• Customer Success Analyst II

    Posted Date 5 days ago(4/17/2018 2:43 PM)
    Job ID
    2018-1249
    Address
    400 Galleria Pkwy
    # of Openings
    1
    Suite
    Suite 1600
    City
    Atlanta
    Category
    Customer Service/Support
    State
    GA
  • Overview

    Ingenious Med, an explosive growth and industry-leading web and mobile Healthcare IT Company is focused on enabling best practice physician workflows. We automate clinician processes at the point of care, streamlining clinical workflow to simultaneously improve care and lower cost. In addition to calling 8 out of 10 of the largest health care systems and physician management companies our clients, we’re also regularly recognized for our innovation and growth – including Inc. 5000 and Deloitte Technology Fast 500. Competitive compensation including Medical, Dental, Vision, guaranteed company contribution to 401k, education benefits and excellent paid time off. We're always looking for talented, smart, and independent thinkers to join the team. Ingenious Med is innovative and different. Are you?

    Responsibilities

    The Customer Success Analysts (CSA) are an integral part to Ingenious Med’s commitment to exceptional customer service and ensuring optimal usage and impact of our application in a client’s environment.  Successful CSA’s are proactive individuals, continuously seeking opportunities for stronger adoption and greater return for our clients.  CSA’s thrive in both independent and team environments, possess outstanding communication skills, strong technical skills and product knowledge, and are well versed in developing relationships with clients of various backgrounds.  As an expert in operational excellence, you will ensure that our customers follow industry best practices and have streamlined workflows within our applications.

     

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    • Develop outstanding relationships with assigned strategic clients to ensure and promote overall client satisfaction with the product and the Ingenious Med overall.  Responsible for clients with approximately $5 million in combined ARR (subject to change based on business needs and may include some SWAT accounts if business needs require).
    • Review client usage monthly, tracking adoption statistics to measure success and seeking opportunities for improvement by addressing potential areas of concern and integrating new functionality and application efficiencies into the client’s workflow.  Based on the level of effort to address a workflow change/add new functionality, work with Professional Services on a potential opportunity.
    • Coordinate, prepare for, and lead regular bi-weekly/monthly meetings regarding client’s tactical needs, including regular reviews of open issues with statuses.  As needed and for limited time, a weekly meeting series may be help to manage client issues and improve the client relationship.
    • Maintain detailed internal documentation of account configurations.
    • Produce quarterly account operations reports that include milestones, KPI’s, top open issues and concerns, upcoming items to note, and other information as identified. 
    • Properly document all interactions within Salesforce and update cases as needed until resolution.
    • Function as an escalation point for client issues, managing the ongoing communication with clients and appropriate Ingenious Med resources as needed to ensure successful and timely resolutions to the cases.
    • Be a Subject Matter Expert on application functionality to effectively advise clients of system functionality, issue resolutions, and workflow recommendations that can streamline their usage.
    • Mentor and assist with training the new team members.
    • Proactively update clients on new releases and updates, including coordinating these updates, and notify clients of planned maintenance
    • Advocate for client’s enhancement requests including documenting the business case and presenting on behalf of the client at internal meetings.
    • Work with internal departments to effectively transition an account to ongoing support at the completion of an implementation/integration/project, including attend implementations meetings during the project.
    • Be proactive by alerting management of any potential issues with new releases, integration developments or any other activities that affect the platform.
    • As needed, travel onsite to attend and present at business review meetings and support an ongoing implementation or lead efforts to address ongoing application challenges and adoption issues.
    • Partner with other internal departments when client-specific knowledge and input is needed.

    TRAVEL REQUIREMENTS

    • Ability to travel 10-20%

    KEY COMPETENCIES

    • Consultative mind-set, with a focus on efficiency and strong analytical, customer service and problem-solving skills.
    • Leadership and sense of ownership of the account’s overall customer care, understanding business needs and being able to present to and effectively lead meetings with multiple levels of management both internally and externally.
    • Friendly, open, professional demeanor with ability to set appropriate expectations with customers and coworkers and work with varying levels of experience.
    • Self-starter with ability to excel in a fast-paced, dynamic environment.
    • Excellent written and oral communication skills, especially as it pertains to succinctly describing issues and resolutions.

    Qualifications

    • Bachelor’s Degree, preferably in a technical, healthcare, or business field, such as Computer Science, Management Information, Public Health or related fields.
    • At least 3+ years of experience, in technical support, managing customer experiences, consulting, or other business leadership roles.
    • Internal transfers must have at least 2 years of experience with Ingenious Med.
    • Experience in healthcare a plus.
    • Experience with SalesForce and/or SQL a plus

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