Customer Outcomes Manager, LeanTaaS

• Bachelor's degree in health sciences, engineering, business administration, or related field, or equivalent years of related experience
• 5+ years of professional experience in a client- or customer-facing role within the healthcare industry, with a thorough understanding of hospital operations. This could include healthcare management consulting, customer success, project management, or direct experience working for a health system
• A drive to constantly learn and improve without waiting to be told what to do. We will provide you with the tools you need to be successful if you are willing to take charge of your growth
• A results-driven attitude and willingness to take accountability for your work output and for the success of your customers
• A background in process improvement, software implementation and/or other customer-facing experience at a high-growth software company
• Experience working with C-suite executives or other high level leadership professionals
• Excellent communication and organizational skills (how you write your resume and approach us is a good litmus test)
• Strong project management skills, including managing multiple projects, coordinating cross functioning teams with dynamic deadlines
• Experience with data analysis using any tools (e.g., Excel, Tableau)
• Ability to consistently work Central or East Coast hours, with flexibility to support customers across all U.S. time zones
• Ability and willingness to travel 25-50% of the time

Desirable

• We have an office in Santa Clara, CA for employees who prefer to work regularly or occasionally from an office
• As a Customer Outcomes Manager, your primary focus will be maximizing the value our customers realize through our product suite
• This is accomplished by understanding the unique operational needs of each of your customers and developing deep relationships with leaders at all levels of their organization, from the scheduling teams to the C-suite
• Establish and maintain strong relationships with customer executive teams through quarterly business reviews and other relationship management strategies
• Articulate the benefits of our products to a variety of stakeholders - this includes explaining the financial return-on-investment to hospital CFOs, as well as educating other hospital leaders on operational improvements that can’t always be quantified
• Help refine our product vision and strategy by continuously educating inbound product managers on your customers’ stories and pain points and contributing detailed feature ideas to the product roadmap
• Ensure our newest product enhancements are adopted at your customer sites. Our product is growing rapidly and you will be responsible for providing your customer with the latest tools that we offer
• Advise your customers on how to solve all operational challenges they face in their perioperative departments. Our customers rely on us to guide them using a combination of software solutions and best practices from our experience with leading health systems across the country
• Build and run analytics to track customer operations and performance, helping them identify and resolve potential problems before they arise
• Partner with our Account Managers to help them identify opportunities to grow our presence at the health systems that use our products
• Work with marketing to produce case studies, customer videos, and presentations for industry events to highlight the results you’ve helped your customers achieve
• Provide exceptional support to your customers, including training on new features and functionalities and addressing ad-hoc needs as they arise