Product Implementation & Customer Success Manager, iQueue for Infusion Centers

LeanTaaS is a growth stage company that creates software solutions for healthcare operations. The Product Implementation & Customer Success Manager will focus on driving operational improvement for customers, ensuring they realize value from the products and managing implementations and expansions.

Responsibilities:

• Focus on driving operational improvement at our customers (requires up to 20% travel) through our products - you will understand the unique operational needs of each of your customers, evangelize the products, build/run analytics on customer operations and performance, and work with fellow product implementation and customer success team members, marketing and sales to ensure that our products are making our customers successful
• Communicate technical requirements and ensure that customer IT and process teams clearly understand the data and setup needs for our product, iQueue for Infusion Centers, (as well as the transfer mechanisms) and coordinate required security and other audits
• Independently manage customer implementations/expansions. Leverage project management and coordination to align internal and external stakeholders on timelines and expectations
• Facilitate analytically intense processes involving gathering data from sometimes disparate systems, exploring these data sets for abnormalities and preprocessing this data for deeper use and analysis
• In concert with the data onboarding team, work with customers to integrate their Electronic Healthcare Records (EHR) data into our software
• Utilize business intelligence tools to correctly map the customer EHR fields utilized by our software for scheduling optimization
• Assign and monitor key metrics during implementations
• Perform quality control in after action reviews and work to continuously improve our internal project management plans for future projects
• Establish and maintain strong relationships with key customer contacts
• Conduct training and data troubleshooting support
• Monitor customer operations and operational outcomes by using internal tools and customer calls, verify that the product is working well on customer sites, and proactively solve problems
• Help refine vision and strategy, educating inbound product managers and other functional groups on your customers’ stories and pain points and contributing detailed feature ideas to the product roadmap
• Work with marketing on producing case studies, customer videos, etc. and help sales close deals as needed in the capacity of a subject matter expert

Requirements:

• Bachelor's degree in mathematics, statistics, engineering, physics, data science, related clinical field such as nursing, or equivalent years of related experience. Our products are data products, so a quantitative background is critical
• At least 2 years professional experience in a client- or customer-facing role such as management consulting, project management, customer success, engineering, EHR, healthcare; we do consider candidates with limited experience if we see some extraordinary accomplishment(s)
• Exceptional communication, organizational and presentation skills (how you write your resume and approach us is a good litmus test)
• A maniacal obsession with customer happiness, success, and retention; you're the type of person who will move mountains to solve problems and make people successful
• Project management experience
• Ability to influence change using data, logic and/or change management techniques
• Strong analytical skills with hands-on experience with data analysis & visualization tools (e.g. Tableau, Power BI)
• Excellent strategic and organizational agility
• Ability to consistently work Central or East Coast hours, with flexibility to support customers across all U.S. time zones
• Ability to travel up to 20% of the time
• Experience working on healthcare products or within hospitals
• Experience working with data or analytics products
• Experience working on enterprise software products
• Clinical credentials
• A blog, article, or any published writing