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Senior Strategic Customer Success Manager
3 months ago
Senior Strategic Customer Success Manager (Nashville, TN)
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 you’ll do:
Our customer base is growing rapidly, and we need a seasoned Sr. Strategic Customer Success Manager that will own the relationship between Iodine and large complex enterprise customer. 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
Develop a deep understanding of customer needs/goals and work to ensure that Iodine Software and the customer have a shared definition of success
Execute processes and programs to improve customer engagement and adoption to mitigate customer risk and drive value resulting in renewal and expansion opportunities
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 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 :
Minimum Requirements (Education, certifications, and experience):
Bachelor’s degree in business, nursing, or other related areas
6 – 8 (or more) years of work experience healthcare and/or clinical operations in a technology/SaaS setting
Healthcare IT background and Customer Success experience
Experience in managing large, multi-facility customers
An expert at communicating value to customers using data to tell meaningful and actionable stories that result in expansion and retention opportunities.
Successfully managed 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 and ability to work extended work when necessary
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 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
Strong track record of academic achievement
Ability to travel up to 40%, when necessary
What we offer:
Health Benefits Package: Medical, Vision, Dental
Telehealth
Pharmacy Resources
Savings and Spending Accounts
Life & AD&D Insurance
Disability Insurance
Travel Assistance and ID Theft Protection
Accident Insurance
Critical Illness Insurance
Hospital Indemnity Insurance
Pet Insurance
Employee Assistance Program
Lifestyle Spending Benefit
Legal Plan
401(k) Retirement Savings Plan and Match
Why should you join Iodine?
This is a unique opportunity to join a close-knit, rapidly growing team and help us improve a key piece of the organization. You will have the opportunity to drive smarter healthcare processes through technology, so hospitals can stay focused on patient care. You will join a passionate and ambitious team, with a proven record of success building multiple companies. Learn more about our company culture on Built In Austin and on our website at www.iodinesoftware.com.
At Iodine Software, we don’t just accept
DIFFERENCE
— we celebrate it, we support it, and we flourish on it for the benefit of our employees, our products, and our community. We pride ourselves to be an equal opportunity workplace and are an affirmative action employer and a member of E-verify.
**You must be currently authorized to work full-time in the United States**
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