Clinical Nurse Consultant – Customer Success

ICU Medical•Jefferson City, MO

13d

About The Position

The Customer Success Nurse Consultant (CSNC) is responsible for ensuring post-go-live success for ICU Medical’s full line of infusion devices and consumables. This role focuses on exceeding customer expectations following implementation by providing proactive support, clinical guidance, infusion data analysis, and strategic follow-up. CSNC works closely with the implementation teams to ensure a seamless transition and serves as a trusted resource for customers during the post-implementation phase. Essential Roles and Responsibilities Customer Engagement & Support o Serve as the primary clinical contact for assigned post-implementation accounts. o Provide timely responses to customer inquiries and proactively follow up to ensure satisfaction. o Deliver customer-facing presentations and training as needed. Cross-Functional Collaboration o Partner with Sales and professional services to develop strategies that enhance customer experience. o Collaborate with the Implementation Team, Technical Support Center (TSC), and Global Complaint Management (GCM) to ensure coordinated post-go-live support. Support Data Analytics Program o Ability to analyze infusion data o Ability to analyze and interpret clinical reports across multiple infusion platforms o Present data analysis and strategies to customer stakeholders to improve outcomes Performance Monitoring & Strategic Insights o Create, implement, and monitor key performance indicators (KPIs) that drive long-term customer success. o Provide clinical expertise to enhance the customer experience in support of customer satisfaction initiatives Tools & Documentation o Develop customer-facing tools, templates, and status reports for leadership and Professional Services. o Maintain accurate and timely documentation of customer interactions, communications, and complaints in the business automation system. Product Expertise o Maintain a deep understanding of ICU Medical’s infusion products and services to provide expert guidance and support. o Strong clinical practice background

Requirements

BSN required
Unrestricted [RN] nursing license required
Unrestricted driver license required
Minimum of 5 years acute care clinical experience, preferably in infusion therapy or related fields.
Strong communication, presentation, and interpersonal skills.
Proficiency in Microsoft Office Suite and CRM/business automation systems.

Nice To Haves

Experience in clinical consulting, clinical informatics, or post-implementation support is highly desirable.
Experience in clinical education and leadership is a plus
Experience using Tableau is a plus

Responsibilities

Serve as the primary clinical contact for assigned post-implementation accounts.
Provide timely responses to customer inquiries and proactively follow up to ensure satisfaction.
Deliver customer-facing presentations and training as needed.
Partner with Sales and professional services to develop strategies that enhance customer experience.
Collaborate with the Implementation Team, Technical Support Center (TSC), and Global Complaint Management (GCM) to ensure coordinated post-go-live support.
Ability to analyze infusion data
Ability to analyze and interpret clinical reports across multiple infusion platforms
Present data analysis and strategies to customer stakeholders to improve outcomes
Create, implement, and monitor key performance indicators (KPIs) that drive long-term customer success.
Provide clinical expertise to enhance the customer experience in support of customer satisfaction initiatives
Develop customer-facing tools, templates, and status reports for leadership and Professional Services.
Maintain accurate and timely documentation of customer interactions, communications, and complaints in the business automation system.
Maintain a deep understanding of ICU Medical’s infusion products and services to provide expert guidance and support.
Strong clinical practice background