WaveMark Customer Success Consultant

WaveMark™ Supply Management & Workflow Solutions is a SaaS solution enabling healthcare providers and manufacturers to effectively manage supplies with market-leading innovative technology. WaveMark leverages a portfolio of advanced hardware (e.g., RFID) and cloud-based software including an advanced analytics platform providing full visibility and control of all supplies from low-cost commodities to high-cost devices and implants. Our global footprint and continuous innovation deliver the most cost effective and workflow efficient patient care possible.

The WaveMark Customer Success Consultant holds the responsibility for WaveMark accounts, which could range from a single hospital department to an IDN. The Customer Success Consultant is critically important to the customer’s success in utilizing the WaveMark solution. The CSC’s responsibilities include providing professional on-site customer support for the WaveMark system, helping customers with concerns or issues, and building strong trusted relationships with clinical, supply chain, and technical staff. The CSC executes on the strategic plan and ensures that all WaveMark enabled departments are utilizing the full WaveMark portfolio in support of patient safety, staff efficiency, and financial performance.  The ideal candidate will be located in the Baltimore or Washington DC area.

Responsibilities:

• Cultivate relationships with new and established customers to ensure a successful customer experience
• Complete site visits to each customer account with appropriate frequency
• Master the full range of WaveMark products/services and keep up with new releases.
• Responsible for customer advocacy to ensure issues are resolved in a timely and effective manner while adhering to WaveMark policies and procedures.
• Work in a cross functional team consisting of Operations, Engineering, Customer Support, and other functions to ensure Successful installation and adoption of the WaveMark solution.
• Serve as a subject matter expert with customer for on-site troubleshooting technical issues
• Participate in product development initiatives including new product design, documentation review, and ensuring that customers benefit from new products and enhancements.
• Drive improvement in key Account Health metrics
• Communicate system updates to local clinical staff and super- users
• Ensure all account-level meetings and conversations are documented in SFDC
• Work closely with CS team to help support customer service issues
• Deliver local staff solution training i.e. Mobile Hospital, Dashboard, and system reports
• Deliver hospital-level QBRs to key stakeholders that will help drive towards customer goals and WaveMark best demonstrated practices
• Work with customers during project planning, implementation and on-site issue resolution which could cause the need for more travel.

Qualifications

• Bachelor’s degree or equivalent work experience preferred
• 3-5 years of experience in customer service support, account consulting or healthcare supply chain preferred
• Strong written and verbal communication skills
• Familiarity with healthcare IT or a clinical background strongly preferred
• Experience guiding customers through solution adoption and change management
• Experience working and collaborating with a various teams to identify and prioritize, objectives and goals
• Computer proficiency in Microsoft Office products (Access, Excel, Outlook, PowerPoint, Word)
• Customer service/client facing, problem-solving and analytical skills required
• Ability to be on-site at the customer location(s) 80%
• Ability to analyze data and present effectively
• Ability to bend, reach, stoop, lift and stand
• Customer/Vendor credentialing is required (this may include vaccinations). More details will be provided if you are selected for an interview

What is expected of you and others at this level

• Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects
• May contribute to the development of policies and procedures
• Works on complex projects of large scope
• Develops technical solutions to a wide range of difficult problems
• Solutions are innovative and consistent with organization objectives
• Completes work; independently receives general guidance on new projects
• Work reviewed for purpose of meeting objectives
• May act as a mentor to less experienced colleagues

Anticipated pay range: $117,200 - $161,900 (includes targeted variable pay)

Bonus eligible: Yes