Job Description

The Client Success Manager II empowers clients to achieve their business goals using Intelerad's innovative technology and services. Partnering closely with designated clients throughout their lifecycle, this role develops deep understanding of client business goals and needs, then applies solutions using Intelerad applications, features, services, and processes to drive adoption, growth, and deliver measurable success.

Key Responsibilities

• Deliver exceptional service to assigned clients by building strong relationships, consistently demonstrating and communicating return on investment throughout their lifecycle, educating stakeholders on products, driving adoption and utilization, achieving retention goals, and identifying expansion opportunities
• Develop and execute comprehensive Client Account Plans based on broad yet deep understanding of Intelerad's products, services, and assigned clients' healthcare IT needs, including business models and workflows, while consistently applying prescriptive events to facilitate and monitor client engagement
• Monitor and analyze client consumption and utilization of Intelerad products, continually capture and monitor business drivers to ensure optimal solution setup, and provide proactive communication through regularly scheduled meetings to ensure progress against objectives outlined in the Client Success Plan
• Plan and conduct Strategic Business Reviews with clients, coordinate cross-functionally to resolve escalated issues while meeting SLA requirements, leverage Professional Services and Support teams, and serve as the subject matter expert for assigned clients while monitoring license agreements and SLA compliance
• Monitor client health indicators, engagement levels, product adoption trends, and support activity to proactively identify risks and coordinate mitigation efforts
• Capture and communicate recurring client feedback, operational challenges, and product enhancement opportunities to internal stakeholders.

Qualifications

Qualifications & Experience

Required

• 5+ years of experience in client success or account management, or 2+ years in the healthcare IT domain
• Bachelor's degree in business, healthcare, information technology, or a related field, or equivalent experience
• 2+ years of experience collaborating with C-Level executives and their teams
• Proven ability to manage mid-market client accounts of $175,000+ annual value and multiple client accounts within a product focus area
• Strong leadership skills with proactive mindset and approach
• Excellent problem-solving and analytical skills with ability to convey information clearly through formal and informal documents and presentations
• Strong project management and organizational skills
• Excellent communication and interpersonal skills with ability to communicate effectively to both technical and non-technical audiences

Preferred Qualifications & Special Requirements

• Background in medical imaging / radiologic technician or equivalent a major advantage
• Self-motivated with strong attention to detail and ability to seek guidance when needed
• Flexible with ability to change priorities quickly and handle multiple tasks in ambiguous or stressful situations
• Effective collaborator with proven process improvement skills and exceptional time management abilities
• Ability to consistently learn new technologies, apply concepts to client needs, and stay current on technology trends, developments, and best practices
• Ability to work independently and as part of a geographically dispersed team while cooperating with matrixed team members to meet goals

This job description is not a comprehensive list of tasks or requirements and Intelerad reserves the right to change it at any time

Additional Information

Applicants may be required to complete an online technical and/or personality assessment as part of your application.

The base pay for this position ranges from $85,000 to $95,000 within any geographic market in the US. Pay may vary depending on job-related knowledge, skills, and experience. Intelerad is a total compensation company. Pay is dependent on the position offered. Bonus and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, retirement, PTO, and/or other benefits.

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