Senior Customer Success Executive

Cytovale•South San Francisco, CA

2d•Remote

About The Position

Cytovale is seeking a Customer Success Executive to join our growing team and support the commercial implementation of the Cytovale system and IntelliSep test as a part of a protocolized workflow in the Emergency department. This role plays a critical part in driving the successful implementation and adoption of our enterprise solutions, ensuring improved patient outcomes and operational efficiency across healthcare systems. As an individual contributor, you will participate in multi-functional team efforts and effectively communicate all aspects of the business to internal and external stakeholders.

Requirements

Bachelors degree, Nursing credentials preferred
A combination of clinical and industry experience is ideal for this role
Proven track record in driving hospital-level implementation projects
Ability to establish clinical credibility with customers
Excellent oral and written communication skills
Proficiency in MS Office

Nice To Haves

Background in startup medical products or equipment.
Knowledge of the diagnostics industry
Thoughtful, analytical, and eager to learn about sepsis diagnosis.
A collaborative spirit, fostering continuous improvement across teams.
Thrives in a dynamic, fast-paced environment, demonstrating resilience and resourcefulness.
Demonstrated ability to drive enterprise solution adoption and capital equipment placements.
Cultivate relationships with key accounts and hospital system buyers.
Establish and foster reference customers.
Participate in industry events and conventions to showcase Cytovale's offerings and foster networking opportunities.

Responsibilities

Engage with internal teams to understand the unique requirements of each healthcare facility. This collaboration ensures that all data collection efforts are aligned with the specific needs and goals of the customer.
Assist in gathering detailed initial data provided by customers, including workflow diagrams, protocols, screening criteria, and compliance tools. Ensure that data collection is thorough and accurate to form a solid foundation for workflow assessments.
Evaluate data from on-site observations of Emergency Department and Lab workflows to understand current practices, identifying bottlenecks, and capturing insights that inform the design of optimized workflows.
Work with the team to compare current workflows with desired outcomes. Identify gaps and opportunities for improvement, ensuring that all key initiatives and success metrics are clearly defined and agreed upon.
Partner with medical affairs to synthesize collected data and insights into comprehensive customer-facing reports outlining current versus proposed state workflows, making a compelling case for change, and aligning on success metrics.
Serve as the primary point of contact between Sales, Medical Affairs, and the Customer. Facilitate smooth and effective communication, ensuring that all parties are aligned on project goals and timelines.
Collaborate with internal teams to create comprehensive project plans that reflect both the customer’s desired timelines and Cytovale’s best practice recommendations. Ensure that these timelines are realistic and account for all necessary steps and resources.
Oversee all aspects of the implementation process and support the field based teams to ensure that each step is executed efficiently and effectively.
Partner with sales and medical affairs to prepare for and execute the medical implementation process. This includes integrating observation data into facility-specific meeting decks and supporting customers through the medical executive committee approval process.
Maintain accurate records of all key decisions and project milestones. Create and share a weekly project summary to keep all stakeholders informed and aligned on the project’s progress.
Work closely with customers to establish a process and cadence for tracking key performance metrics. This may involve setting up systems to monitor utilization, compliance, and the overall value of the solution.
Coordinate and lead post-implementation KPI review meetings in collaboration with medical affairs. Solicit and capture customer feedback on the data and discuss how the analysis can evolve to better meet their needs.
Document thoughts or ideas regarding new findings or interest in investigator-initiated studies. Communicate these insights back to medical affairs to inform future research and development efforts.