IPeople Healthcare

Customer Success Manager

• Work with your team, project managers, sales & marketing, and the hospital to successfully deploy the current product and service offerings per the contract.
• Maintain existing products and interfaces that need fixing/improvements, escalating where necessary, and ensuring the proper documentation has been updated both internally and to the customer.
• Leave a major impression during the implementation process, being a major stakeholder in the development and improvement of the products.
• Work committed tickets weekly from the ticket management system (AZURE) to completion.
• Participate in the planning, creation and grooming of project deliverable tickets.
• Deploy contracted software systems according to current standards and processes.
• Update documentation, where applicable, on final deployment to production systems.
• Help create documentation where needed to standardize processes.
• Grow relationships with existing client base, displaying empathy and integrity.
• Provide feedback to internal teams on customer feedback and challenges.
• Participate in weekly status update calls, providing technical expertise in the IPeople delivery process.
• On Call rotation may be required.

Customer Success Specialist

Project Manager

• Oversee the planning, execution, and delivery of various projects while ensuring they are completed on time and within scope
• Collaborate with cross-functional teams
• Manage project budgets, timelines, and resources
• Communicate with stakeholders, providing updates on project progress

Analyst

• Answer support phone and email questions and complete customer support tickets.
• Assist users in working with IPeople Healthcare products & services.
• Perform basic diagnostics and troubleshooting for IPeople products & services.
• Perform root cause analysis and provide user assistance in solving issues.
• Collaborate with customers and developers to help test, maintain, and monitor computer programs and systems to address customer issues.
• Review and analyze performance indicators to locate code problems and correct the identified errors or route them properly.
• Route and document customer issues and communicate appropriately.
• Actively focus on and contribute to the success of the customer experience.

Customer Success Specialist

Project Manager

Technical Service Analyst