Clinical Customer Success Manager

GE HealthCare • Beachwood, OH

6d

About The Position

This position is in GE Healthcare's MIM Software business which makes vendor-neutral imaging software to standardize your workflow and simplify increasingly complex clinical scenarios. Leading global healthcare organizations use MIM® to give patients more precise, personalized care. https://www.mimsoftware.com/ MIM believes the initial sale of our software is just the first step in the journey with our customers. Maintaining a devoted customer base is a core part of our strategy. You will be charged with understanding the current needs of our sites and helping them overcome challenges in their clinical workflow to evolve their use of our products. We are looking for candidates with a strong track record of delivering exceptional results with a patient focus, developing deep & strategic account relationships, and executing strategic account plans. This role will work with our current Radiation Oncology customer base located in various regions, which will require regularly meeting with the customer during their normal working hours and potentially outside of US based business hours. We are looking for candidates located in the western United States to better align with the working hours of our customers. The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).

Requirements

• 5+ years in Customer Success, Clinical Applications, Radiation Oncology, Medical Imaging, Medical Physics, Dosimetry, or a related healthcare experience supporting complex workflows
• A bachelor’s degree is preferred
• Ability to serve as a resource for colleagues
• Strong analytical and problem solving skills
• High competency in IT systems commonly used in healthcare (such as CRM platforms, PACS, DICOM, remote support tools, etc.)
• Exceptional communication, interpersonal and relationship building abilities
• Comfort delivering training and live demonstrations
• Strong organizational and time management skills
• Willingness to travel up to 30%
• Legal authorization to work in the US (we will not sponsor employment visas now or in the future)
• We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Responsibilities

• Manage and develop customer accounts both remotely and on-site to foster a cohesive customer experience
• Serve as a trusted partner to internal and external Radiation Oncology departments
• Build strong, strategic customer relationships, proactively identifying workflow changes, adoption barriers and opportunities to deepen utilization of MIM products
• Lead small scale customer initiatives such as upgrade coordination, target workflow reviews, new feature adoption sessions, proactive outreach based on usage indicators
• Recognize and engage key clinical stakeholders
• Provide expert level software training and guidance delivering sessions remotely or on site
• Document customer interactions and insights in the CRM
• Collaborate cross functionally with various internal departments (such as product management, engineering, sales, and support teams) to communicate customer needs, resolve issues, and ensure timely follow up
• Support service and maintenance contract renewals including collecting renewal commitments and helping customers understand upgrade benefits, new capabilities, and long term value
• Monitor customer activity and product usage trends
• Participate in global teamwork (which may require joining early morning or evening meetings to coordinate with colleagues across time zones)

Benefits

• GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation.
• GE HealthCare is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
• GE HealthCare will only employ those who are legally authorized to work in the United States for this opening.
• Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
• While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level