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Customer Success Manager

  • Location: Madison, Wisconsin
  • Type: Direct Hire
  • Job #2096

Our health-tech partner, a Series A stage health analytics startup, is looking for a Customer Success Manager to build physician engagement and own customer happiness at key clients.

They are backed by leading health-tech VCs and have strong traction among some of the nation’s most advanced hospitals. This is a remote role, with a preference for someone living in Denver/Boulder or Madison.

What You’ll Do:

As a Customer Success Manager, you will both manage the strategy around and the execution of tactics for:

– Project-managing the implementation of our data queries (1-3% of your time)

– Preparing physicians, managers, and executives to go-live  (2-4%)

– Training physicians on the platform during go-live (5%)

– Setting a full-spectrum game-plan to ensure success in key performance areas (50%):

  •             physician engagement and cultural buy-in
  •             behavior change/care improvement
  •             return on investment based on care improvement
  •             hospital leadership happiness

Reporting results to hospital executives and internal stakeholders, balancing transparency with strong narratives (30%)

– Delivering insights to physicians using an easy-to-learn in-house management portal (10%)

This role will report to the Head of Customer Success.

What You’ll Bring:

– Strong storytelling skills, particularly using data to communicate ideas

– Strong interpersonal/relationship building skills

– Ability to l earn quickly and respond to customer and internal feedback

– Intermediate competency using MS Excel (VLookups, Pivot Tables, etc.)

– Understanding of the healthcare industry and experience working i n that field

Nice-to-haves include:

– Experience building relationships at several levels of a business hierarchy

– Experience project managing commercial and technical efforts related to a customer

– Strong presentation-building skills

– Experience working with physicians

– Experience working with healthcare executives

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