Client Success Manager

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 six 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 is responsible for proactively engaging, nurturing and bringing success to our clients while also keeping Intelerad’s best interests at heart. The Client Success Manager ensures that our clients achieve their desired outcomes at every stage of their journey and that they realise continued value from our solutions and services. The Client Success Manager also ensures that clients are continuously getting the most value they can from our solutions and services to achieve their goals over the customer lifecycle.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Gather customer feedback and recommend the most efficient improvements to Intelerad’s cross-functional teams to ensure a great customer experience.
• Generate engagement on our upscale services by promoting training and driving new solution adoption.
• Be the client’s voice at Intelerad through a continuous feedback loop process, monitor customer usage data and lead meetings with main stakeholders using your strategic skills for account growth.
• Ensure development roadmap is aligned with the clients’ desired outcomes, improve overall client experience and bring value add
• Assess and initiate project requests to address clients’ needs and build comprehensive Statements of Works (SOW)
• Manage escalations for client issues, act as liaison between Intelerad technical departments and the client, ensure resolution and recommend process improvement
• Be the point of escalation for critical client issues and recommend process improvement 
• Present client progress vs goals during business reviews
• Understand the client’s changing needs and update the plan accordingly
• Drive client retention across your allocated client base
• Generate engagement and drive solution adoption along the customer journey; particularly during go-live, on-going usage, solution upgrades and renewals - help clients get the most from product updates and new services as they become available
• Assess training needs, recommend delivery options and additional training development to support clients’ self-sufficiency
• Be the point of escalation for critical client issues and recommend process improvement

Qualifications

• 5+ years’ experience in customer facing roles
• 3+ years’ experience in the field of customer success or the equivalent, in improving customer satisfaction, adoption and loyalty
• Experience of working in a healthcare setting, ideally within the NHS
• Proven ability to demonstrate the value of software products and professional services
• Ability to build relationships with clients at both the operational and executive levels
• Proven experience in team management and ability to demonstrate collaborative leadership
• Experience of building and maintaining professional work relationships and interact with clients at all levels.
• Exceptional communication, negotiation, and leadership skills
• Ability to communicate and build rapport with internal management and other company personnel
• This position requires up to 25% of UK travel.

Additional Information

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment.

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Meet Intelerad’s Leadership Team: https://www.intelerad.com/en/about/leadership-team/

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