Position Summary

You be working as a Customer Success Manager focused primarily in the Healthcare sector for an award-winning Customer Success team, as part of a fast-growing company. In this role you will work to deliver CriticalArc’s product line, namely SafeZone, to existing and prospective customers in the USA.

This is a wide-ranging role which will give the right candidate the chance to expand their experience in all aspects of Customer Success from technical work with software systems to marketing and project management. 

As part of the Customer Success team, your will be a critical and integral part of the sales and post sales organisation, through your technical knowledge, software delivery and communication skills.

You will work closely with the sales and bid team supporting prospects, consultants, partners and existing customers as a subject-matter expert to help our customers maximize their experience with our product portfolio, both during initial launch and ongoing throughout the client relationship.

This role will require extensive travel in Georgia/Carolinas with the potential for travel across the states as you progress.

Essential Job Functions

This is intended as an outline of the essential functions of the position:

Customer Success

• Helping to manage the transition from the client’s acceptance of proposal to program initiation

• Defining the scope, expectations and implementation approach of the program; then establishing and maintaining stakeholder commitment to this approach with weekly or bi-weekly update calls as required

• Working through Project Plans that outline the Project Management processes to include:scheduling of key deliverables, resources required, roles and responsibilities, risks, issues and dependencies according to CriticalArc’s quality standards

• Driving the implementation of the Project Plan

• Providing support, motivation and direction for the Client’s Project Team

• Provide Training to relevant teams in both train the user and train the trainer formats

• Compiling and presenting quarterly reports to customers showing their platform usage and their benchmarked position in the industry

• Seeking opportunities to develop new CriticalArc business with the client, based on a deep understanding of the client’s business; identifying and communicating to Sales Management such opportunities

• Ensuring clients are satisfied with the delivered project

• Providing Account Management to customers once live, encouraging further use of core features and providing information and training on any newly developed features.

Communications and Process

• Producing regular and accurate progress reports for the both Client and CriticalArc’s management teams

• Escalating issues to the right level of management in CriticalArc and the client organization, as appropriate

• Communicating within CriticalArc the lessons learned on any project

• Registering product ideas based on client feedback and areas for improvement

• Logging all support calls and dealing with them in a timely fashion.

Supplementary Tasks

• Assist the pre-sales team with presentations and demonstrations at customer sites, trade shows and conferences

• Assist the pre-sales team with tender and technical responses

• Assist with configuration of Single Sign On

• Assist the customer to understand API options and direct them to the appropriate technicians/developers at CriticalArc.

Accountabilities

• Generate Project Plans (via Wrike or MS Project) for each project which fully reflect the bid/deliverables requirements

• Communicate the plan and gain client buy-in and agreement

• Regularly update the client on progress against Plan

• Ensure that all aspects of customer projects are delivered on time and within the agreed budget

• Generate Closure Reports and ensure receipt of Acceptance Certificate(s)

• Secure client satisfaction.

Required Competencies

• Analytical and problem-solving skills

• Excellent written and oral communication (English – Mandatory)

• Results orientation

• Influencing and negotiating

• Methodology and best practice focused

• Exceptional organisational, planning and management skills employing appropriate tools such as Wrike, Microsoft Project, Excel etc

• Organisational awareness

• Leadership

• Technical/professional depth and credibility

• Client management.

Desirable Experience

• Prior engineering or consulting experience ideal, including large-scale software implementations that incorporate application modifications and multi-site delivery model

• Prior experience working with API’s and SDK’s

• Experience with Cloud based software or enterprise software experience preferred

• Proven track record in the management and reporting of project KPIs and schedule

• Working in the public/private sector (Healthcare or Universities)

• Single Sign On (SSO) Integration

• Mobile Technology

• Bluetooth Wearables and BLE Beacons