Healthcare Customer Success Manager

Q-Centrix

10d • $80,000 - $90,000

About The Position

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Q-Centrix is the largest exclusive provider of clinical data management solutions to acute care hospitals. A market disruptor and innovator, Q-Centrix believes that there is nothing more valuable than clinical data as it is critical in delivering safe, consistent, quality healthcare for all. Bringing together deep expertise across providers, clinical knowledge, data and software, Q-Centrix provides an integrated approach that can redefine and streamline the data management and real-world application process for the healthcare industry, thereby enabling increased efficiency and exciting new solution opportunities.
Providing the industry’s first Enterprise Clinical Data Management (eCDM™) platform, Q-Centrix utilizes its market-leading software, the largest and broadest team of clinical data experts, a modern-stack software and reporting data structure, and best practices from its 1,200+ hospital partners to securely extract, curate, structure, and enhance clinical data at the highest quality level. The resulting high quality structured clinical data is then utilized to support reporting demands, drive improved care delivery, meet financial and operational needs, enable population health workflows and power broad research use cases. Its solutions cover a breadth of clinical segments, including cardiovascular, oncology, infection prevention, trauma and real-world data applications. Q-Centrix’s platform enables its partners to access valuable clinical information that may otherwise be trapped across multiple workflow systems and clinical information platforms. Q-Centrix is positioned for continued growth as they integrate new capabilities and business lines.
Job Summary:
The Partner Success Advisor (PSA) will work closely with our hospital and health system partners to demonstrate the company’s broad value proposition while managing accounts in a typical account management capacity. Specifically, the PSA is a key driver of partner value by supporting them with the best practices, case studies, analytics, and other partner resources to unlock the full value of their relationship with Q-Centrix. By delivering surplus value to each customer—in each and every interaction—the Partner Success Advisor will create deep customer intimacy and knowledge. This customer intimacy will allow the Partner Success Advisor to be uniquely positioned to partner with the business development team to drive revenue growth within their supported partner organizations, as measured by orders and revenue growth.
The ideal Partner Success Advisor candidate is an individual who can balance value-added and day-to-day management of accounts with commercial interactions. They must be able to work seamlessly across and develop positive working relationships with all Q-Centrix’s matrix of functional areas, especially marketing, business development, and partner transformation. The individual will also possess superior consultative expertise and demonstrate excellent interpersonal skills, a strategic mindset, and an outstanding ability to balance the priorities of both customers and the Company.

Requirements

• Bachelor’s degree and/or technical degree in business or related field.
• Ability to simultaneously manage multiple projects and partners.
• Exhibit our core behaviors and beliefs of learning, innovating, collaborating, improving, and accountability while demonstrating empathy and humility daily.
• Ability to quickly establish consultative capabilities with partners through trust and leadership.
• Demonstrated ability to work directly with clients and convey expertise and confidence.
• Exceptional verbal and written communication skills, as well as interpersonal and relationship-building capabilities.
• Demonstrated ability to work in a collaborative and matrixed team environment.
• Ability to work independently and manage multiple tasks and projects; a self-motivated and results-driven professional.
• Legally able to work in the United States without sponsorship

Nice To Haves

• At least five years of experience in clinical quality.

Responsibilities

• Deliver outstanding partner experience for core solutions delivery.
• Build and nurture strong relationships with hospital quality executives and act as the main point of contact and liaison for all client-side stakeholders.
• Manage and communicate partner expectations and client scopes of work from implementation through the entire customer journey (for core solutions, e.g., abstraction).
• Increase partner engagement with our core technology while creating and tracking internal dashboards to assess real-time metrics related to facility performance.
• Deliver surplus value to partners.
• Consult and assess partners' broader challenges regarding clinical quality management.
• Share partner transformation resources as appropriate—e.g. best practice studies, regulatory updates, templated data reports, access to relevant webinars, networking with other quality leaders, etc.—and provide guidance on how best to implement learnings at their respective organizations.
• Keep an active eye on the market regarding potential new challenges or best practices. Share with partner transformation team as well as partners.
• Help drive Orders growth within assigned partners.
• Prospect extensions and expansions. Partner with business development to convert leads into opportunities.
• In partnership with business development, communicate value delivered from existing partners/relationships to new prospects.
• Grow partner revenue through upsell renewals.
• Demonstrate customer advocacy.
• Keep an active pulse on customer satisfaction to our core solutions/offerings, identifying opportunities for continued improvement which can be shared with the Company’s operational team (recruiting, staffing, implementation, and delivery).

Benefits

• Robust benefits package including medical, vision, dental, health savings accounts, company paid short- and long-term disability, employee assistance program, paid parental leave, life insurance, accident insurance, and other voluntary benefit programs for employees and their eligible dependents.
• 401(k) retirement plan with a company match.
• Opportunities for professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees