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TITLE

 

Customer Success Manager

COMPANY

 

Qventus

LOCATION

 

Mountain View, CA, US

Description

We believe in the power of data. But after years of working in hospitals we’ve seen it make things harder for frontline teams when it should be making healthcare work better. That’s why we founded Qventus.
 
Our mission is to simplify how healthcare operates, so that hospitals and caregivers can focus on delivering the best possible care to patients.We believe that new technology has the power to transform how patient care is delivered and managed. We use artificial intelligence and ma chine learning to create products that help healthcare organizations and their people adapt in the moment and make the right decisions from the most complex data.
 
Since launching our first customer in 2014, we’ve been committed to improving operational efficiency. While some prefer to tackle moonshot projects, we believe that improving small day-to-day decisions can, over time, create massive improvements in healthcare.
 
The Role
 
Qventus is looking for a personable, outcome-oriented Customer Success Manager (CSM) to manage, support, engage and advocate for a portfolio of Qventus customers.  As an ambassador between the company and our users, the role requires someone who with strong consulting skills and who is quick and eager to learn, adept at communicating cross-functionally, technically minded, and passionate about making our healthcare system more efficient.
 
Typical Activities:
 
A CSM wears a number of hats within Qventus, combining aspects of business consulting, account management with technical professional services. A CSM must be able to develop strong advisory relationships with our key users in the hospital at multiple levels of leadership. A CMS provides a critical link with these users and our company, bringing their feedback and ideas back into the Product and Delivery organizations.
 
A CSM will lead a Qventus team of experts in deployments at new clients and will work closely with end users and technical staff to properly configure our software solution. Implementation services do not end with solution “go-live.”  Rather, the CSM focuses on strong solution adoption and on demonstrated solution outcomes. The CSM maintains strong contact with users to foster broader use of the full feature suite and troubleshoot any specific user issues.

Key Responsibilities:

    • Ready and eager to pick up new skills as needed
    • Ready to ‘step outside’ his/her role to help teammates
    • Highly dependable
    • Mature and an excellent listener
    • Craft, manage and deliver client communications and presentations
    • Manage overall solution deployment projects
    • Provide clinical, technical and process expertise into solution design in order to address customer use cases and to deliver results
    • Manage mid-level and executive level relationships
    • Define and drive long-term customer value roadmap
    • Manage overall customer experience / relationship with Qventus
    • Help develop tools, methodology and best practices within Qventus
    • Provide feedback and input to Product development
    • Manage customer support experience
    • Troubleshoot technical, data and workflow issues
    • Manage critical customer meetings / interactions including working group sessions and quarterly business reviews
    • Manage the customer renewal process

Qualifications:

    • Strong interpersonal skills.  In particular, prior experience building trust in executive relationships, employing indirect influence cross functionally, and a clear communication style
    • Basic technical understanding - including understanding of databases and object-oriented programming - with a desire to expand his/her technical knowledge
    • A track record of applying strong quantitative and analytical skills in prior roles
    • Experience in industrial engineering and/or hospital and healthcare operations
    • Comfort with traveling to client sites and occasional, rotating on-call duties
    • A passion for fixing our healthcare system
    • Strong  relationship skills and demonstrated ability to manage customer relationships
    • A track record of applying strong quantitative and analytical skills in prior roles
    • Basic technical understanding - with a desire to expand his/her technical knowledge
    • Experience in industrial engineering and/or hospital and healthcare operations
    • A passion for fixing our healthcare system

Position Requirements:

    • 2-3 years of professional healthcare-related consulting experience at a top consulting firm.
    • Ability to travel periodically (approximately 50%).
Qventus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
 
The role is a full-time position and will be based out of Mountain View, CA.

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