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WaveMark Customer Success Executive

2 months ago


Baltimore, Maryland, United States Cardinal Health Full time

About WaveMark:
WaveMarkTM Supply Management & Workflow Solutions is a leading SaaS provider dedicated to empowering healthcare organizations and manufacturers to optimize their supply management through cutting-edge technology.

Our innovative suite includes state-of-the-art hardware and cloud-based software, featuring an advanced analytics platform that offers comprehensive visibility and control over supplies, ranging from essential commodities to high-value medical devices.

The role of the Customer Success Executive is vital for ensuring customer satisfaction and driving business growth at WaveMark. This position involves delivering exceptional executive-level support to stakeholders, understanding their strategic objectives, fostering long-term relationships, and enhancing account engagement and development.

Key Responsibilities:
- Lead a team of Customer Success Consultants to ensure high levels of customer satisfaction, solution adoption, and contract renewals or expansions.
- Mentor and empower team members to achieve their full potential.
- Acquire a deep understanding of technical aspects and serve as a subject matter expert in hospital supply chain management.
- Operate autonomously while collaborating with a multidisciplinary team.
- Utilize data-driven insights to illustrate customer success, demonstrate WaveMark's value, and showcase ROI from our solutions.
- Cultivate an understanding of the customer's organizational culture to build effective relationships and establish trust.

Collaboration:
- Work closely with internal and external teams, including Operations, Customer Service, and Software Engineering, during the deployment phase and identify opportunities for enhanced analytics and solution differentiation post-implementation.

Communication:
- Exhibit strong communication skills, confidently presenting to and engaging with customers regularly, including facilitating meetings.

Strategic Direction:
- Define strategic objectives and oversee the creation, tracking, and completion of deliverables with stakeholders.

Growth Strategy:
- Collaborate with the Sales team to identify expansion opportunities and formulate successful growth strategies tailored to each customer.

Project Management:
- Support project management and implementation initiatives.
- Employ problem-solving skills to devise plans for improving process efficiencies.

Travel:
- Willingness to travel for implementations and customer/internal meetings as required.

Qualifications:
- Bachelor's degree or equivalent experience preferred.
- 5+ years of experience in customer service support, leading large-scale integrations, account consulting, or healthcare supply chain preferred.
- Experience with large, complex organizations, preferably in healthcare.
- Results-oriented with a commitment to delivering on existing commitments while striving for continuous improvement.
- Excellent written and verbal communication skills across all organizational levels. Proficiency in Microsoft Office Suite (Access, Excel, Outlook, PowerPoint, Word).
- Strong customer service, analytical, and problem-solving skills required.
- Experience in change management or Lean Six Sigma methodologies preferred.
- Experience in team management preferred.

Health Requirements:
- Must provide proof of and maintain current immunizations, including Hepatitis B, Influenza, MMR, Varicella, Annual TB/PPD, Tetanus/diphtheria/Pertussis, and COVID-19, to access customer sites for essential job functions.

Compensation:
- Anticipated salary range: $145,400 - $185,000 (includes targeted variable pay).
- Bonus eligible: Yes.

Benefits:
- Cardinal Health offers a comprehensive benefits package starting on the first day of employment, including medical, dental, and vision coverage, paid time off, health savings accounts, 401k plans with employer matching, flexible spending accounts, disability coverage, work-life resources, paid parental leave, and wellness programs.

Cardinal Health is committed to fostering an inclusive workplace that values diverse perspectives and experiences, ensuring that all employees can express their authentic selves.

Cardinal Health is an Equal Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.