Clinical Customer Success Manager

GE HEALTHCARE•Remote, OH

6d•$112,800 - $169,200•Hybrid

About The Position

This position is in GE Healthcare's MIM Software business, which provides vendor-neutral imaging software to standardize workflows and simplify clinical scenarios. Leading global healthcare organizations use MIM® for precise, personalized patient care. MIM believes the initial sale of software is just the first step, and maintaining a devoted customer base is a core strategy. The role involves understanding current customer needs, helping them overcome challenges in their clinical workflow, and evolving their use of MIM products. Candidates should have a strong track record of delivering exceptional, patient-focused results, developing deep and strategic account relationships, and executing strategic account plans. This role will work with the current Radiation Oncology customer base in various regions, requiring regular meetings during customer working hours, potentially outside of US business hours. Candidates located in the western United States are preferred to align with customer working hours. The job allows modification of procedures and practices as long as end results meet acceptable standards for quality, volume, and timeliness.

Requirements

5+ years of customer success management or similar experience preferably in a clinical setting
A bachelor’s degree is preferred
Highly competent in a multitude of IT capabilities to support business needs including CRM
Strong communication and interpersonal skills to build lasting connections
Time management and organizational skills with the ability to multitask
Proven ability to navigate hospital institutions
Willingness to travel nationally up to 30%

Responsibilities

Manage customer accounts both remotely and on-site
Collaborate to build and nurture customer relationships, foster a cohesive customer experience, and identify and solve problems before they happen
Understand departmental processes, how MIM products are installed and used, and various customer roles within their department (ex: Dosimetrists, Physicists, etc.)
Develop a clinical and anatomical knowledge base and MIM product expertise in Radiation Oncology
Recognize and engage customer stakeholders at managed sites to drive the effective utilization of MIM Software products, compelling customers to implement new processes and identify opportunities for cross-selling
Work in a cross-functional capacity across the organization to communicate customer needs and ensure customer follow-up takes place in a timely manner
Capture customer feedback and interactions in our CRM
Report to direct management on current customer activities such as software upgrades, training, proactive customer interventions, and service contract renewal
Provide software training, basic technical support, and new feature presentations to customers over the phone, online, and in person
Collect on and perform renewals of customer service and maintenance contracts
Join meetings outside of normal working hours to collaborate with colleagues in global offices