Client Success Manager

Become part of our growing community of bright, motivated people who are dedicated and inspired by what they do best. Principled, honest, and supremely attentive are qualities that set us apart and guide our decisions, every day. Our creative approach to technology continuously breaks new ground so that our customers can do more. Over the last 17 years, Intelerad has grown into a leader of the medical imaging software industry. We take pride in being a world-class healthcare solutions company with more than 300 employees and over 1000 customer sites. Today, our distributed solutions play a vital role in the delivery of healthcare across 11 time zones, 3 continents, and counting

We are Intelerad. Join us if you care to make a difference in healthcare.

Job Summary:

The Client Success Manager is responsible for proactively engaging, nurturing and bringing success to our clients while also keeping Intelerad’s best interests at heart. The Client Success Manager ensures that our clients achieve their desired outcomes at every stage of their journey and that they realize continued value from our solutions and services. The Client Success Manager also ensures that clients are continuously getting the most value they can from our solutions and services to achieve their goals over the customer lifecycle.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Funnel customer feedback and recommend the most efficient improvements to Intelerad’s cross-functional teams in order to ensure end-to-end great customer experience;
• Work collaboratively with our Customer Success Specialists in delivering SOWs;
• Generate engagement on our upscale services by promoting training and driving new solution adoption in new client project needs;
• Be the client’s voice at Intelerad through a continuous feedback loop process, monitor customer usage data and lead meetings with main stakeholders using your strategic skills for account growth;
• Ensure development roadmap is aligned with the clients’ desired outcomes, improve overall client experience and bring value add
• Assess and initiate project requests to address clients’ needs and build comprehensive SOW
• Mobilize internal technical teams to meet clients’ goals
• Manage escalations for client issues, act as liaison between Intelerad technical departments and the client, ensure resolution and recommend process improvement
• Be the point of escalation for critical client issues and recommend process improvement
• Present client progress vs goals during business reviews
• Understand the client’s changing needs and update the plan accordingly
• Generate engagement and drive solution adoption along the customer journey; particularly during: go-live, on-going usage, solution upgrades and renewals - help clients get the most from product updates and new services as they become available
• Assess training needs, recommend delivery options and additional training development to support clients’ self-sufficiency
• Be the point of escalation for critical client issues and recommend process improvement

Required Experience/Skills:

• Bachelor’s degree in Business Administration, Computer or a related field or approval from VP, Client Success or

• 5+ years experience in customer facing roles
• 3+ years experience in the field of customer success or the equivalent, in improving customer satisfaction, adoption and loyalty
• Proven ability to demonstrate the value of software products and professional services
• Ability to build relationships with clients at both the operational and executive levels
• Proven experience in team management and ability to demonstrate collaborative leadership
• Experience to secure and maintain professional work relationships and interact with clients at all levels (experience with C-Suite executives is an asset)
• Exceptional communication, negotiation, and leadership skills
• Ability to communicate and build rapport with internal management and other company personnel
• This position requires up to 25% of travel, mainly in North America

This job description may not be inclusive of all assigned duties and the scope of the job may change as necessitated by business demands.

• Excellent customer service skills
• Excellent problem solving & analytical ability
• Displays high attention to problem description, detail, and impact
• Ability to work under pressure
• REMOTE & HYBRID WORKING ARRANGEMENT

#LI-Remote