Customer Success Manager

• Serve as the primary point of contact for a portfolio of clients, ensuring high adoption, satisfaction, and measurable outcomes.
• Build and maintain strong relationships with key client stakeholders, including end-users and administrators.
• Monitor client health using engagement and usage metrics; proactively identify risks and opportunities.
• Lead regular client meetings to review goals, performance, and success metrics; prepare agendas and coordinate across internal teams.
• Deliver ongoing education to drive product adoption.
• Understand and track contract terms, program scope, and client-specific goals.
• Act as the voice of the customer internally, collaborating with product, sales, and implementation teams to drive continuous improvement.
• Support client retention and growth by driving satisfaction, advocacy, and expansion opportunities.

Project Manager

• Lead the planning, execution, and delivery of large-scale IT projects, focusing on healthcare software implementations, system integrations, and upgrades.
• Collaborate with cross-functional teams, including Product Development, Implementations, Sales, and Customer Success, to define project scope, objectives, and deliverables.
• Develop comprehensive project plans, timelines, and budgets, ensuring alignment with organizational goals, client requirements, regulatory standards (eg HIPAA), and clinical guidelines.
• Proactively identify and mitigate project risks, issues, and dependencies, implementing effective mitigation strategies to ensure project success.
• Manage project resources, including internal team members, external vendors, and third-party contractors, to optimize productivity and achieve project milestones.
• Facilitate communication and collaboration among project stakeholders, providing regular updates on project status, risks, and key decisions.
• Conduct project post-mortems and lessons learned sessions to identify areas for improvement and best practices, driving continuous process optimization and organizational learning.
• Mentor and coach junior project team members, providing guidance and support to enhance their project management skills and professional development.

Eon

Customer Success Manager

Senior Project Manager