Product Implementation & Customer Success Manager, iQueue for Infusion Centers

We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 190 health systems and over 1,200 hospitals and centers across 49 states rely on our award-winning products and expert change management services to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world. Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV. If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office.

As this position includes travel to cancer centers with immunocompromised patients, we (and our healthcare customers) require proof of vaccination for COVID-19 and influenza. Please note that additional vaccinations may also be required by the customers we serve to work onsite with those customers.

The Product Implementation & Customer Success (PICS) Manager is an individual contributor role focused on Customer Success, with an emphasis on building long-term relationships and ensuring our customers continue to realize value from our products. For customers with expansion opportunities, PICS Managers also lead those efforts. If you’re excited about enhancing healthcare delivery and making a difference, we’d love to have you on board! Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV. If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office.

As this position includes travel to cancer centers with immunocompromised patients, we (and our healthcare customers) require proof of vaccination for COVID-19 and influenza. Please note that additional vaccinations may also be required by the customers we serve to work onsite with those customers.

The Product Implementation & Customer Success (PICS) Manager is an individual contributor role focused on Customer Success, with an emphasis on building long-term relationships and ensuring our customers continue to realize value from our products. For customers with expansion opportunities, PICS Managers also lead those efforts. If you’re excited about enhancing healthcare delivery and making a difference, we’d love to have you on board! Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV. If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office. As this position includes travel to cancer centers with immunocompromised patients, we (and our healthcare customers) require proof of vaccination for COVID-19 and influenza. Please note that additional vaccinations may also be required by the customers we serve to work onsite with those customers. The Product Implementation & Customer Success (PICS) Manager is an individual contributor role focused on Customer Success, with an emphasis on building long-term relationships and ensuring our customers continue to realize value from our products. For customers with expansion opportunities, PICS Managers also lead those efforts. If you’re excited about enhancing healthcare delivery and making a difference, we’d love to have you on board! LeanTaaS takes a market-based approach to pay. The offered base salary will reflect careful consideration of a number of factors, including the level you are hired into, your location, skills and qualifications, prior relevant experience, internal equity, and market conditions. This range may be modified in the future. WHAT YOU'LL DO

Focus on driving operational improvement at our customers (requires up to 20% travel) through our products - you will understand the unique operational needs of each of your customers, evangelize the products, build/run analytics on customer operations and performance, and work with fellow product implementation and customer success team members, marketing and sales to ensure that our products are making our customers successful

Communicate technical requirements and ensure that customer IT and process teams clearly understand the data and setup needs for our product, iQueue for Infusion Centers, (as well as the transfer mechanisms) and coordinate required security and other audits

Independently manage customer implementations/expansions. Leverage project management and coordination to align internal and external stakeholders on timelines and expectations

Facilitate analytically intense processes involving gathering data from sometimes disparate systems, exploring these data sets for abnormalities and preprocessing this data for deeper use and analysis

In concert with the data onboarding team, work with customers to integrate their Electronic Healthcare Records (EHR) data into our software

Utilize business intelligence tools to correctly map the customer EHR fields utilized by our software for scheduling optimization

Assign and monitor key metrics during implementations

Perform quality control in after action reviews and work to continuously improve our internal project management plans for future projects

Establish and maintain strong relationships with key customer contacts

Conduct training and data troubleshooting support

Monitor customer operations and operational outcomes by using internal tools and customer calls, verify that the product is working well on customer sites, and proactively solve problems

Help refine vision and strategy, educating inbound product managers and other functional groups on your customers’ stories and pain points and contributing detailed feature ideas to the product roadmap

Work with marketing on producing case studies, customer videos, etc. and help sales close deals as needed in the capacity of a subject matter expert

WHAT YOU'LL BRING

Bachelor's degree in mathematics, statistics, engineering, physics, data science, related clinical field such as nursing, or equivalent years of related experience. Our products are data products, so a quantitative background is critical

At least 2 years professional experience in a client- or customer-facing role such as management consulting, project management, customer success, engineering, EHR, healthcare; we do consider candidates with limited experience if we see some extraordinary accomplishment(s)

Exceptional communication, organizational and presentation skills (how you write your resume and approach us is a good litmus test)

A maniacal obsession with customer happiness, success, and retention; you’re the type of person who will move mountains to solve problems and make people successful

Project management experience

Ability to influence change using data, logic and/or change management techniques

Strong analytical skills with hands-on experience with data analysis & visualization tools (e.g. Tableau, Power BI)

Excellent strategic and organizational agility

Ability to consistently work Central or East Coast hours, with flexibility to support customers across all U.S. time zones

Ability to travel up to 20% of the time

BONUS POINT IF YOU HAVE

Experience working on healthcare products or within hospitals

Experience working with data or analytics products

Experience working on enterprise software products

Clinical credentials

A blog, article, or any published writing

WHAT YOU'LL GET

Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives!

Competitive compensation package that includes base salary, target bonus, and stock options

401(k) Match

Comprehensive healthcare benefits

Generous Paid Time Off and Parental Leave

Monthly reimbursement for Skill Building

Monthly reimbursement for Wellness, Transportation, and/or Home Office

Education Reimbursement for select courses/programs

Candidates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position. LeanTaaS is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. We value diversity, inclusion, and aim to provide a sense of belonging for everyone. All qualified applicants for employment will be considered without regard to race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you require assistance during the application process, please reach out to [email protected]. LeanTaaS will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law. Please note: LeanTaaS is not accepting agency resumes at this time, and we are not responsible for any fees related to unsolicited resumes. Thank you. Apply To This Job