Customer Success Consultant

Role Overview

• Provide support for WaveMark accounts, which could range from a single hospital department to an IDN (Integrated Delivery Network).
• Cultivate relationships with new and established customers to ensure successful customer experience.
• Complete site visits to each customer account with appropriate frequency.
• Master the full range of WaveMark products/services and keep up with new releases.
• Responsible for customer advocacy to ensure issues are resolved in a timely and effective manner while adhering to WaveMark policies and procedures.
• Work in a cross functional team consisting of Operations, Engineering, Customer Support, and other functions to ensure successful installation and adoption of the WaveMark solution.
• Serve as a subject matter expert with customers for on-site troubleshooting technical issues.
• Participate in product development initiatives including new product design, documentation review, and ensure that customers benefit from new products and enhancements.
• Drive improvement in key Account Health metrics.
• Communicate system updates to local clinical staff and super
• users.
• Ensure all account-level meetings and conversations are documented.
• Work closely with customer service team to help support customer service issues.
• Deliver local staff solution training i.e..., Mobile Hospital, Dashboard, and system reports.
• Deliver hospital-level Quarterly Business Reviews to key stakeholders that will help drive towards customer goals and WaveMark best demonstrated practices.
• Able to travel 75-80% of time.

Requirements

• Bachelor’s degree or equivalent work experience preferred.
• 3-5 years of experience in account management, customer service support, account consulting or healthcare supply chain preferred.
• Customer service/client facing, problem-solving and analytical skills highly desired.
• Experience guiding customers through solution adoption and change management highly desired.
• Strong written and verbal communication skills highly desired.
• Computer proficiency in Microsoft Office products (Access, Excel, Outlook, PowerPoint, Word) preferred.
• Customer/vendor credentialing is required (this may include vaccinations).

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short
• and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs