Client Success Manager

Company Description

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad's modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

Job Description

The Client Success Manager I (CSM I) is dedicated to ensuring our clients achieve their business goals through the effective use of Intelerad's technology and services. By partnering closely with designated clients throughout their lifecycle, the CSM I will ensure an optimal client experience and maximize the value of our partnership. This role serves as the primary connection point to all internal resources, ensuring clients receive the highest level of service and support.

Responsibilities & Duties:

• Foster exceptional service delivery to assigned clients, ensuring strong relationships, high satisfaction, and success in achieving their goals
• Maintain and nurture relationships with key stakeholders in assigned client accounts, addressing their goals, needs, and issues, educating them on products, driving adoption and utilization, achieving retention goals, and identifying expansion opportunities
• Collaborate with the Sales team to ensure the retention and growth of assigned clients
• Develop a deep understanding of Intelerad products and services, as well as the specific needs of assigned clients, to create and execute a tailored Client Account Plan
• Proactively address client needs and serve as an escalation point for any issues
• Monitor and analyze client usage of Intelerad products, providing education on results and consulting on potential improvements
• Maintain consistent communication with clients to ensure progress against objectives and keep them informed of any changes through regular meetings
• Encourage client participation in Intelerad initiatives such as webinars, conferences, and product feedback sessions
• Coordinate with other departments to resolve escalated issues promptly, meeting SLA requirements and managing client expectations
• Leverage Intelerad Professional Services and Support teams to meet client needs
• Serve as the subject matter expert (SME) for assigned clients
• Monitor compliance with license agreements and/or SLA

Qualifications

Qualifications:

• 3+ years in a client success or account management role, or 2+ years of HIT domain experience
• Bachelor's degree, preferably in business, healthcare, information technology, or a related field
• 1+ year experience working with C-Level executives and staff
• Strong leadership skills and a proactive mindset
• Excellent problem-solving and analytical skills
• Ability to convey information clearly and effectively through both formal and informal documents and presentations.
  • Strong project management and organizational skills
• Proven ability to manage multiple client accounts within a product focus area
• Demonstrated ability to manage client accounts with an annual value of $50,000+
• Willingness to travel up to 25-30%

Interaction:

This role requires close collaboration with key departmental and project stakeholders across the organization. The ability to work effectively with all levels of management and staff is essential. No supervisory responsibilities are required for this position.

Communication & Cognitive Abilities:

• Cooperate with matrixed team members to meet goals or complete tasks
• Comfortable working in ambiguous and/or stressful situations
• Self-motivated with a strong attention to detail
• Flexible and able to change priorities quickly while managing multiple tasks
• Effective collaborator with proven process improvement skills
• Exceptional organizational and time management skills
• Excellent communication and interpersonal skills
• Ability to consistently learn new technologies and apply those concepts to client needs
• Ability to work as part of a geographically dispersed team
• Ability to work independently and as part of a team
• Stay up-to-date on technology trends, developments, and best practices
• Ability to communicate effectively to both technical and non-technical audiences.

Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as requested to meet the ongoing needs of the organization.

Additional Information

All your information will be kept confidential according to EEO guidelines.

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

Intelerad uses SmartRecruiters' platform, which includes optional AI-assisted features (such as Winston Match, Screen, and Companion) to help our Talent Acquisition team streamline and enhance parts of the recruitment process. These tools are designed to support, not replace, human judgment and decision-making. All hiring decisions are ultimately made by our recruiters and hiring leaders.

To learn more about how SmartRecruiters uses AI within its system and how it complies with applicable regulations, please review SmartRecruiters' AI Addendum.

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act ("ADA")as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines "disability" as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment