Product Implementation & Customer Success Manager, iQueue for Infusion Centers

We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 190 health systems and over 1,200 hospitals and centers across 49 states rely on our award-winning products and expert change management services to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world.Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV. If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office.As this position includes travel to cancer centers with immunocompromised patients, we (and our healthcare customers) require proof of vaccination for COVID-19 and influenza. Please note that additional vaccinations may also be required by the customers we serve to work onsite with those customers.The Product Implementation & Customer Success (PICS) Manager is an individual contributor role focused on Customer Success, with an emphasis on building long-term relationships and ensuring our customers continue to realize value from our products. For customers with expansion opportunities, PICS Managers also lead those efforts. If you’re excited about enhancing healthcare delivery and making a difference, we’d love to have you on board!WHAT YOU'LL DOFocus on driving operational improvement at our customers (requires up to 20% travel) through our products - you will understand the unique operational needs of each of your customers, evangelize the products, build/run analytics on customer operations and performance, and work with fellow product implementation and customer success team members, marketing and sales to ensure that our products are making our customers successfulCommunicate technical requirements and ensure that customer IT and process teams clearly understand the data and setup needs for our product, iQueue for Infusion Centers, (as well as the transfer mechanisms) and coordinate required security and other auditsIndependently manage customer implementations/expansions. Leverage project management and coordination to align internal and external stakeholders on timelines and expectationsFacilitate analytically intense processes involving gathering data from sometimes disparate systems, exploring these data sets for abnormalities and preprocessing this data for deeper use and analysisIn concert with the data onboarding team, work with customers to integrate their Electronic Healthcare Records (EHR) data into our software Utilize business intelligence tools to correctly map the customer EHR fields utilized by our software for scheduling optimizationAssign and monitor key metrics during implementationsPerform quality control in after action reviews and work to continuously improve our internal project management plans for future projectsEstablish and maintain strong relationships with key customer contactsConduct training and data troubleshooting supportMonitor customer operations and operational outcomes by using internal tools and customer calls, verify that the product is working well on customer sites, and proactively solve problemsHelp refine vision and strategy, educating inbound product managers and other functional groups on your customers’ stories and pain points and contributing detailed feature ideas to the product roadmapWork with marketing on producing case studies, customer videos, etc. and help sales close deals as needed in the capacity of a subject matter expertWHAT YOU'LL BRINGBachelor's degree in mathematics, statistics, engineering, physics, data science, related clinical field such as nursing, or equivalent years of related experience. Our products are data products, so a quantitative background is criticalAt least 2 years professional experience in a client- or customer-facing role such as management consulting, project management, customer success, engineering, EHR, healthcare; we do consider candidates with limited experience if we see some extraordinary accomplishment(s)Exceptional communication, organizational and presentation skills (how you write your resume and approach us is a good litmus test)A maniacal obsession with customer happiness, success, and retention; you’re the type of person who will move mountains to solve problems and make people successfulProject management experienceAbility to influence change using data, logic and/or change management techniquesStrong analytical skills with hands