Product Implementation & Customer Success Manager, LeanTaaS

• Healthcare background in operations management or patient flow - a must!
• A Bachelor's degree or equivalent years of related experience
• 3+ years of professional work experience
• Experience working on healthcare products / working with hospitals
• Excellent communication and organizational skills
• A maniacal obsession with customer happiness, success, and retention. You’re the type of person who will move mountains to solve problems and make people successful
• Lean or Six Sigma training utilizing models like A3, DMAIC, or PDCA
• Willingness to travel to our customers' sites

Desirable

• Drive operational improvement at our customers through our products - you will understand the unique operational needs of each of your customers, evangelize the products, build/run analytics on customer operations and performance, and work with product managers, engineering, marketing and sales to ensure that our products are making our customers successful
• Communicate technical requirements and ensure that customer IT and process teams clearly understand the data and setup needs for iQueue (as well as the transfer mechanisms) and coordinate required security and other audits
• Independently manage customer implementations, take ownership of the accounts after a sales close and make sure that the product is configured correctly. This is an analytically intense process involving receiving accurate data and ensuring key users are identified and accounts are all provisioned
• Establish and maintain strong relationships with key customer contacts
• Monitor customer operations and operational outcomes (using internal dashboards and customer calls), ensure that the product is working well at customer sites, and proactively solve problems
• Help refine vision and strategy, continuously educating inbound product managers on your customers’ stories and pain points and contributing detailed feature ideas to the product roadmap
• Educate many functional groups about customer successes and pain points
• Work with marketing on producing case studies, customer videos, etc. and help sales close deals as needed in the capacity of a subject matter expert
• Travel for up to 50% of the time