Now Hiring - Information Technology Client Success Manager in Cleveland, OH

Job purpose:

pCare’s mission is to help hospitals improve the patient experience using technology to increase the care delivery team’s efficiency. Improving care delivery team efficiency results in better outcomes, improved patient experience, and reduces costs – the three components of the Triple Aim. This position requires the ability to lead change within all levels of a healthcare organization. Must be passionate about working in a high growth and innovative environment that impacts the healthcare industry.

The Client Success Manager (CSM) is responsible for retaining client business while cultivating relationships and identifying opportunities for growth. During implementation, he or she works closely with the Implementation Project Manager to successfully support client success and adoption and is responsible for implementing additional features and rollout post-live. The CSM works directly with clients, clinicians, and patients onsite and remotely, focused on product training and understanding, engagement and utilization, driving outcomes and value. Works with Business Development on contract amendments, expansion, and renewals and is a liaison for Product Development to define feature enhancement requirements based on client, clinician and patient feedback. Serves as the single client point of contact for all client communication and support, leaning on other team members as needed.

Success in this role is defined by the ability to ensure customer satisfaction, grow system utilization, and assist with securing contract renewals.

Duties and responsibilities:

● Primary point of contact for assigned clients

● Utilize pCareTVRC and industry best practice to improve patient and healthcare facility satisfaction, increase system utilization, and drive positive outcomes

● Assist VP, Client Success and VP, Business Development on securing client contract renewals and expansions

● Cultivate client relationships from end users to C-suite (stakeholders including administrators, nursing staff, and patient experience team members)

● Identify opportunities to expand product utilization in existing client organizations

● Work with client facing teams (PX Leads, Nurse Managers) to improve patient experience by embedding functionality and best practices

● Facilitate current and future state workflow discussions, coaching client teams by sharing prescriptive best practices (pCare and industry) for process improvement

● Basic product and system knowledge including but not limited to:

○ Interactive Patient System (IPS): EMR Education, White Board, Entertainment (positive distraction), Environmental Controls, Real-time Feedback, PhotoShare, Interpretation Services, Daisy Nominations

• pCare Video Connect
• pCare TruthPoint Rounds: Assessments, Patient and Employee Rounding, Quality and Safety
• pCare Ambulatory (Quil)
• pCare Clinic (Jellyfish)
• pCare Practice (waiting room)
• Client system integration
• Cross-product integration

● Responsible for build and configuration working with Client Services as needed

● Responsible for demonstrating products and features onsite and remotely as needed

● Manage implementation of ongoing product optimization (e.g., new modules, product releases and feature enhancements, rollout to additional facilities)

● Coordinate and facilitate staff training during implementation, following a train-the-training methodology or according to contract services scope

● Meet with patients and clinicians to encourage utilization, answer questions around the system and identify areas for enhancing the patient experience

● Conduct and observe patient and staff related to pCare product adoption, training needs and questions

● Attend and lead meetings relevant to pCare initiatives

● Ensure reports are created and distributed to client recipients at established frequencies

● Review system data with stakeholders, internal team and individual units on a regular basis and recommend opportunities to improve utilization

● Solicit feedback from patients and staff and provide internal updates (feature requests and business needs) and recommendations for opportunities to enhance the pCare offering

● Coordinate with clients on patient education and user interface design to ensure optimal content is provided

● Track and report customer satisfaction and project status (Smartsheet, Salesforce, Google, Action Items, Executive Status Reports)

● Forecast and track client contact information, profile information and metrics in Google and Salesforce

● Perform other related duties as required and/or assigned

Skills and qualifications:

• Ability to manage multiple responsibilities and projects simultaneously
• Self-motivated mindset and ability to work independently and remote
• Ability to learn and retain comprehensive product knowledge
• Excellent trainer
• Excellent oral and written communication skills to individuals and groups
• Proficiency working with Microsoft Office (Word, Excel, PowerPoint)

Requirements:

• Bachelor’s Degree required
• Up to 50% Travel and Onsite Support (internal meetings to office locations, onsite trips to clients and prospects and working at hospital locations)
• Home office, cell phone (may be eligible for reimbursement) and internet required
• Must be able to meet specific requirements such as immunizations and screening required for hospital visits
• Must be Covid 19 Vaccinated

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Travel requirement:

• Up to 50% travel

Education:

• Bachelor's (Preferred)

Experience:

• Healthcare management: 1 year (Preferred)

Willingness to travel:

• 50% (Required)

Work Location: On the road