Enterprise Customer Success Manager - Imaging Digital Solutions

GE HealthCare

6d•$135,520 - $203,280•Remote

About The Position

GE HealthCare is seeking a driven, results-oriented Enterprise Customer Success Manager (CSM) to join our Imaging Digital Solutions (IDS) team. As an Enterprise CSM, you’ll own a portfolio of our largest, most strategic health system accounts and be on the front lines building strategic partnership across multiyear, multi-product SKU relationships – partnering with modality partners, internal consultants, and customer change management leaders, as well as sales, project management, and product teams to set this high growth business up for continued success. The Imaging Digital Solutions business within GE Healthcare offers a portfolio of software solutions for radiology departments. These digital solutions help address clinical and operational challenges, enhancing the value of imaging equipment throughout its lifecycle. The IDS portfolio includes Imaging 360, which provides comprehensive data and tools like remote scanning and protocol management to uncover operational opportunities and drive change. All IDS solutions are sold with Customer Success services to ensure every customer has full adoption and realization of the value of their investment.

Requirements

5+ years experience in B2B SaaS or Healthcare Customer success role, with demonstrated experience managing enterprise or multi-site accounts
Experience with Healthcare, imaging strongly preferred
Experience supporting multiyear, multi-product subscription agreements and partnering with modality/equipment sales, internal consultants, and customer change management teams
Verifiable track record of customer retention and growth by driving adoption, engagement and experience across a portfolio of enterprise accounts
Aptitude for learning software and staying current on industry best practices
Ability to explain complex data and technical issues in non-technical terms
Comfortable in a dynamic, fast-paced, hyper-growth environment
Extreme owner, accountable for delivering only the highest level quality of work
Project management experience and/or experience managing multiple projects with separate stakeholders simultaneously
Strong ability to set and manage customer expectations while maintaining poise and positive relationships. Must be able to be consultative, prescriptive, and credible.
Experience working with a variety of stakeholders (i.e, Administration, IT, Physicians, C-Suite Executives, Finance)
Hands-on team player with a proactive nature. In a growth business, you will be expected to build new processes and tools.
Ability to travel 30% of the time.

Responsibilities

Own a portfolio of our largest, multiyear, multi-product enterprise accounts, serving as the primary Customer Success point of contact across every contracted IDS solution
Advise customers on best practices for transforming their imaging operations by leveraging the IDS platform while staying up to date on industry trends
Proactively manage the success of enterprise IDS customers in your portfolio to deliver consistent value and drive world-class adoption throughout the customer lifecycle
Act as a technology evangelist and change management leader, guiding customers through product/process change across the enterprise. Lead SOP development and guide customers as they define future state workflows.
Understand the top imaging initiatives (clinical and operational) and associated KPIs for the customers in your portfolio and form a strong point of view on how the full IDS portfolio can help them achieve those goals
Build strong relationships across all relevant stakeholders in the customer’s business, all internal stakeholders and supporting functions including modality partners, internal consultants, and customer change management leaders
Develop deep product expertise and understand how IDS fits into the broader ecosystem of tools, data and systems. Present and demo with ease.
Review and analyze usage data, health indicators, renewal dates, and growth opportunities in partnership with the sales team and modality partners
Surface insights and recommendations to customers as you interpret the data from our analytics products, translating them into clear, demonstrated outcomes
Design, coordinate and deliver tailored training sessions to ensure confidence with the platform and cultivate customer accountability across every site
Conduct account performance planning and reviews in partnership with the sales team, anchored on outcome generation and value realization
Resolve customer issues either alone or in collaboration with other IDS (Service, Sales, Operations, & Product)
Represent customer needs when articulating software product requirements or scoping services solutions
Inform the future of the IDS solutions platform through product feedback requests and proposals, both internally and customer-driven
Nurture customer advocacy in the form of references, referrals, and case studies
Coordinate closely with Project Management on implementation, rollout, and adoption timelines across multiyear, multi-product engagements