Cloud DX Deployment Success Specialist

4 weeks ago

Kitchener, Ontario, Canada Cloud DX, Inc. Full time
Deployment Success Specialist Role

Cloud DX is seeking a highly skilled Deployment Success Specialist to join our team. As a key member of our Success team, you will play a vital role in the client and customer journey, ensuring smooth onboarding and promoting product adoption.

Key Responsibilities:

  • Lead train-the-trainer style patient onboarding initiatives live at client sites and/or virtually.
  • Train and educate customers via our Learning Management System (LMS) software, virtually and in-person.
  • Serve as the primary contact for program implementation, onboarding, and continued account growth.
  • Develop deep relationships within the client organization, driving awareness and excitement for the Cloud DX platform and outcomes for clinicians and patients.
  • Input ideas and feedback to support improvements and the customization of our platform and solutions.
  • Contribute to sales and marketing campaigns and execute strategies to increase clinician awareness inside the client organization and/or drive new leads.
  • Meet sales and performance targets and/or KPIs set out by your Manager and/or the Executive Team.
  • Understand customer goals and outcomes by communicating with customers, analyzing metrics, running NPS, and gathering other feedback.
  • Represent the voice of the customer by providing input into our core product(s).
  • Spearhead the growth of your account portfolio, including meeting quotas, executing new contracts, creating sales orders, renewing contracts, demoing our products and services, and supporting the customers in your portfolio.
  • Monitor service performance and customer feedback to identify areas for improvement and maximize deployment success.
  • Collaborate closely with other departments and management.
  • Manage, maintain, and document client interactions and intelligence in CRM.
  • Ability to travel as needed to support our clients (up to 50%).

Requirements:

  • Experience working with and managing stakeholders and customers.
  • A proactive individual with a passion for customer success and a keen ability to identify sales opportunities.
  • Experienced in roles that require strong communication and relationship-building skills, particularly in a sales or business development context.
  • Truly outstanding communication and interpersonal skills.
  • Have a proven track record of working in customer-facing roles and meeting and/or exceeding targets and KPIs.
  • An elevated level of accuracy and attention to detail is required.
  • Flexible approach, able to operate effectively with uncertainty and change.
  • Adaptable and an excellent problem solver.
  • Driven, self-motivated, fearless with taking initiative, enthusiastic, and with a "can do" attitude.
  • Educated to degree level preferred but not essential.
  • 2+ years customer success or account management (Medical device or SaaS experience will earn you huge brownie points).

Please note that this is a hybrid role, requiring candidates to work both remotely and from our Kitchener, Ontario office.

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