Customer Success Executive

Cytovale•,

1d•Remote

About The Position

The Customer Success Executive (CSE) plays a critical leadership role in leading enterprise implementations of IntelliSep across health systems. As the overall implementation leader and program owner, the CSE orchestrates cross-functional implementation activities, drives implementation governance, aligns customer and internal stakeholders, manages implementation risks, and maintains accountability for successful implementation outcomes. The CSE provides implementation leadership by orchestrating cross-functional execution across Medical Affairs, Field Application Scientists, Data Science, Sales, Customer Service, and other internal functions. While accountable for overall implementation success, the CSE leverages the expertise of functional teams responsible for technical, clinical, operational, and commercial execution within their respective areas of ownership.

Requirements

Bachelor's degree in healthcare, life sciences, nursing, business, engineering or a related field.
Minimum of 10 years of experience leading enterprise healthcare technology implementations, implementation program management, customer success, clinical operations, laboratory operations, or other customer-facing leadership roles
Demonstrated success implementing complex medical technologies within acute care hospitals or integrated delivery networks
Proven experience leading enterprise implementations involving executive, laboratory, clinical, operational, and information technology stakeholders across multiple concurrent workstreams
Exceptional presentation, communication, executive facilitation, stakeholder management and influence skills
Strong enterprise implementation program management, organizational, governance, and problem-solving abilities, including experience developing integrated implementation project plans, managing critical path activities, facilitating governance meetings, tracking action items, and leading multiple complex customer implementations simultaneously
Demonstrated ability to lead cross-functional implementation programs through influence rather than direct authority in a fast-paced, high-growth environment
Advanced proficiency in Microsoft Office with the ability to independently develop executive presentations, implementation project plans, dashboards, implementation documentation, and customer-facing materials

Nice To Haves

Experience leading enterprise implementation programs involving multiple concurrent workstreams, executive governance, organizational change management, and cross-functional stakeholder alignment
Demonstrated ability to build credibility and influence executive, clinical, laboratory, operational, and information technology stakeholders across complex healthcare organizations
Frontline experience in clinical care, healthcare technology, or hospital operations, with an understanding of how new technologies are implemented and adopted within hospital environments
Familiarity with laboratory operations, emergency department workflows, clinical implementation, healthcare information technology, and regulated healthcare environments
Experience interpreting operational or clinical data to measure adoption, program success, and organizational outcomes
Experience leading executive business reviews, customer governance meetings, and executive implementation reviews

Responsibilities

Develop executive working relationships with executive sponsors, laboratory leadership, clinical stakeholders, information technology teams, and operational leaders
Establish governance structures and communication plans that maintain alignment across customer and Cytovale stakeholders
Lead executive communications, governance meetings, implementation updates, risk discussions, and customer business reviews.
Develop an understanding of each customer's organizational priorities, success metrics, workflows, and strategic initiatives
Balance customer priorities with Cytovale implementation best practices
Develop, own and maintain the integrated implementation project plan across customer and Cytovale workstreams, ensuring alignment of milestones, critical path activities, dependencies, implementation governance, resource planning and overall program execution
Lead execution of the integrated implementation plan by orchestrating cross-functional workstreams across Laboratory (FAS), Clinical (Medical Affairs), Technical Service & Support, Customer Service, Information Technology, Data Science, Sales, and other internal functions
Lead implementation governance meetings that align customer stakeholders and Cytovale functional teams on implementation priorities, project status, resource planning, risks, dependencies, and executive decisions
Identify implementation risks early, develop and maintain mitigation plans, coordinate cross-functional resources, proactively remove implementation barriers, and drive timely resolution of issues
Guide customer stakeholders through implementation by ensuring clear understanding of upcoming project milestones, responsibilities, dependencies, key decision points and implementation expectations
Lead organizational readiness planning with site leadership to align implementation activities, workflow integration, operational planning, change management, and go-live readiness
Maintain accountability for overall implementation execution by ensuring commitments are completed, milestones are achieved, dependencies are resolved, and implementation activities remain on schedule while enabling functional teams to execute within their areas of expertise
Track implementation milestones through governance meetings, action items, implementation documentation, decision tracking, and milestone reviews to ensure successful execution and launch readiness
Align customer stakeholders and internal teams around implementation objectives, adoption goals, success metrics, and long-term operational outcomes
Monitor implementation progress, program health, adoption metrics, implementation KPIs, and overall implementation readiness throughout the customer lifecycle, ensuring successful transition from implementation to ongoing customer sucess
Lead recurring customer governance meetings, KPI reviews, executive business reviews, and success planning sessions
Coordinate with Medical Affairs, Data Science, and other functional teams to review implementation progress, adoption trends, customer feedback, and opportunities for continuous improvement
Lead executive-level customer escalations by coordinating cross-functional response plans, maintaining proactive executive communication, and ensuring timely resolution of implementation issues
Capture customer feedback, identify implementation trends, and drive continuous improvements to implementation processes and the overall customer experience