Job Description Summary

GE Healthcare is seeking a driven, results-oriented Customer Success Manager (CSM) to join our Computed Tomography (CT) Business. As a CSM, you’ll be on the front lines building strategic partnerships as well as collaborating with other teams – from sales and project management to product teams – to set this high growth business up for continued success. The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).

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Job Description

GE Healthcare is seeking a driven, results-oriented Customer Success Manager (CSM) to join our Computed Tomography (CT) Business. As a CSM, you’ll be on the front lines building strategic partnerships as well as collaborating with other teams – from sales and project management to product teams – to set this high growth business up for continued success.

 The CT business within GE Healthcare offers a portfolio of hardware and software solutions for radiology, cardiology, and oncology departments. These solution sets are customizable for each customer to ensure they can achieve their clinical imaging goals.  One of the ways we deliver this solution set is through our Smart Subscription offering.  This allows our customers to subscribe to a solution set and receive the latest and greatest offerings as they receive FDA approval.

Customer Success services will be part of the team to ensure that Smart Subscription customers get the most value possible from their CT Scanner and software solutions.

As part of our team, your responsibilities will be to:

• Advise customers on best practices for transforming their imaging operations by leveraging the Smart Subscription platform to stay up to date on industry trends
• Proactively manage the success of CT customers in your portfolio to deliver consistent value throughout the customer lifecycle
• Act as a technology evangelist and change management leader, guiding customers through product/process change.  Lead SOP development and guide customers as they define future state workflows.
• Understand the top imaging initiatives (clinical and operational) and associated KPIs for the customers in your portfolio and form a strong point of view on how CT solutions can help them achieve those goals 
• Build strong relationships across all relevant stakeholders in our customers’ business, all internal stakeholders and supporting functions.
• Develop deep product expertise and understand how CT and Smart Subscription fit into the broader eco system of tools, data and systems. Present, demo, and aid in trouble shooting.
• Review and analyze usage data, health indicators, renewal dates, and growth opportunities in partnership with the sales teams
• Surface insights and recommendations to customers as you interpret the data from our analytics products
• Design, coordinate and deliver tailored training sessions to ensure confidence with the platform and cultivate customer accountability
• Conduct quarterly account performance planning and reviews in partnership with the sales team
• Resolve customer issues either alone or in collaboration with other CT team members (Service, Sales, Operations, Clinical & Product)
• Represent customer needs when articulating product requirements or scoping services solutions
• Inform the future of CT product development through product feedback requests and proposals, both internally and customer-driven
• Nurture customer advocacy in the form of references, referrals, and case studies

Minimum Requirements

• 5+ years experience in CT clinical use, CT education or Healthcare Customer success role
• Experience with Healthcare, imaging strongly preferred
• Verifiable track record of customer retention and growth by driving adoption, engagement and experience
• Aptitude for learning software and staying current on industry best practices
• Ability to explain complex data and technical issues in non-technical terms
• Comfortable in a dynamic, fast-paced, hyper-growth environment
• Extreme owner, accountable for delivering only the highest level quality of work
• Project management experience and/or experience managing multiple projects with separate stakeholders simultaneously
• Strong ability to set and manage customer expectations while maintaining poise and positive relationships. Must be able to be consultative,