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Client Success Manager
2 months ago
The Client Success Manager is a key role at Intelerad, responsible for ensuring our clients achieve their desired outcomes and realize continued value from our solutions and services. This involves proactively engaging with clients, nurturing relationships, and driving growth through strategic planning and execution.
Key Responsibilities:- Gather customer feedback and collaborate with cross-functional teams to implement improvements and enhance the customer experience.
- Develop and execute strategies to promote training and drive adoption of our upscale services.
- Act as the client's voice within Intelerad, facilitating a continuous feedback loop and monitoring customer usage data to inform business decisions.
- Align the development roadmap with client goals, improve overall client experience, and deliver value-added solutions.
- Assess and initiate project requests to address client needs, creating comprehensive Statements of Work (SOW).
- Manage escalations for client issues, serving as a liaison between Intelerad technical departments and the client to ensure resolution and recommend process improvements.
- Present client progress versus goals during business reviews, demonstrating a deep understanding of client needs and objectives.
- Drive client retention across the allocated client base, fostering long-term relationships and growth opportunities.
- Generate engagement and drive solution adoption throughout the customer journey, from go-live to ongoing usage, solution upgrades, and renewals.
- Assess training needs, recommend delivery options, and develop additional training to support clients' self-sufficiency.
- 5+ years of experience in customer-facing roles.
- 3+ years of experience in customer success or a related field, with a proven track record of improving customer satisfaction, adoption, and loyalty.
- Experience working in a healthcare setting, ideally within the NHS.
- Proven ability to demonstrate the value of software products and professional services.
- Strong relationship-building skills, with the ability to interact with clients at both operational and executive levels.
- Proven experience in team management and collaborative leadership.
- Exceptional communication, negotiation, and leadership skills.
All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of the application process.
Intelerad is committed to equal employment opportunities and complies with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations.
