Success Plan Manager
3 months ago
RLDatix is on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk and compliance tools that drive overall improvement and safety. Our suite of cloud-based software helps organizations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively and immediately through dynamic policy and procedure management.
RLDatix is truly global, with offices in London, Toronto, Chicago, Melbourne, and Riyadh, allowing us to be at the forefront of global patient safety and GRC movement. We envision a world where patients have access to the best and safest care possible and our team is made up of people who truly believe in what we do. We’re always looking for people who are passionate about making a positive change in healthcare to join our team.
In line with our mission, we are looking to recruit a Success Manager on our Customer Success team. This is a remote position.
**What You Will Do**
- Provide remote administrative services to help clients to optimize their use of the software, capitalize on features/functionalities of the software, as well as special projects to expand the use of the software and enhance their overall relationship with RLDatix.
- Deliver training to end users supporting the optimal use of RLDatix software.
- Collaborate with instructional designers and other members of the RL team, and contribute to the development of training content.
- Deliver project-based consulting services in support of overall client success.
- Conduct system health checks for existing clients to ensure they are optimizing the use of their software and work with clients to make changes where required.
- Maintain proficiency and expertise in the use of RLDatix software.
- Contribute to the on-going enhancement of the client knowledge items via the RL HUB and Datix Zen Desk through the development of timely and relevant knowledge articles.
- Demonstrate a positive attitude, lead and facilitate change and model professionalism in all contacts with internal and external customers.
- Work on special projects, as assigned.
**Skills/Experience/Competencies You Will Need**
- Must be bilingual in French and English
- Bachelor’s Degree in Business Administration or related field, required
- Excellent verbal and written communication skills
- Minimum five (5) years of software consulting and training experience required, preferably in a healthcare related environment
- Excellent verbal and written communication skills, required
- Experienced in managing customer relationships.
- Strong data entry and computer skills including MS.
- Demonstrated knowledge of adult learning theories as applied to training delivery.
- Ability to thrive in a diverse, fast-paced, entrepreneurial environment.
- Demonstrated ability and desire to work with software, including ability for self-directed learning to master software features and functionality.
- Detail-oriented with excellent analytical and problem-solving skills, including the ability to deal with situations where information is difficult to obtain, complex, or ambiguous.
- Ability to evaluate clients’ learning needs and develop applicable plans.
- Proven presentation and/or training skills to facilitate knowledge transfer.
- Strong interpersonal skills with the ability to interact effectively with staff at all levels within and outside the organization.
- Able to provide an exceptional level of customer service.
- Excellent time management and workload organization skills.
- Self-motivated with a sense of urgency and able to work towards set goals and objectives without close supervision.
- Proven initiative to drive projects forward to attain high client satisfaction.
- Able to travel to visit client sites and/or attend conferences, when required.
RLDatix offers a competitive compensation package and comprehensive benefits package including health, dental, vision, life, disability coverage, a generous retirement savings plan, paid time off, and paid holidays. RLDatix is an equal opportunity employer and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and/or State laws.
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