Client Success Manager II - Medical Imaging Systems

Company Description

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.  

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

Job Description

The Client Success Manager II empowers clients to achieve their business goals using Intelerad's innovative technology and services. Partnering closely with designated clients throughout their lifecycle, this role develops deep understanding of client business goals and needs, then applies solutions using Intelerad applications, features, services, and processes to drive adoption, growth, and deliver measurable success.

Key Responsibilities

• Deliver exceptional service to assigned clients by building strong relationships, consistently demonstrating and communicating return on investment throughout their lifecycle, educating stakeholders on products, driving adoption and utilization, achieving retention goals, and identifying expansion opportunities
• Develop and execute comprehensive Client Account Plans based on broad yet deep understanding of Intelerad's products, services, and assigned clients' healthcare IT needs, including business models and workflows, while consistently applying prescriptive events to facilitate and monitor client engagement
• Monitor and analyze client consumption and utilization of Intelerad products, continually capture and monitor business drivers to ensure optimal solution setup, and provide proactive communication through regularly scheduled meetings to ensure progress against objectives outlined in the Client Success Plan
• Plan and conduct Strategic Business Reviews with clients, coordinate cross-functionally to resolve escalated issues while meeting SLA requirements, leverage Professional Services and Support teams, and serve as the subject matter expert for assigned clients while monitoring license agreements and SLA compliance
• Monitor client health indicators, engagement levels, product adoption trends, and support activity to proactively identify risks and coordinate mitigation efforts
• Capture and communicate recurring client feedback, operational challenges, and product enhancement opportunities to internal stakeholders.

Qualifications

Qualifications & Experience

Required

• 5+ years of experience in client success or account management, or 2+ years in the healthcare IT domain
• Bachelor's degree in business, healthcare, information technology, or a related field, or equivalent experience
• 2+ years of experience collaborating with C-Level executives and their teams
• Proven ability to manage mid-market client accounts of $175,000+ annual value and multiple client accounts within a product focus area
• Strong leadership skills with proactive mindset and approach
• Excellent problem-solving and analytical skills with ability to convey information clearly through formal and informal documents and presentations
• Strong project management and organizational skills
• Excellent communication and interpersonal skills with ability to communicate effectively to both technical and non-technical audiences

Preferred Qualifications & Special Requirements

• Background in medical imaging / radiologic technician or equivalent a major advantage
• Self-motivated with strong attention to detail and ability to seek guidance when needed
• Flexible with ability to change priorities quickly and handle multiple tasks in ambiguous or stressful situations
• Effective collaborator with proven process improvement skills and exceptional time management abilities
• Ability to consistently learn new technologies, apply concepts to client needs, and stay current on technology trends, developments, and best practices
• Ability to work independently and as part of a geographically dispersed team while cooperating with matrixed team members to meet goals