Customer Success Manager
1 week ago
Pulsara is the communication and logistics platform that unites distributed teams and fragmented technologies during dynamic events. To do this, we are building a multi-sided network that includes Public Safety, Public Health, Emergency Management, and Healthcare. It takes a cross-functional project team to navigate the Pulsara customer journey. Service Is Essential To Everything we do
Please check out our Careers page ) for more information about who we are as a company and as a team.
We Are An Equal Opportunity Employer
We do not discriminate against any team member or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, pregnancy, family medical history or genetic information, political affiliation, military service, veteran status, mental or physical disability, or any other non-merit-based factors.
Candidate Requirement:
Candidates must be based in the Northwest US to effectively serve our customers (onsite) within the region.
How You Will Contribute
Customer Success Managers (CSMs) at Pulsara are pivotal in ensuring customer satisfaction and platform utilization within the Northwest US Region.
Collaborating closely with cross-functional teams, CSMs drive platform Adoption and Retention, focusing on building and retaining a robust network at SCALE.
Members of the Customer Success team oversee the implementation and training process of the Pulsara platform.Their responsibilities encompass ensuring customers are proficient in navigating the application (as designed) and configuring it to align with their organizational objectives.
Beyond implementation, CSMs maintain proactive engagement with customers post-launch, monitoring utilization, identifying reporting requirements, and intervening to address emerging needs.
They aim to enhance customer satisfaction and overall health by fostering collaborative solutions.Responsibilities Include:
Guide customers proactively through the implementation process of the Pulsara platform, ensuring its successful adoption.
Analyze existing workflows and collaborate with customers to optimize the utilization of the Pulsara platform.
Offer technical guidance on device configuration, user provisioning management, and advise on network/connectivity optimization.
Create standardized training materials for Pulsara admin users, enabling customers to effectively train end users within their organizations.
Monitor and optimize post-implementation utilization to enhance outcomes.
Identify expansion opportunities and facilitate their integration within the organization through effective communication and stakeholder engagement.
Advocate for Pulsara value propositions across diverse healthcare sectors, including emergency management, behavioral health, obstetrics, and beyond.
Conduct business reviews to engage stakeholders and address inquiries at various levels, including state/regional, system/facility, and EMS.
Provide Tier 1 support onsite and offer on-call assistance after-hours as needed.
Who Would Thrive in This Role
We welcome candidates who possess a combination of education and/or work experience, with a preference for the following qualifications and traits:
Bachelor's degree desired, or equivalent combination of education and relevant work experience.
5+ years of experience in healthcare information technology (HIT).
2+ years of experience in sales or sales operations, with proficiency in utilizing CRM systems.
Technology Skills:
Proficiency in general business technology with a knack for quickly mastering new applications, including Google Docs, Google Sheets, Google Slides, and CRM tools.
Personal Attributes:
Results-oriented and goal-driven mindset with a proven track record of exceeding goals.
Exceptional written, verbal, interpersonal communication, and public speaking skills.
Ability to thrive in a collaborative environment, demonstrating a strong desire to contribute to a high-functioning, geographically distributed team.
Travel
The position requires up to 75% travel within the Northwest US Region.
How We Embrace Remote Work
Pulsara has an all-remote team culture.
All of our tools and processes are totally online, using best-of-breed solutions for communication and collaboration.
Candidate must be based in the Northwest US to serve our customers.
What We Offer
Salary Range $90k - $120k (based upon experience)
All-Team Incentive Plan
Medical, Dental, Vision, Life/AD&D, LTD benefits
Employer Match for 401K
Competitive PTO policy
Cell & Internet Reimbursement
100% Remote Position - Work From Anywhere in the Northwest US
We use E-Verify to confirm the identity and employment eligibility of all new hires.
Applicants must be authorized to work for ANY employer in the U.S. We cannot sponsor or take over sponsorship of an employment Visa at this time.
At Pulsara, we prioritize the safety and integrity of our team and our customers.
Therefore, we conduct thorough background checks as a step in our hiring process, but only after a candidate has accepted a conditional offer of employment.
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