Job Description Summary

We are looking for a highly driven Customer Success Manager to join our Imaging Digital Solutions team who is passionate about changing healthcare for the better. As part of GE Healthcare’s Imaging Digital Solutions team, you will serve as a trusted advisor to health systems and physician partners around the country. You will help customers adopt improved clinical workflows, implement operational improvements, and get maximum value from GE Healthcare’s Imaging 360 platform.
GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

The Imaging Digital Solutions business within GE Healthcare offers a portfolio of software solutions for radiology departments. These digital solutions help radiology departments address clinical and operational challenges and increase the value that their imaging equipment offers throughout its lifecycle.

The Imaging Digital Solutions (IDS) portfolio includes:

• Imaging 360 for Operations: A single platform to provide radiology specific department analytics, cloud-based radiology imaging protocol management tools, a remote collaboration tool for CT and MR technologists and a Dose monitoring solution. It provides the comprehensive data to uncover operational opportunities across an enterprise, and, just as important, the tools to act and drive changes.

All solutions are sold with comprehensive Digital Adoption services, lead by our Customer Success/Digital Adoption Team.

As part of our team, your responsibilities will be to:

• Ensure that technical implementations meet the needs of clinical champions by performing Clinical Needs Assessments

• Ensure an optimal product onboarding experience by executing digital adoption programs

• Ensure a customer has an optimal training experience by designing and executing training plans

• Help customers understand and interpret the data in our analytics products; provide operational recommendations, insights and opportunities for improvement

• Be a technology evangelist and change management leader with a fierce customer-first mindset

• Act as a conduit for recommending and providing access to useful assets, resources and specific expertise within GE Healthcare (ex. Clinical and technical experts).

• Illustrate business value by defining clear metrics and proof points for all customer engagements, nurturing reference sites, and helping product and marketing teams create and validate Customer Success case studies

• Help customers prepare for, understand and manage changes to the products and services they have purchased

• Be the ‘voice of the customer’ and provide data driven internal product feedback to maximize customer value and retention over time

• Update customer health scores and maintain customer relationship documentation using Gainsight

• Do ongoing discovery to understand underlying customer business need and desired customer outcomes

• Keep internal stakeholders (sales, marketing, product) updated on the status of or help needed with a customer’s adoption program

• Become a trusted advisor to radiology departments, identify expansion opportunities and recommend valuable new options and upgrades

• Support and provide improvements to new and existing digital adoption playbooks, assets and programs

Minimum Requirements

• 4 year university degree in business management, sales, engineering, clinical or related discipline

• 5+ years experience in healthcare services OR customer succe

• You're a tech savvy person with experience demoing and explaining software to users at a variety of skill levels and knowledge

• You have a proven ability to identify and execute against expansion opportunities within your book of business

• You have experience in and enjoy working with a variety of stakeholders (i.e. Medicine Engineering, Administrations, IT, Physicians, C-Suite Executives, Finance)

• You are a hands-on team player who likes to get stuff done and is fully accountable for delivering against agreed-upon performance metrics.

• You have a self-driven and proactive nature with a high EQ.

• You have excellent written and verbal communications skills, are organized and have natural project management skills.

• You have a customer-focused mindset.

• You are comfortable with up to 25% travel and are willing and able to travel across the entire US.

• Fluent in English (written and oral).

Preferred Requirements

• Experience in healthcare services, specifically for radiology care delivery systems (in either sales, consulting, account management, or a Customer Success role)

• You have excellent knowledge of healthcare processes and the industry.

• Strong preference for candidates with relevant clinical background (e.g Technologist, Sonographer, Registered Nurse)

• You have a background in a Radiology-focused role (preferably on MR/CT scanners) that helps you to understand our customers.

• You have relevant experience with data analytics in a clinical context and are aware of technologies in this field.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

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For U.S. based positions only, the pay range for this position is $107,120.00-$160,680.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Additional Information

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.