Senior Consultant, Customer Success

Cardinal Health•Atlanta, GA

2d•$136,900 - $156,400•Hybrid

About The Position

Cardinal Health™ WaveMark™ Solutions is a leading SaaS-based clinical supply chain and workflow management platform that helps healthcare providers and manufacturers optimize the management of medical supplies across the continuum of care. By combining advanced technologies such as RFID and barcode tracking, cloud-based software, predictive analytics, and automated inventory management with expert support services, WaveMark delivers real-time visibility and control over supplies ranging from everyday consumables to high-value implants and devices. Its solutions support operating rooms, procedural labs, clinical laboratories, and nursing units, connecting product usage to the patient record at the point of care while providing actionable insights that improve product availability, streamline clinical workflows, enhance patient safety, reduce costs, and strengthen overall financial and operational performance across health systems. The Senior Consultant, Customer Success plays a critically important role in the customer’s success and WaveMark’s business growth. This role provides professional executive level support to stakeholders to understand their strategic needs, build stable, long-term trusted relationships, and maximize account penetration and growth. This role will work closely with key customer decision makers and a team of Success Consultants to ensure that customers see value in the delivered WaveMark solution, ultimately leading to contract renewal and/or expansion. Territory: Primary customer base is located within the Atlanta, Georgia metro area.

Requirements

Bachelor’s degree or equivalent work experience preferred.
8+ years of experience in customer service support, working/leading large scale, complex integrations, account consulting or healthcare supply chain preferred.
Experience working with large, complex organizations preferably in healthcare a plus.
Experience in change management or Lean Six Sigma background preferred.
Strong listening and problem-solving skills and ability to develop plans to improve process efficiency.
Able to learn and understand technical details and act as a subject matter expert for hospital supply chain.
Able to travel for implementations and for customer and internal meetings.
Strong written and verbal communication skills to all levels of an organization highly preferred.
Computer proficiency in Microsoft Office products (Access, Excel, Outlook, PowerPoint, Word).
Customer/Vendor credentialing may be required (this may include vaccinations). More details will be provided if you are selected for an interview.

Responsibilities

Maintain a long-term relationship with key stakeholders for one or more accounts and driving revenue growth by identifying growth opportunities that align with customer strategic demands.
Operate independently with limited direct supervision, while also working with a multidisciplinary team.
Use data to tell a story that demonstrates customer success, WaveMark value, and ROI from utilizing the solution.
Results oriented, ensuring we deliver on existing commitments while also working to continuously improve processes.
Demonstrate a level of understanding of the customer’s culture to build effective relationships and gain trust.
Work collaboratively with internal and external teams including Operations, Customer Service, and Software Engineering during deployment process as well as identify opportunities post go live for improved analytics and enhancements to further differentiate our solutions.
Demonstrate strong communication skills; be comfortable presenting to and interacting with customers on a regular basis, including facilitation of meetings.
Define strategic direction and drive the creation, tracking, and completion of deliverables with internal and external stakeholders.
Collaborate with Sales team to Identify expansion opportunities and develop a growth strategy that will be successful with each customer.
Articulate WaveMark’s value proposition in a way that resonates with stakeholders.
Support project management and implementation by traveling for implementations and for customer and internal meetings.