Customer Success Manager

• Drive account success and meaningful product utilization of Clinical Decision Support & Provider Solutions (CDSP) at health system partners
• Develop and execute account strategy, deployment, and performance optimization aligned with Customer Success and Sales Leadership goals
• Lead complex CDSP implementations start-to-finish across multiple service lines and locations
• Support rollout strategy, heatmap development, prioritization, and optimization
• Plan, schedule, and execute onsite client meetings and stakeholder communications
• Identify implementation and optimization opportunities and partner with CS Implementation team to align with customer goals
• Use PSA to track tasks and GANTT to monitor project progress; develop and leverage customer-facing tools
• Extract and analyze data from reporting systems, use data visualization to tie utilization to outcomes
• Present and discuss technical integration options; troubleshoot and coordinate technical issue resolution
• Leverage Salesforce and account management systems; coordinate cross-functional teams for execution of tasks
• Act as a resource to colleagues, guide new employees, and build consensus on next steps
• Establish and maintain stakeholder relationships across service lines, managers, physicians, nurses, and executives
• Monitor customer health, identify/escalate concerns, and support renewal objectives
• Travel to customer sites ~10-40% as required

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