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Customer Success Manager
3 months ago
Customer Success Manager - Nursing / Healthcare - East Coast
Company Overview:
Inspiren, an award-winning nurse-led technology company, introduces the world's first cognitive patient care assistant, known as AUGi. AUGi serves as the gateway to all IoT connectivity and the creation of a true AI ecosystem, through the creation of a revolutionary computer vision and hybrid sensing platform. At the bedside, AUGi intelligently analyzes interactions between providers and patients, room environmental factors, and medical equipment. AUGi provides unparalleled insights to care and safety, while revolutionizing patient care. The company is dedicated to innovating on its leading-edge technology products to continuously improve care in hospital and elderly care markets.
The Role:
It is an exciting time to be part of Inspiren. Inspiren's technology is revolutionizing how care is delivered in hospitals and assisted living facilities through innovative technology. We are seeking highly motivated and experienced nursing leaders to join our team. As a Customer Success Manager, you will play a critical role in supporting healthcare organizations in adopting and maximizing the return on investment (ROI) for AUGi. The ideal candidate will have a strong background in customer success, nursing, or a related healthcare field, with at least 7 years of relevant work experience.
Responsibilities:
Customer Onboarding and Customer Success Transition
Participate in the onboarding process for new healthcare organizations, ensuring a smooth and efficient transition to AUGi after go-live
Adoption and Engagement
Monitor and analyze adoption metrics and usage data to assess the level of engagement and success of our solution within healthcare organizations.
Proactively engage with customers to drive increased utilization and value by identifying opportunities for further integration and expansion of the solution.
Identify and address any barriers or challenges that may hinder adoption or usage of the solution.
Relationship Management:
Build and maintain strong relationships with key stakeholders within healthcare organizations, including executives, administrators, and clinical staff.
Serve as the primary point of contact for customers, addressing their inquiries, providing support, and guiding them through any challenges or issues that arise.
Conduct regular check-ins and health assessments to ensure customer satisfaction and identify opportunities for improvement or upselling.
Value Measurement and Communication:
Collaborate with healthcare organizations to understand their ROI goals and objectives related to patient safety
Develop and communicate metrics and reports that demonstrate the tangible ROI achieved through the use of our solution, such as reduced fall rates, improved patient outcomes, and cost savings.
Present ROI findings and facilitate discussions with key stakeholders, showcasing the value and impact of the solution on their organization.
Product Education and Expertise:
Maintain a deep understanding of the AUGi platform, its features, and its benefits for healthcare organizations.
Provide ongoing product education and training to customers, ensuring they are up to date with the latest features and capabilities.
Serve as a trusted advisor, offering insights and best practices to help customers optimize their usage and achieve their desired outcomes.
Escalation Management:
Act as the point person for customer escalations, working closely with internal teams to address and resolve issues promptly and effectively.
Advocate for customer needs within the organization, ensuring timely resolution of any technical or operational challenges they may encounter.
Success Story Development:
Identify and cultivate success stories and testimonials from healthcare organizations that have achieved significant results and positive outcomes using AUGi
Collaborate with marketing and communications teams to develop compelling case studies, testimonials, and other collateral that highlight the value and impact of our solution.
Leverage customer feedback and insights to contribute to thought leadership content, industry events, and other promotional activities.
Customer Feedback and Product Improvement:
Gather and analyze customer feedback to identify areas for product improvement or enhancement.
Collaborate with the product management team to communicate customer needs, requirements, and feature requests, contributing to the ongoing development of the solution.
Requirements :
Bachelor's degree in Nursing, Healthcare Management, or a related field (preferred).
Minimum of 7 years of work experience, with a combination of customer success management, nursing quality, nursing education or healthcare experience.
Strong understanding of patient monitoring solutions and their implementation in healthcare organizations.
Excellent communication and interpersonal skills, with the ability to build rapport and establish strong relationships with healthcare professionals at all levels.
Proven track record of successfully driving adoption, engagement, and ROI for customers.
Ability to analyze data and metrics to derive actionable insights and recommendations.
Exceptional problem-solving skills, with the ability to identify and address customer challenges effectively.
Self-motivated and able to work independently, while also collaborating effectively with cross-functional teams.
Strong organizational and time management skills, with the ability to prioritize and manage multiple customer engagements simultaneously.
Desire to work in an early stage startup
Ability to travel for 1-2 day trips up to 50% of the time.
Details
Base salary commensurate with experience plus equity.
Flexible PTO
Healthcare, Dental and Vision Insurance
Desire to work an early stage startup
Join our team and make a meaningful impact on patient care by enabling healthcare organizations to adopt and leverage AUGi to its full potential. Apply today to become a part of our customer success team
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
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