Customer Success Manager

3 months ago

Austin, United States Iodine Software Full time
Job Title: Customer Success Manager

Join us. Let's make a direct impact in healthcare.
Being an Iodine employee means becoming part of something bigger: using clinical AI technology to drive smarter healthcare processes and positively impact patient care.

Who we are:
Iodine is an enterprise AI company that is championing a radical rethink of how to create value for healthcare professionals, leaders, and their organizations: automating complex clinical tasks, generating insights and empowering intelligent care. Powered by one of the largest sets of clinical data and use cases available, our groundbreaking clinical machine-learning engine, Cognitive ML, constantly ingests the patient record to generate real-time, highly focused, predictive insights that clinicians and hospital administrators can leverage to dramatically augment the management of care delivery.

What we're looking for:
Iodine Software is seeking a Customer Success Manager - to join the team. Reporting to the Director of Customer Success, the Customer Success Manager will be responsible for developing a positive customer experience and fostering trusted relationships internally and externally.

What you'll do:
Our customer base is growing rapidly, and we are looking for a technically savvy Customer Success Manager to join our Customer Experience team. This is a demanding role that relies on a mindset of customer-obsessed advocacy and a focus on inspiring teamwork. This includes strategic account planning and execution, helping increase Iodine product adoption, identifying expansion opportunities and educating the customer on how to realize increased value from Iodine.

The ideal candidate will have successful experience delivering customer satisfaction, developing strong customer and consultant relationships, and retaining and growing revenue.
  • Foster and manage strong, strategic, long-term customer relationships with customer decision-makers and industry influencers
  • Navigate complex customer relationships and processes
  • Execute processes and programs to improve customer engagement and adoption to mitigate customer risk and drive value resulting in renewal and expansion opportunities
  • Develop a deep understanding of customer needs/goals and work to ensure that Iodine Software and the customer have a shared definition of success
  • Serve as a point of escalation for customer issues and work directly with customers and internal departments to ensure resolutions are met
  • Report out on customer health to Iodine leadership to proactively identify at-risk customers and provide mitigation strategies as needed
  • Thoughtfully drive overall customer satisfaction with some of the largest and most complex customers
  • Influence how Customer Success can work better with other teams at Iodine to collaborate on, and execute against, technical integrations and business decisions
  • Act as a business success expert in educating, guiding, and supporting customers as they progress through the Iodine lifecycle
  • Deliver well-crafted responses to customer requests for strategic and/or program analysis, with limited management oversight
  • Provide guidance and consulting for best practices and ROI analysis for customers to gain the most value from their program with Iodine Software
  • Advocate for product enhancements/new features and influence roadmap planning, based on customer input
What we'd love to see:
  • Bachelor's degree in business, nursing, or other related areas
  • 3-5+ years of work experience healthcare and/or clinical operations in a technology/SaaS setting
  • Healthcare IT background, in Account Management or Customer Success
  • Meaningful experience support customers or business leaders, ideally within a technology or healthcare company
  • An expert at communicating value to customers using data to tell meaningful and actionable stories that result in expansion and retention opportunities.
  • Previous experience successfully managing complex technical projects
  • The ability to demonstrate impeccable capability in the following areas:
  • Communication: knowing who, what, when, where, how, and why and acting effectively as a representative of Iodine
  • Organization: from your email inbox habits, to your time management, to the information you juggle about people, teams, customers, and products
  • Presentation: sophisticated presentation skills in front of large and small audiences.
  • Emotional Intelligence: natural ability to read and respond to a situation in the best interests of Iodine and our customers
  • Demonstrated ability to manage multiple work streams simultaneously and efficiently
  • Highly skilled in building and delivering presentations
  • Positive, self-starter attitude with desire to exceed expectations to achieve desired results
  • Attention to detail, highly organized, with an absolute focus on quality of work
Preferred Requirements:
  • Experience in customer management in a large and complex technology/SaaS settings
  • Outstanding oral and written communication skills
  • Excellent MS Office skills (PowerPoint, Word, Excel)
  • Experience working in Google Suite preferred
  • Experience with Business Intelligence Technology (Tableau, Looker)
  • Creativity and a proven track record of identifying opportunities and potential gaps to contribute proactive ideas for improvement
  • Ability to manage and navigate change for successful customer outcomes
  • Team player DNA with a desire to problem solve for the interests of our customers and of our business
  • Strong project management skills
  • Ability to travel up to 40%, where necessary

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