Customer Success Manager Client Services (Remote)

We are seeking a dedicated and proactive Customer Success Manager to join our dynamic team at VieCure. In this role, you will lead end-to-end operational management of external client projects, focusing on building strong relationships and monitoring client experiences with our software solutions. You will act as a trusted advisor, ensuring clients achieve their desired outcomes through product activation, adoption, and satisfaction.

The Customer Success Manager – Client Services will be responsible for driving project results and deliverables by actively managing all contract components using disciplined project management methodologies. Reporting to the VP of Client Services, you will have overall accountability for client success in utilizing the VieCure platform, ensuring measurable benefits through effective application and maximizing discrete data use to enhance patient care while contributing to our data commercialization strategy.

In this role, you will own allocated client projects, executing client agreements from initiation through post-delivery and continued support. You will mediate priorities among cross-functional teams, skillfully navigating challenges through expert planning and detailed coordination of activities between clients and company personnel.

Your responsibilities will include meeting revenue and cost projections, steering cross-functional team efforts, project planning and timeline scheduling, monitoring progress, problem-solving, contingency planning, and leading client update meetings. Additionally, you will manage, mentor, and provide guidance to all project resources within your sphere of control, including both internal staff and potentially client personnel.

To succeed, you will develop a thorough understanding of the technical and functional aspects of the VieCure platform, ensuring you can effectively support our clients and drive their success.

Key Responsibilities:

• Serve as the primary point of contact for assigned clients, ensuring their needs are met and expectations are exceeded.
• Monitor client health metrics and proactively identify opportunities for increased engagement and product usage.
• Conduct regular check-ins and reviews with clients to assess their satisfaction and gather feedback for continuous improvement.
• Collaborate with the product and support teams to address client issues and advocate for enhancements based on client needs.
• Develop and maintain strong relationships with key stakeholders within client organizations to ensure ongoing alignment and success.
• Create and deliver reports and presentations on product usage, outcomes, and success stories to clients and internal teams.
• Identify upsell and cross-sell opportunities within the client base to drive revenue growth.
• Stay informed about industry trends and best practices to provide clients with relevant insights and recommendations.

Qualifications:

• Bachelor’s degree in a related field; advanced degree preferred.
• 3+ years of experience in customer success, account management, or related roles, preferably in the healthcare or software industry.
• Strong understanding of medical oncology and healthcare technology is a plus.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Proven problem-solving skills and a proactive approach to client management.
• Ability to work independently and as part of a collaborative team in a fast-paced environment.
• Proficiency in CRM software and tools for tracking customer success metrics.

Experience

• 5+ years of related healthcare experience desirable
• Clinical background advantageous but not required, i.e., nurse, lab tech, radiation therapist, medical assistant, etc.
• Knowledge of project management concepts and methodology. Able to participate in project planning sessions.
• Oncology Language / Terminology understanding including knowledge of clinical workflows in Radiation or Medical Oncology advantageous.
• Experience in cloud-based software implementation, which may include end user training, and supporting implemented software systems.
• Experience working with providers and other clinical and operational personnel within Oncology is a plus.
• Significant experience of EMR implementations and/or management in a lead role in a system implementation / Software as a service (SaaS) environment
• Ability to assess current state workflows. Plan and document future state workflows based on best practices.
• Ability to work well in a team environment, accepting and offering constructive feedback, supporting team goals, and encouraging other team members.
• Ability to multi-task, complete assigned tasks independently with little to no guidance with close attention to detail.
• Ability to analyse and troubleshoot problems and offer solutions.
• Generally, Tech savvy

Technical Competencies

• Previous experience with EMR platforms or technology implementations in a clinical setting: (MOSAIQ, Aria, OncoEMR Centricity/ULS, LabCorp, Nucleus, as an example of EMR platforms).
• Familiarity and appropriate competent use of project management applications (ClickUp, MS Project, SmartSheet, etc.)
• An understanding of Product Management and Development
• An understanding of Data Conversion and Interface Building highly desirable
• Proficiency in MS Office 365

What We Offer:

• Competitive salary and benefits package.
• Opportunity to make a significant impact in the healthcare industry.
• A collaborative and inclusive work environment.
• Professional growth and development opportunities.

How to Apply:

If you are passionate about customer success and are looking for an opportunity to work with a forward-thinking team at VieCure, please submit your resume and a cover letter detailing your relevant experience!