Product Implementation & Customer Success Manager, LeanTaaS

• Bachelor's degree in mathematics/statistics, engineering/physics, data science, related clinical field such as nursing, or equivalent years of related experience. Our products are data products, so a quantitative background is critical to the success of our PICS team
• At least 2 years professional experience in a client- or customer-facing role such as management consulting, project management, customer success, engineering, EHR, healthcare; we do consider candidates with limited experience if we see some extraordinary accomplishment(s)
• Excellent communication and organizational skills (how you write your resume and approach us is a good litmus test)
• 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
• Experience in project management and facilitating change management
• Experience with data analysis & visualization tools (e.g Tableau, Power BI)

Desirable

• Focus on driving operational improvement at our customers (requires up to 20% travel) 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 fellow product implementation and customer success team members, 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/expansions. Using project management skills and a high level of coordination, command firm control over project timelines and expectations across many LeanTaaS and customer stakeholders
• Facilitate analytically intense processes involving gathering data from sometimes disparate systems, exploring these data sets for abnormalities and preprocessing this data for deeper use and analysis
• In concert with the data onboarding team, work with customers to integrate their EHR data into our software
• Utilize business intelligence tools to correctly map the customer EHR fields utilized by our software for scheduling optimization
• Assign and monitor key metrics during implementations
• Perform quality control in after action reviews and work to continuously improve our internal project management plans for future projects
• Establish and maintain strong relationships with key customer contacts
• Conduct training and data troubleshooting support
• Monitor customer operations and operational outcomes by using internal tools and customer calls, verify that the product is working well on customer sites, and proactively solve problems
• Help refine vision and strategy, educating inbound product managers and other functional groups on your customers’ stories and pain points and contributing detailed feature ideas to the product roadmap
• 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