient care by improving bed allocation and streamlining the patient journey. We’re focused on driving meaningful change that boosts efficiency, ensuring patients get the right care at the right time without unnecessary delays.

In this role, you will serve as the main point of contact for a portfolio of customers, ensuring they successfully utilize our platform to achieve their business goals and improve core metrics. If you’re excited about enhancing healthcare delivery and making a difference, we’d love to have you on board!

Lead customer implementations of our products through workflow discovery, workflow design, and change management, introducing supplemental workflows that extend existing implementations to deliver incremental impact and value at go-live

Help customers prioritize and design new workflows while optimizing existing workflows

Work with the Customer Success team to continually evaluate and improve client implementation and outcomes processes, including documentation and collateral used

Monitor usage data (within the product) and proactively reach out to your customers to encourage deeper product engagement, validate that the product is working well, and operational outcomes are being recognized

Design and execute ongoing training programs to support product feature adoption and evolving customer workflows

Ensure support best practices are followed, gather details that expedite issue clarity, and engage the appropriate internal resources for issue resolution

Build long-term relationships with key stakeholders across your customer portfolio by defining success metrics, track progress, and ensure ROI

Manage account program plans to ensure an organized approach across all customer activity while driving prioritized efforts and removing barriers to stay on schedule

Conduct regular business reviews with executive leadership to assess progress toward goals, gather feedback, and identify opportunities for expanding platform value

Support cross functional success by surfacing customer feedback to influence roadmap decisions, produce case studies with marketing, and promote user community sessions

Bachelor's degree or equivalent years of related experience

A maniacal obsession with customer happiness, success, and retention. You’re the type of person who will move mountains to solve problems and make people successful

Healthcare background in operations management or patient flow

3+ years of experience working on healthcare products / working with hospitals

2+ years of professional experience in a client - or customer-facing role such as management consulting, implementation management, or customer success

Excellent strategic and organizational agility

Analytical thinking, strong communication and presentation skills

Willingness and ability to work PST/MST hours to support customers in those time zones

Willingness to travel 25-50% of the time

Graduate degree from one of the following programs: MHA, MPH, MHSA, MBA, MS, or MSN with a focus in health informatics

Lean or Six Sigma training utilizing models like A3, DMAIC, or PDCA

Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives!

Competitive compensation package that includes base salary, target bonus, and stock options

401(k) Match

Comprehensive healthcare benefits

Generous Paid Time Off and Parental Leave

Monthly reimbursement for Skill Building