Customer Success Consultant- WaveMark™

WaveMark™ is a scalable, enterprise-level, Software as a Service (SaaS) platform that integrates with clinical and financial systems for healthcare customers. Our supply management and workflow solution provides visibility and actionable insights to enable a clinically integrated, digitally automated supply chain to improve patient outcomes.  We offer best in class service & technology that integrates with clinical and financial systems leveraging cloud-based software, an advanced analytics platform and a portfolio of data capture hardware solutions.

Job Summary

The Customer Success team touches all aspects of the customer’s life-cycle, and we are collectively the face of WaveMark and Cardinal Health wherever WaveMark operates within the customer’s organization. The Success Consultant provides professional on-site customer advisement for clinical and supply chain workflows, demonstrating solution value, supporting adoption of best practices and new features, and building strong trusted relationships with key stakeholders. The Success Consultant executes on the strategic plan for each account and ensures that all WaveMark-enabled departments are utilizing the full WaveMark portfolio in support of patient safety, staff efficiency, and financial performance.

Responsibilities

• Support the strategic direction of WaveMark and provide leadership to the Customer Success organization to meet its business objectives and to deliver unparalleled expertise to customers
• Communicate effectively with customers and with Customer Success teams to maximize value creation and outcomes at each stage of the customer journey
• Cultivate expertise in all aspects of the WaveMark solution, including both core existing functionality and new features as they are released
• Cultivate relationships with new and established customers to ensure a successful customer experience
• Complete site visits and virtual check-ins with each customer, with focused attention on the objectives of the account-specific strategic plan and broader WaveMark initiatives (e.g., new feature adoption)
• Field escalated customer escalations, either routed from Solutions Specialist team or directly from customers on site, ensuring that concerns are fully addressed, and balancing the needs of the customer, the team, and the business
• Participate in product development initiatives including new product design, documentation review, and ensuring that customers benefit from new products and enhancements.
• Communicate the impact of new releases, system updates, and other WaveMark initiatives to local clinical staff and Super Users.
• Build and deliver Strategic Business Reviews (SBRs) to key stakeholders that will demonstrate achievement of customer goals enabled by WaveMark technology
• Ensure all account-level meetings, SBRs, and conversations relevant to the account strategic plan, potential expansion opportunity, or major account development are documented in SalesForce
• Collaborate with the Commercial team to support pre-sale activities, pipeline visibility and customer relationship-building
• 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.
• As needed, be able to travel work with customers during project planning, implementation, go-live

Qualifications

• Bachelor's degree in related field, or equivalent work experience, preferred
• Prior experience in a customer success or service role preferred
• Strong problem solving and analytical skills
• Knowledge and/or experience in either Supply Chain, IT, or a Clinical field
• Strong written and verbal communication skills to all levels of an organization
• Computer proficiency in Microsoft Office products (Access, Excel, Outlook, PowerPoint, Word)
• Experience working in large organizations (ie. hospital integrated delivery networks or enterprises) is ideal
• Must be able to lift up to 50 pounds and comfortable standing/walking for majority of work day
• Ability to travel up to 50% local to the territory
• Must provide proof of and maintain current immunizations and obtain additional immunizations appropriate for the facility which enables access to customer sites in order to perform essential job functions.
• 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 understan