Clinical Customer Success Manager

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Requirements:

• 5+ years of customer success management or similar experience preferably in a clinical setting
• A bachelor’s degree is preferred
• Highly competent in a multitude of IT capabilities to support business needs including CRM
• Strong communication and interpersonal skills to build lasting connections
• Time management and organizational skills with the ability to multitask
• Proven ability to navigate hospital institutions
• Willingness to travel internationally up to 30%

Responsibilities:

• Manage customer accounts both remotely and on-site
• Collaborate to build and nurture customer relationships, foster a cohesive customer experience, and identify and solve problems before they happen
• Understand departmental processes, how MIM products are installed and used, and various customer roles within their department (ex: Dosimetrists, Physicists, etc.)
• Develop a clinical and anatomical knowledge base and MIM product expertise in Radiation Oncology
• Recognize and engage customer stakeholders at managed sites to drive the effective utilization of MIM Software products compelling customers to implement new processes and identify opportunities for cross-selling
• Work in a cross-functional capacity across the organization to communicate customer needs and ensure customer follow-up takes place in a timely manner
• Capture customer feedback and interactions in our CRM
• Report to direct management on current customer activities such as software upgrades, training, proactive customer interventions, and service contract renewal
• Provide software training, basic technical support, and new feature presentations to customers over the phone, online, and in person
• Collect on and perform renewals of our customer’s service and maintenance contracts