Manage customer accounts both remotely and on-site
Collaborate to build and nurture customer relationships, foster a cohesive customer experience, and identify and solve problems before they happen
Understand departmental processes, how MIM products are installed and used, and various customer roles within their department (ex: Dosimetrists, Physicists, etc.)
Develop a clinical and anatomical knowledge base and MIM product expertise in Radiation Oncology
Recognize and engage customer stakeholders at managed sites to drive the effective utilization of MIM Software products compelling customers to implement new processes and identify opportunities for cross-selling
Work in a cross-functional capacity across the organization to communicate customer needs and ensure customer follow-up takes place in a timely manner
Capture customer feedback and interactions in our CRM
Report to direct management on current customer activities such as software upgrades, training, proactive customer interventions, and service contract renewal
Provide software training, basic technical support, and new feature presentations to customers over the phone, online, and in person
Collect on and perform renewals of our customer’s service and maintenance contracts

5+ years of customer success management or similar experience preferably in a clinical setting
A bachelor’s degree is preferred
Highly competent in a multitude of IT capabilities to support business needs including CRM
Strong communication and interpersonal skills to build lasting connections
Time management and organizational skills with the ability to multitask
Proven ability to navigate hospital institutions
Willingness to travel nationally up to 30%

Clinical Customer Success Manager

Key skills