Healthcare Customer Success Manager

Corporate • Partner Experience

Remote • Full Time

Job Summary:

The Healthcare Customer Success Manager will work closely with our hospital and health system partners to demonstrate the company’s broad value proposition. Specifically, the Customer Success Manager is a key driver of partner value by supporting them with the best practices, case studies, analytics, and other partner transformation resources to unlock the full value of their relationship with Q-Centrix. By delivering surplus value to each and every customer—in each and every interaction—the Customer Success Manager will create deep customer intimacy and knowledge. This customer intimacy will allow the Customer Success Manager to be uniquely positioned to partner with the business development team to drive revenue growth within their supported partner organizations, as measured by orders and revenue growth.

The ideal Healthcare Customer Success Manager candidate is an individual that is able to balance value-added and commercial interactions with hospitals and health systems quality leaders. They must be able to work seamlessly across and develop positive working relationships with all of Q-Centrix’s matrix of functional areas but especially marketing, business development, and partner transformation. The individual will also possess superior consultative, solutions-based, and service sales expertise and demonstrate excellent interpersonal skills, a strategic mindset, and an outstanding ability to balance the priorities of both customers and the Company.

Essential Functions:

  • Deliver outstanding partner experience for core solutions delivery:
  • Build and nurture strong relationships with hospital quality executives, and act as the main point of contact and liaison for all client-side stakeholders.
  • Manage and communicate partner expectations and client scopes of work from implementation through the entire customer journey (for core solutions, e.g. abstraction).
  • Increase partner engagement with our core technology while creating and tracking internal dashboards to assess real-time metrics related to facility performance.
  • Deliver surplus-value to partners:
  • Consult and assess partners' broader challenges regarding clinical quality management.
  • Share partner transformation resources as appropriate—e.g. best practice studies, regulatory updates, templated data reports, access to relevant webinar, networking with other quality leaders, etc.—and provide guidance on how best to implement learnings at their respective organizations.
  • Keep an active ear to the market regarding potential new challenges or best practices. Share with partner transformation team as well as partners.
  • Help drive Orders growth within assigned partners:
  • Prospect extensions and expansions. Partner with business development to convert leads into opportunities.
  • In partnership with business development, communicate value delivered from existing partners/relationships to new prospects.
  • Grow partner revenue through upsell renewals.
  • Customer Advocacy.
  • Keep an active pulse on customer satisfaction with our core solutions / offerings, identifying opportunities for continuous improvement which can be shared with the Company’s operational team (recruiting, staffing, implementation, and delivery).  
  • Other Duties: As a growth organization, roles and responsibilities often evolve and adapt over time. As such, this job description may not comprehensively account for future activities, responsibilities, and priorities—these may evolve right along with us! 
  • Required Skills/Abilities:

  • At least five years’ experience in clinical quality.
  • Bachelor’s Degree and/or technical degree in the business line field or related field.
  • Ability to simultaneously manage multiple projects and partners.
  • Exhibit our core behaviors and beliefs of learning, innovating, collaborating, improving, and accountability while demonstrating empathy and humility on a daily basis.
  • Ability to quickly establish, through trust and leadership, consultative capabilities to partners.
  • Demonstrated ability to work directly with clients and convey expertise and confidence.
  • Exceptional verbal and written communication skills as well as interpersonal and relationship-building capabilities.
  • Demonstrated ability to work in a collaborative and matrixed team environment.
  • Ability to work independently and manage multiple tasks and projects; a self-motivated and results-driven professional.
  • Additional Information:

  • Willingness to travel: (typically 25% but TBD in the current environment).
  • Supervisory Responsibilities: None
  • Work environment/Physical Demands: Continuous sitting and fine manipulation.
  • Travel Requirements: None
  • Work Authorization: Legally able to work in the United States without sponsorship

  • At Q-Centrix, we hire people who love learning, value innovation, and believe in our mission and values to improve outcomes in healthcare. We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.

    We employ people based on the needs of the business and the job, and their individual professional qualifications. Here’s what does not impact our employment decisions: race, religious creed, religion, color, sex, sexual orientation, pregnancy, parental status, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status, health, marital, civil union or domestic partnership status, or any status or characteristic protected by the laws or regulations in locations where we operate. If you are an individual with a qualified disability and you need accommodation during the interview process, please reach out to your recruiter.

    We celebrate and embrace these differences and take pride in our commitment to being an equal opportunity team.