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about 2 months ago
Requirements and responsibilities
About the roleCytovale is seeking a Senior Customer Success Executive to join our growing team and support the commercial implementation of the Cytovale system and IntelliSep test as part of a protocolized workflow in the Emergency department. This role drives successful implementation and adoption of our enterprise solutions, ensuring improved patient outcomes and operational efficiency across healthcare systems. As an individual contributor, you will participate in multi-functional team efforts and effectively communicate all aspects of the business to internal and external stakeholders.Key ResponsibilitiesEngage with internal teams to understand the unique requirements of each healthcare facility, ensuring data collection efforts align with customer needs and goals.Assist in gathering detailed initial data provided by customers, including workflow diagrams, protocols, screening criteria, and compliance tools; ensure data collection is thorough and accurate to support workflow assessments.Evaluate data from on-site observations of Emergency Department and Lab workflows to understand current practices, identify bottlenecks, and capture insights for optimized workflow design.Compare current workflows with desired outcomes; identify gaps and opportunities for improvement, ensuring initiatives and success metrics are clearly defined and agreed upon.Partner with medical affairs to synthesize collected data and insights into customer-facing reports outlining current vs. proposed state workflows; build a compelling case for change and align on success metrics.Serve as the primary point of contact between Sales, Medical Affairs, and the Customer; facilitate smooth communication and alignment on project goals and timelines.Collaborate with internal teams to create comprehensive project plans reflecting customer timelines and Cytovale best-practice recommendations, ensuring timelines are realistic and account for necessary steps and resources.Oversee implementation process and support field-based teams to ensure each step is executed efficiently and effectively.Partner with sales and medical affairs to prepare for and execute the medical implementation process, including integrating observation data into facility-specific meeting decks and supporting customers through the medical executive committee approval process.Maintain accurate records of key decisions and project milestones; create and share a weekly project summary to keep stakeholders informed and aligned on progress.Coordinate and lead post-implementation KPI review meetings in collaboration with medical affairs; solicit and capture customer feedback and discuss how analysis can evolve to better meet customer needs.Establish a process and cadence for tracking key performance metrics, including setting up systems to monitor utilization, compliance, and overall solution value.Document thoughts/ideas regarding new findings or interest in investigator-initiated studies, and communicate insights back to medical affairs to inform future R&D efforts.Core ValuesCommitment to Learning: take ownership of career development, continuously expand your skillset, and seek feedback.Change Agility: adapt to new initiatives and ambiguous situations with flexibility and resilience.Integrity: lead with honesty, openness, and respect; foster trust and collaboration.Values Diversity: cultivate an inclusive workplace celebrating diversity of thought and perspective.Accountability: hold yourself and your team accountable for delivering high-quality results.Vision: think strategically, craft a shared vision, and inspire your team to turn vision into action.Desired Skills and QualitiesThoughtful, analytical, and eager to learn about sepsis diagnosis.A collaborative spirit focused on continuous improvement across teams.Thrives in a dynamic, fast-paced environment, demonstrating resilience and resourcefulness.Demonstrated ability to drive enterprise solution adoption and capital equipment placements.Ability to cultivate relationships with key accounts and hospital system buyers.Ability to establish and foster reference customers.Willingness to participate in industry events and conventions to showcase Cytovale offerings and network.Minimum QualificationsBachelor’s degree; nursing credentials preferred.Combination of clinical and industry experience is ideal.Proven track record in driving hospital-level implementation projects.Ability to establish clinical credibility with customers.Excellent oral and written communication skills.Proficiency in MS Office.Preferred QualificationsBackground in startup medical products or equipment.Knowledge of the diagnostics industry.
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