Enterprise Customer Success Manager - Imaging Digital Solutions

GE HealthCare is seeking a driven, results-oriented Enterprise Customer Success Manager (CSM) to join our Imaging Digital Solutions (IDS) team. In this role, you will own a portfolio of strategic health system accounts, ensuring the successful adoption and realization of value from GE's imaging solutions.

Responsibilities:

• Own a portfolio of our largest, multiyear, multi-product enterprise accounts, serving as the primary Customer Success point of contact across every contracted IDS solution
• Advise customers on best practices for transforming their imaging operations by leveraging the IDS platform while staying up to date on industry trends
• Proactively manage the success of enterprise IDS customers in your portfolio to deliver consistent value and drive world-class adoption throughout the customer lifecycle
• Act as a technology evangelist and change management leader, guiding customers through product/process change across the enterprise. Lead SOP development and guide customers as they define future state workflows
• Understand the top imaging initiatives (clinical and operational) and associated KPIs for the customers in your portfolio and form a strong point of view on how the full IDS portfolio can help them achieve those goals
• Build strong relationships across all relevant stakeholders in the customer’s business, all internal stakeholders and supporting functions including modality partners, internal consultants, and customer change management leaders
• Develop deep product expertise and understand how IDS fits into the broader ecosystem of tools, data and systems. Present and demo with ease
• Review and analyze usage data, health indicators, renewal dates, and growth opportunities in partnership with the sales team and modality partners
• Surface insights and recommendations to customers as you interpret the data from our analytics products, translating them into clear, demonstrated outcomes
• Design, coordinate and deliver tailored training sessions to ensure confidence with the platform and cultivate customer accountability across every site
• Conduct account performance planning and reviews in partnership with the sales team, anchored on outcome generation and value realization
• Resolve customer issues either alone or in collaboration with other IDS (Service, Sales, Operations, & Product)
• Represent customer needs when articulating software product requirements or scoping services solutions
• Inform the future of the IDS solutions platform through product feedback requests and proposals, both internally and customer-driven
• Nurture customer advocacy in the form of references, referrals, and case studies
• Coordinate closely with Project Management on implementation, rollout, and adoption timelines across multiyear, multi-product engagements

Requirements:

• 5+ years experience in B2B SaaS or Healthcare Customer success role, with demonstrated experience managing enterprise or multi-site accounts
• Experience supporting multiyear, multi-product subscription agreements and partnering with modality/equipment sales, internal consultants, and customer change management teams
• Verifiable track record of customer retention and growth by driving adoption, engagement and experience across a portfolio of enterprise accounts
• Aptitude for learning software and staying current on industry best practices
• Ability to explain complex data and technical issues in non-technical terms
• Comfortable in a dynamic, fast-paced, hyper-growth environment
• Extreme owner, accountable for delivering only the highest level quality of work
• Project management experience and/or experience managing multiple projects with separate stakeholders simultaneously
• Strong ability to set and manage customer expectations while maintaining poise and positive relationships. Must be able to be consultative, prescriptive, and credible
• Experience working with a variety of stakeholders (i.e, Administration, IT, Physicians, C-Suite Executives, Finance)
• Hands-on team player with a proactive nature. In a growth business, you will be expected to build new processes and tools
• Ability to travel 30% of the time
• Experience with Healthcare, imaging strongly preferred