Customer Success Manager - Healthcare

<p>The InterSystems Customer Success Management team's mission is to ensure our End-User Customers (in Health Care, Public, and Financial Services segments) maximize adoption of our software solutions, gain expected and measurable business value, and achieve high on-going satisfaction with our partnership. Customer Success Managers (CSMs) play a critical leadership and execution role partnering with customers and teams in sales, sales engineering, client services and support, professional services, product, and marketing, to fulfill this mission.&nbsp;</p> <p><strong><em>Customer Success Manager (CSM) Key Responsibilities:</em></strong>&nbsp;</p> <ul> <li>Drive positive and increased adoption across an assigned portfolio of End-User customers (8-20 depending on revenue &amp; complexity) to ensure they achieve maximum value from InterSystems solutions.&nbsp;&nbsp;</li> <li>Understand and track customer’s business objectives, priorities, and value KPIs to ensure adoption activities and our partnership are aligned to deliver against goals.&nbsp;</li> <li>Lead proactive adoption activities and deliverables such as MSPs, Value Assurance Check-ins, QBRs, and involve sales, sales engineering, client services &amp; support, professional services, product and others. &nbsp;</li> <li>Build and strengthen customer executive and operating team relationships with key stakeholders (I.e., CIO/CTO, Program Sponsor, Leads for IT, Interoperability, Analytics and Clinical outcomes).</li> <li>Lead and facilitate post-go-live customer cadence calls following strong program management practices, ensuring agenda are aligned to drive progress and resolve issues and the right InterSystems experts are involved.</li> <li>Act as the program manager on major customer issues, requirements, and/or expectation gaps that require strong alignment and communication across multiple departments (such as customer support, product management, development, sales engineering, sales, training/education, etc.) to deliver successful outcomes.</li> <li>Monitor customer health data/KPIs to anticipate major risks/opportunities, mobilize and drive resources required to act based on the CSMs assessment.</li> <li>Ensure customers are aware, educated and capitalizing on contracted product capabilities, upcoming fixes/patches, security updates and other releases, leveraging InterSystems product experts in sales engineering and product management.</li> <li>Be viewed as a “trusted advisor” by consistently providing data-backed recommendations to improve adoption and bringing in the right experts.</li> <li>Provide “voice of the customer” feedback to Product Management and Services on improvements and fixes to increase adoption, value, performance, and stability.</li> <li>Identify customer