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Customer Success Manager

2 months ago

Nashua, United States ICAD, Inc Full time
Customer Success Manager


At iCAD, we are passionate about our mission to create a world where cancer can’t hide.

Leveraging the power of innovative artificial intelligence (AI) solutions that empower providers and professionals to accurately, reliably and more quickly detect cancer and improve outcomes – we are helping to optimize every individual’s opportunity to live better, longer lives.

THE ROLE:

The Customer Success Manager (CSM) is a member of the Customer Success team serving as a resource for iCAD clients through the duration of their lifecycle. This includes implementing new iCAD customers, managing technical support tickets, ensuring new feature adoption and upgrades, and other efforts related to a customer’s overall success. The CSM is consistently focused on providing exceptional customer service with strong communication, critical thinking and problem-solving skills. The ideal candidate has subject matter expertise in Radiology, DICOM and PACS.

RESPONSIBILITIES:

  • Monitor and respond to incoming support requests through our ticketing system. Provide technical support to customers via phone, email, and remote access tools.
  • Diagnose and troubleshoot complex hardware and software issues related to our AI solutions.
  • Document, track, and monitor customer issues in ticketing system to ensure timely resolution and customer satisfaction.
  • Implementation of iCAD products including customer discovery, planning, project management, technical installation, configuration, deployment and user training.
  • Conduct hardware and software configurations, upgrades, and maintenance as needed.
  • Continuously expand your knowledge of our products, staying up-to-date with the latest products, services, features and PC/networking knowledge.
  • Partner with Product Management to ensure customer awareness of new features and set strategy for ongoing feature adoption.
  • Represent the Voice of Customer within iCAD. Identify themes in feedback and champion customer needs. Support efforts related to collecting feedback, such as customer surveys.
  • Coordinate cross functionally as needed on customer requests. This includes partnering with account management, manufacturing, regulatory and product ensuring both customer and iCAD business needs are adequately met.
  • Responsible for maintaining a professional attitude and demeanor while conversing with customers, partners and colleagues.
  • Set high standards of performance for self; assumes responsibility and accountability for managing difficult customer situations and customer expectations; self-imposes standards of excellence.


REQUIREMENTS:

  • Bachelor’s degree or equivalent experience in healthcare, computer science or related technical discipline is required.
  • Radiology, DICOM, PACS knowledge is required
  • IT knowledge with respect to networks, security and Microsoft OS platforms.
  • Ability to resolve problems, think analytically and communicate professionally in high pressure, time sensitive situations.
  • Must be a self-starter, with the ability to work independently and with minimal supervision.
  • Candidate must be capable of multi-tasking, setting priorities and working in a fast-paced environment.
  • Strong verbal, written and interpersonal skills.
  • Experience with Salesforce Service Cloud is preferred.

iCAD is an Equal Opportunity Employer and values diversity. We are committed to the principles of equal employment opportunity and affirmative action for all applicants and employees. Equal opportunity and consideration are afforded to all qualified applicants and employees in personnel actions, which include recruiting and hiring, selection for training, promotion, rates of pay or other compensation, transfer, discipline, demotion, layoff or termination. ICAD does not unlawfully discriminate on the basis of race, color, religion, sexual orientation, marital status, pregnancy, gender identity, gender expression, family medical history or genetic information, citizenship, national origin or ancestry, sex, age, physical or mental disability, medical condition, veteran status, military status, or any other basis protected by federal, state or local law, ordinance or regulation.