Customer Success Lead
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Full-time
Provide your expected compensation while applying
Posted about 3 years ago
Responsibilities
AgileMD works with top healthcare institutions to improve patient care and hospital operations.
As a Customer Success Lead at AgileMD, you will guide customers in improving patient care and hospital operations. You will be the voice of the customers internally and an expert advisor on evolving medical practice. Your responsibilities include leading implementation and client relationships, identifying key stakeholders and objectives, developing project plans, delivering trainings, conducting on-site visits, and customizing reports. You will also collaborate with the technical integration lead and product team to ensure customer satisfaction and contribute to feature prioritization. Regional and national travel is required.
Responsibilities:
- Lead AgileMD's end-to-end implementation and client relationships at health systems
- Manage the handoff from sales to customer success
- Determine clinical and business objectives for each department
- Prepare and deliver trainings for clinical content and usage of AgileMD
- Conduct on-site visits and derive insights for improvement
- Customize and provide reports post-implementation
- Collaborate with the technical integration lead and product team
- Work with sales leaders to expand interest and adoption of AgileMD
- Learn about AgileMD and the clinical decision support space
- Shadow current Customer Success Leads
- Complete training with the product and engineering teams
- Build relationships with hospital clients
- Understand core elements of clinical workflow
- Coordinate support interactions and handle advanced issues
- Revise custom implementations and solutions
- Attend release trainings and rollout sessions
- Share customer needs with the product team
- Build strong relationships with executive and operational leadership
- Handle support inquiries and provide creative solutions
- Maintain service and support content
- Help interview, onboard, and train future customer success hires
- Own relationships with multiple health systems
- Proactively identify ways to increase efficiency in customer success processes
- Mentor newer team members and recruit customer success leads