Product Implementation & Customer Success Manager

Leantaas Charlotte , NC 28201

Posted 1 week ago

We're a fast-growing healthcare tech company that develops software that increases patient access to medical care by optimizing how health systems use expensive, constrained resources. More than 300 hospitals, health systems, and cancer centers - including Stanford Health, Duke University Health System, MultiCare Health, UCSF Health, Memorial Sloan Kettering Cancer Center, the University of Texas MD Anderson Cancer Center, UCHealth, OhioHealth, NewYork-Presbyterian, Johns Hopkins Medicine, and others - rely on our products to improve patient access, decrease wait times, and lower the cost of healthcare delivery. We've raised $110+ million dollars from prominent investors in healthcare, including $40 million from Goldman Sachs. Our team includes veteran executives and the brightest minds backed by industry leaders in the healthcare space. CBInsights recently named us among the top 100 AI companies in the world. Healthcare Innovation selected LeanTaaS as the 2019 winner in the Data Analytics category.

This role is based in Charlotte, NC, and is not a remote position.

Responsibilities

  • No Customer Left Behind!

  • As a Product Implementation and Customer Success Manager for our iQueue for Infusion Centers product, your primary focus will be driving 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 fellow product managers, marketing and sales to ensure that our products are making our customers successful.

  • You will 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.

  • You will independently manage customer implementations and/or ongoing relationships. This is sometimes an analytically intense process involving receiving accurate data and ensuring key users are identified and accounts are all provisioned. You will establish and maintain strong relationships with key customer contacts.

  • You will monitor customer operations and operational outcomes (using internal dashboards and customer calls), make sure that the product is working well on customer sites, and proactively solve problems.

  • You will 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.

  • You will educate many functional groups about customer successes and pain points. You will 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.

Requirements

  • At least 2-5 years professional experience in a client- or customer-facing role such as management consulting, enterprise product management, marketing or sales. We do consider candidates with zero experience if we see some extraordinary accomplishment(s).

  • A background in mathematics/statistics, engineering/physics, or data science. Our products are data products, so a quantitative background is critical to the success of our PMs.

  • Excellent communication and organizational skills. How you write your resume and approach us is a good litmus test. A blog, article, or any writing is a huge plus.

  • 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 with data analysis using any tools: Tableau/Excel/Python/SPSS/R.

  • Experience with project management and facilitating change management.

Nice to Have

  • Experience working on healthcare products / working with hospitals.

  • Experience with data or analytics products.

  • Experience working on enterprise software products.

Candidates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

LeanTaaS is an equal opportunity employer. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don't hesitate to reach out.

Please note: LeanTaaS is not accepting agency resumes at this time, and we are not responsible for any fees related to unsolicited resumes. Thank you.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Support Customer Experience Program Manager Customer Experience & Success

Microsoft Corporation

Posted 1 week ago

VIEW JOBS 10/20/2020 12:00:00 AM 2021-01-18T00:00 How would you like to leverage your strong program management expertise and customer obsession to drive initiatives which will transform our customers' experience with Microsoft Support? With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization seeks to know, guide, support, modernize, and transform our customers through empowerment, adaption, and constant iteration. We seek to create customer value by accelerating consumption and usage, delivering an easy and connected experience, and building trust through customer centricity. It is an amazing time for our industry. Microsoft has an opportunity to be a customer experience market leader and we need your leadership to help us act on it. The Support Customer Experience (CX) Programs Management Team is responsible for support transformation strategy and leading strategic support initiatives, which deliver a connected customer support experience and measurable impact in our customer support experiences. Key functions of the team include strategic program management of the Support CX Council, the Area Operating Model and other strategic support initiatives. These four Program Management opportunities will support the team on strategic initiative execution and ensuring visibility on progress and impact. Close partnership with leaders across the organizations outside of your immediate team will be necessary, as you will compile and synthesize data and information that will influence decisions at a senior level. You will bring proven experience in program management, solid understanding of both business and engineering priorities, analytical, financial, organizational, and communication skills. A passion for operational excellence, learning and mental agility will be valuable. Basic: * 5+ years of progressive experience in a fast paced, support operations or program management focused role * Solid program management including strategic planning, organization, execution, and follow-through * Skilled at cross organizational collaboration and influencing interpersonally, at all levels, to build alignment and drive closure on issues and results * Experience working in Support (customer experience design or support delivery) with Microsoft or the tech industry * Competency in the areas of analytical/financial thinking, creative problem solving, and process development, as well as the ability to manage multiple tasks/projects simultaneously * Thrive working under pressure and deadlines, with a strong ability to manage ambiguity and uncertainty, while driving clarity. * Ability to adapt and change with the needs of the organization and business * Manages confidentiality without exception; demonstrates outstanding judgment * High personal accountability for self and others and ability to model Microsoft values Preferred: * Strong knowledge and experience working cross-functionally with services / support, engineering, corporate headquarters, field teams, and customers, an excellent advantage * Bachelor's degree in engineering, business, finance, or related field, or equivalent * PMP Certification Location/Travel: You may be anywhere in the United States, with a preference for Charlotte, NC, Fargo, ND, Las Colinas, TX or Sammamish, WA. You can expect limited travel, less than 25%. Join us and be one who empowers billions! That's incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work. #bsp * Assume day-to-day responsibility for planning and driving programs towards successful completion. Ensure coordination with corporate priorities as well as group level priorities. Set the team's prioritization on activities, key events, and deadlines, then facilitate alignment of the extended leadership team resources to meet those objectives. * Facilitate decision making as new issues arise in areas such as, but not limited to, support capability / process design & optimization, tooling, and reporting * Establish, maintain, and enforce the rhythm of the business (RoB). Continually drive alignment to and execution of the core business priorities. * Identify, share, and leverage strategic insights to inform business plans and shape strategic program development * Drive internal communications for team meetings and other internal communications at major milestones.  Plan and manage team / program meetings including All Hands, staff meetings and manager meetings. Shape and influence the organization culture and work environment, ensure the mission and strategy are clear and properly cascaded within the organization. * Own process and rhythms for performance KPIs by managing and deriving insights and action plans to drive a culture of accountability and continuous improvement Microsoft Corporation Charlotte NC

Product Implementation & Customer Success Manager

Leantaas