Customer Success Manager, RetinaOS

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. The Customer Success Manager will manage technical aspects of client relationships, focusing on onboarding, training, and support for the RetinaOS Inventory Management System to enhance client satisfaction and retention.

Responsibilities:

• Develop strong relationships with members and have a deep understanding of their business’s needs, challenges, and goals for our technology
• Support new client implementations of RetinaOS, including requirements gathering, user training, initial inventory loads, go-lives, and post-implementation support
• Collaborate with technical teams to ensure smooth and timely integration of technology to achieve Go Live target date
• Employ decision-making to develop and communicate solutions without predetermined guidelines. Offer guidance related to hardware options best suited for practice needs and facilitating those requirements to appropriate vendor
• Capture and share best practices for use of technology from clients
• Proactively follow up with clients to ensure a positive experience post onboarding
• Confirm adoption of RetinaOS, ensure alignment around goals and milestones, reset expectations where there is any confusion, and align with the client on their success plan to ensure adoption and maximize use of technology
• Train new and existing clients on RetinaOS to ensure clients are getting the most value possible out of the technology
• Demo new features to existing clients to ensure their awareness and use of the full platform
• Analyze usage data to identify proactive opportunities to drive the adoption of technology and features
• Maintain accurate and up-to-date records of member interactions and technical issues in CRM and ticketing systems, such as ZenDesk, HubSpot, and SalesForce
• Utilize internal software platforms and resources to gather, analyze and produce reportable metrics to clients recognizing ROI of technology
• Perform other related duties as assigned

Requirements:

• Degree or equivalent and typically requires 4+ years of relevant experience
• Excellent communication and interpersonal skills with the ability to build strong relationships with clients and internal teams
• Ability to use discretion and independent judgement while dealing with ambiguous information
• Strong phone/video/in-person presence
• Proven ability to manage multiple clients and projects simultaneously and communicate progress in an organized fashion
• Ability to effectively present information and respond to questions from healthcare clinics
• Skilled in problem solving, performing basic analysis and thinking creatively to find solutions to technical problems
• Travel up to 15% annually and occasionally work outside of standard hours to support clinic schedules and conferences
• Must be authorized to work in the US. Sponsorship is not available for this position
• Candidates must be available to work standard Eastern Time (ET) hours
• Bachelor's degree is preferred and/or equivalent combination of course work, certification and/or experience in healthcare
• General knowledge of healthcare is preferred and willingness to develop business acumen related to ophthalmology space, including knowledge of EMR and Practice Management systems