Customer Success Consultant

Cardinal Health•Philadelphia, PA

3d•Onsite

About The Position

As a digitally automated clinical supply chain solution, Cardinal Health™ WaveMark™ Solutions leverages predictive modeling and automated inventory management — coupled with expert support services — to empower health systems' clinical and supply chain teams to optimize clinical workflows and improve efficiency. With WaveMark offerings in operating rooms, procedural labs, clinical labs and nursing units, hospitals gain enterprise visibility of their supply chain to support product availability, optimize clinical workflows, improve financial performance, and enhance patient safety. Using barcode and RFID technology, WaveMark links product usage to the patient record at the Moment Of Care (MOC), providing both inventory documentation and real-time product level insights to help protect patients from recalled or expired products. Job Summary The Customer Success Consultant (CSC) is critically important to the customer’s success in utilizing the WaveMark solution. The CSC’s will be expected to provide professional on-site customer support for the WaveMark system, helping customers with concerns or issues, and building strong trusted relationships with clinical, supply chain, and technical staff. The CSC executes on the strategic plan and ensures that all WaveMark-enabled departments are utilizing the full WaveMark portfolio in support of patient safety, staff efficiency, and financial performance.

Requirements

Bachelor’s degree or equivalent work experience preferred.
3-5 years of experience in account management, customer service support, account consulting or healthcare supply chain preferred.
Customer service/client facing, problem-solving and analytical skills highly desired.
Experience guiding customers through solution adoption and change management highly desired.
Strong written and verbal communication skills highly desired.
Computer proficiency in Microsoft Office products (Access, Excel, Outlook, PowerPoint, Word) preferred.
Customer/vendor credentialing is required (this may include vaccinations). More details will be provided if you are selected for an interview.
Ability to travel 75-85% (domestically).
Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects
May contribute to the development of policies and procedures
Works on complex projects of large scope
Develops technical solutions to a wide range of difficult problems
Solutions are innovative and consistent with organization objectives
Completes work; independently receives general guidance on new projects
Work reviewed for purpose of meeting objectives
May act as a mentor to less experienced colleagues

Responsibilities

Provide support for WaveMark accounts, which could range from a single hospital department to an IDN (Integrated Delivery Network).
Cultivate relationships with new and established customers to ensure successful customer experience.
Complete site visits to each customer account with appropriate frequency.
Master the full range of WaveMark products/services and keep up with new releases.
Responsible for customer advocacy to ensure issues are resolved in a timely and effective manner while adhering to WaveMark policies and procedures.
Work in a cross functional team consisting of Operations, Engineering, Customer Support, and other functions to ensure successful installation and adoption of the WaveMark solution.
Serve as a subject matter expert with customers for on-site troubleshooting technical issues.
Participate in product development initiatives including new product design, documentation review, and ensure that customers benefit from new products and enhancements.
Drive improvement in key Account Health metrics.
Communicate system updates to local clinical staff and super- users.
Ensure all account-level meetings and conversations are documented.
Work closely with customer service team to help support customer service issues.
Deliver local staff solution training i.e..., Mobile Hospital, Dashboard, and system reports.
Deliver hospital-level Quarterly Business Reviews to key stakeholders that will help drive towards customer goals and WaveMark best demonstrated practices.
Able to travel 75-80% of time. This includes supporting customers during project planning, implementation and on-site issue resolution.

Benefits

Cardinal Health offers a wide variety of benefits and programs to support health and well-being.
Medical, dental and vision coverage
Paid time off plan
Health savings account (HSA)
401k savings plan
Access to wages before pay day with myFlexPay
Flexible spending accounts (FSAs)
Short- and long-term disability coverage
Work-Life resources
Paid parental leave
Healthy lifestyle programs