Customer Success Project Manager

Biointellisense

1d•$120,000 - $140,000•Remote

About The Position

The Customer Success Project Manager will report to the VP of Customer Success. Within the Operations team there are five groups: Integrated Supply Chain, Data Services; Program Management, Technical Solution Delivery and Customer Solution Delivery. This role will be in the Customer Solution Delivery group and be responsible for new program integrations with health systems and continuing to support customers as they grow. The ideal candidate will be responsible for leading cross functional project teams, defining project scope, planning, coordinating, and implementing projects within the decided-upon budget, timeline, and scope. They will be responsible for developing, tracking, and reporting on the projects. They will effectively monitor and present project updates to relevant stakeholders, customers, or project team members. The ideal candidate displays a professional and polished demeanor while also exhibiting an exceptional commitment to confidentiality, accuracy, detail, and project follow-up.

Requirements

Bachelor’s degree required
6-10 years of experience in program management or related discipline
Ability to learn all functions of the business and build bridges between functions to further the overall goals of the organization – must be a collaborator and communicator
Accepts responsibility and accountability for project success and associated key decisions
Continuous improvement mindset and a result and quality driven approach
Advanced analytical skills: demonstrated ability to troubleshoot complex process/system issues
Strong communication skills: ability to prioritize and manage multiple simultaneous initiatives
Experience with Salesforce and with project management tools such as Jira or Smartsheet

Nice To Haves

Project Management Professional (PMP) certification or similar certification is a plus
Experience project managing an implementation with a healthcare customer is a plus
Healthcare experience and medical device experience preferred

Responsibilities

Develop and maintain strong relationships with customers to ensure successful project outcomes and high levels of customer satisfaction
Oversee the planning, execution, and delivery of customer success projects, ensuring they meet deadlines, budget, and quality standards
Work closely with internal teams (e.g., business development, product, integrations, support) to align project goals and drive successful implementation of customer solutions
Manage and streamline the onboarding process for new customers, ensuring a smooth transition and effective use of products and services
Act as the primary point of contact for resolving any project-related issues or challenges, ensuring timely and effective solutions
Gather and analyze customer feedback to identify areas for improvement and to enhance the overall customer experience
Maintain comprehensive project documentation and provide regular updates and reports to stakeholders on project status and outcomes
Collaborate with leadership to develop and implement strategies to drive customer success
Evaluate project processes and outcomes to recommend and implement improvements for greater efficiency and customer satisfaction