Customer Success Manager - Enterprise Imaging Cloud Solutions - Remote

UnitedHealth Group•Nashville, TN

6d•Remote

About The Position

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. As a Customer Success Manager, you will be the primary advocate for each customer, guiding them along a path to success and engaging resources across Enterprise Imaging to accelerate the expansion of our Imaging solutions within each customer. The ideal candidate is passionate about providing exceptional experience for every customer and motivated by shared success. We’re looking for a driven, innovative CSM who is interested in using his/her customer relationship management and strategic leadership skills to help us achieve our goal of being a trusted and valued partner for our customers. You will own the post-sales relationship and experience between EI and our customers, driving value realization and return on the client’s investment. You are an expert relationship builder and dynamic communicator with a successful track record of building rapport with customers. You are equally comfortable with creating and evaluating strategic plans as you are with executing the individual action items and details. The CSM will also quickly identify the customer’s needs and collaborate with the correct internal resources and work closely with them to ensure your customer’s needs are addressed in a complete and timely fashion. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

Requirements

5+ years of experience in customer account management or customer success role
Experience presenting and consulting with C-Suite and VP level executives
Proven track record with upselling, cross-selling or sales related activities
Ability to travel 10-15%25 of the time based on business needs

Nice To Haves

3+ years of experience in the Healthcare Industry
3+ years of experience in Project Management, Implementation and Support
Healthcare imaging and/or PACS specific experience
Experience with Cloud-based solutions
Experience managing new products and/or services
Experience working in analytics and providing actionable insights to leadership teams
CRM Tool experience
Experience with Gainsight CRM Tool

Responsibilities

Accountable as a single point of contact and escalation to track cross-department, cross-process or cross-site issues and facilitate closure through coordination of appropriate resources (both internal/external)
Assist customers to seek out opportunities to expand their usage and adoption of their EI Cloud solutions
Develop and execute regular Strategic Customer Success Plans in partnership with your assigned accounts
Drive Customer Engagement for all EI VOC programs. CSAT/NPS surveys, and Community User Groups
Develop relationships at all levels of a customer organization
Close the loop on all feedback received from the customer including product enhancement requests, outstanding issues, and strategic improvement initiatives
Track & monitor account status and identify areas of concern
Provide updates, executive summaries, and guidance to the EI executive team as required
Provide root-cause analysis of escalated issues when required. Lead ‘lessons learned’ initiatives as appropriate
Identify areas for improvement not only in our products and services but also in the Customer Success functions
Communicate internally with relevant stakeholders in sales, marketing, product, and engineering to make your customers' lives better through optimizing and improving existing products and services or identifying other products to improve customer outcome