Customer Success Manager

Job Description

This role is an integral part of the team charged with ensuring the best possible outcomes and ensuring long term successful use of Provation products and services. This role will be responsible for ensuring customers are successful, find value in our solutions, renew their subscriptions, and recommend our products and services to their colleagues in all specialties. Additional opportunities to assist in the creation and management of customer focused engagement activities, identification of new and unique metrics and value propositions to further help our customers succeed in their efforts.

Duties & Responsibilities:

• Serve as the customer-owner in all aspects related to a customer health.
• Conduct detailed customer workflow analysis and identify customer success metrics.
• Leverage Customer Success specific tools to manage, implement, and deploy Playbooks and other customer success activities, ensuring alignment with customer goals and expectations.
• Provide best practice recommendations, identify any roadblocks, and partner with the customer to reach desired outcomes.
• Act as the internal "voice of the customer".
• Work closely with cross functional teams (Implementation, Support, Product Management, Development) for issue resolution as needed.
• Act as an information conduit from Provation to customers, providing the latest information on forthcoming product features and content, as well as guiding them in their setup and use
• Maintain status as a product Subject Matter Expert and to facilitate a pathway to any needed resource.
• Proactively learn new features and content as they become available.
• Engage in partnership activities with sales team members.
• Become familiar with product release schedules and the contents of imminent releases.
• Provide regular, documented follow-up with customers.
• Actively monitor ongoing customer product adoption through dashboard metrics and proactively follow-up with customers as needed. Work with accounts at risk to develop and execute an action plan to proactively mitigate risks.
• Provide meaningful feedback regarding new reports, updates or tools needed for client success.
• Project a favorable image of Provation to promote its objectives and goals while enhancing customer relationships.
• Other duties and projects as assigned.

Job Requirements:

Education & Experience

• Bachelor's degree or equivalent work experience
• Previous Customer Success or Account Management experience preferred
• Previous healthcare related experience preferred

Other Knowledge, Skills, Abilities or Certifications:

• Strong oral and written communication skills are essential
• Impeccable customer services skills
• Experience as end-user of a CRM, customer support system, or marketing automation system
• Administration experience of a CRM, customer support system, or marketing automation system a plus
• Strong aptitude for technical software products
• Proven ability to develop strong, positive relationships with all functional areas and levels of an organization
• Problem-solving and critical thinking skills a must
• Must be able to consistently maintain a positive, can-do attitude particularly with an early stage software product
• Must thrive in a fast-paced, ever-changing, collaborative environment
• Able to multitask and consistently perform under the pressure of deadlines and other demands with a "do whatever it takes" attitude
• Highly organized, task-oriented individual who is a proactive and impactful communicator
• Ability to work independently but with sound judgment to know when to ask questions
• Able to travel to customer sites as needed

About Fortive

Fortive is a provider of essential technologies for connected workflow solutions across a range of attractive end-markets. We hold leading positions in advanced healthcare solutions, intelligent operating solutions, and precision technologies. Our company is headquartered in Everett, Washington and employs a team of more than 17,000 research and development, manufacturing, sales, distribution, service, and administrative employees in more than 50 countries around the world.

Our shared purpose is to create essential technology for the people who accelerate progress. Our innovations keep the world moving forward. We work together to accelerate the pace of progress and to make a difference.

About Provation:

Provation is a leading provider of healthcare software and SaaS solutions for clinical productivity, care coordination, quality reporting, and billing. Our purpose is to empower providers to deliver quality healthcare for all. Provation's comprehensive portfolio spans the entire patient encounter, from pre-procedure through post-procedure, with solutions for physician and nursing documentation (Provation MD, Provation Apex, MD-Reports, Provation endoPRO, and Provation MultiCaregiver), anesthesia documentation (#1 Best in KLAS Provation iPro), patient engagement, surgical care coordination, quality reporting, and billing capture (Provation SurgicalValetTM), order set and care plan management (Provation Order Set AdvisorTM and Provation Care Plans), and EHR embedded clinical documentation (Provation Clinic Note). Provation has a loyal customer base, serving more than 5,000 hospitals, surgery centers, and medical offices, and 700 physician groups globally, including 19 of the top 20 U.S. hospitals. In 2021, Provation was acquired by Fortive Corporation, a Fortune 1000 company that builds essential technology and accelerates transformation in high-impact fields like workplace safety, engineering, and healthcare. For more information about our solutions, visit and follow us on Twitter, Facebook, and LinkedIn.

Our purpose at Provation is to empower providers to deliver quality healthcare for all. To deliver on this commitment, we're guided by our core values -

Provation has a culture of CARES:

• Community -We have a shared sense of improving healthcare, enriching the broader world we live in and serve.
• Accountability - We own it and get it done with integrity.
• Respect - We build diverse teams that collaborate and communicate with positive intent and trust.
• Excellence - We welcome new ideas as we innovate quality solutions.
• Service - We are passionate about putting customers first.

The Fortive Promise - For you. For us. For growth.

• We believe in you. We believe in your potential-your ability to learn, grow and make an impact. And we believe in giving you the opportunity, accountability, and visibility to do just that.
• We believe in us. We believe in the power of great people working together to innovate and solve problems no one could solve alone. We build enduring partnerships with our customers and take on their challenges and opportunities as our own.
• We believe in growth. We are honest about what's working and what isn't, and we work hard to innovate and improve. With a passionate focus on our markets and our customers, we learn and grow together to make a difference in the world.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.

Fortive Corporation Overview

Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential-your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

Fortive: For you, for us, for growth.