Customer Success Consultant
I
IntradiemTechnology, Healthcare
Remote, USFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in project management, software implementation, or Workforce Management role. 3+ years experience with business consulting and process improvement.
- Required Skills
- Project ManagementMicrosoft ExcelChange ManagementSaaSPowerPointProcess improvement
Requirements
- Bachelor's degree or 5+ years of experience in project management, software implementation, or Workforce Management role
- 3+ years experience with business consulting and process improvement
- Experience interfacing with external customers, sales, consulting services and executive management
- Experience with SaaS software solutions
- Excellent Change Management skills, including the ability to influence, motivate and persuade
- Strong experience with Microsoft Excel, Word, and PowerPoint
- Strong ability to convey functional information to non-technical personnel at all levels; and good listening skills to translate requirements from non-technical customers into requirements for the Product Management team
- Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization
- Excellent written and oral communication skills, including presentation skills and ability to consult remotely and onsite
- Desire and ability to proactively research solutions and best practices
- Excellent reasoning and analytical skills
- Strong customer focus and service orientation
- Self-driven, with excellent time management skills
- Hands-on, individual contributor and collaborative team player
- Experience in the healthcare industry is preferred
- Experience with contact centers is preferred
Responsibilities
- Lead business decision meetings as the subject matter expert (SME) and trusted advisor, providing strategic guidance and consultation with customer's business team and Intradiem champions during implementations at a large healthcare customer
- Manage multiple implementation projects, ensure timely completion with quality results, prioritize responsibilities, and effectively track progress
- Build trusted advisor relationships with the customer’s executives and Intradiem champions to consult on best practices and proven solutions, maximizing the value and benefits of their Intradiem investment
- Configure and manage the solution to align with the customer's objectives and requirements identified during business delivery meetings
- Provide launch as well as ongoing support to the customer’s business team and other Intradiem champions, ensuring successful adoption by implementing Intradiem solutions and best practices
- Provide troubleshooting support to assist with tracking and measuring the initial adoption of Intradiem against customer defined goals and objectives to ensure successful implementation and usage
- Collaborate with internal cross-functional teams to develop and deliver high-quality services, maintaining strong working relationships to ensure customer satisfaction
- Identify, document and communicate best practices, key trends, and process improvements
- Conduct all business in accordance with Intradiem policies and procedures
- All other duties as assigned
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