Critical Care Customer Success Manager

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.   

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report. 

The Critical Care Manager is responsible for managing clients in critical, at-risk states. This role involves owning all aspects of the client relationship, identifying needs and challenges, developing solutions, and driving them to completion. The goal is to return clients to a non-critical state by effectively managing their issues and collaborating across departments.

• Deliver exceptional service to assigned clients, ensuring strong relationships and goal achievement.
• Gain a deep understanding of Intelerad’s products, services, and clients' HIT needs, including their business models and workflows.
• Establish regular meetings for project resolution with each assigned account.
• Identify and understand clients' pain points, issues, and challenges, and work with other departments to resolve them.
• Manage the client's list of issues and collaborate with internal teams to develop solutions.
• Engage other departments and resources as needed to drive client solutions.
• Provide constant availability during critical situations and outages.
• Encourage client participation in Intelerad’s initiatives (Webinars, Roadshows, Product Feedback, etc.).
• Work with solution specialists to determine appropriate services and products for deployments and maintenance.
• Successfully transition clients back to non-critical status and hand off to the appropriate support team or Client Success Manager.
• Prepare and present regular, detailed reports on the status of all critical clients to C-Level leadership.

Requirements:

• 3+ years of experience in a client-facing role, preferably in Client Success, Account Management, or IT/Software Account Servicing.
• Ability to project manage critical situations to successful resolution.
• Ability to engage, present, and communicate effectively at the VP/C-level.

Preferred:

• Bachelor's degree
• Healthcare experience - radiology, cardiology, medical imaging, PACS / RIS, Healthcare IT, SaaS
• NetSuite

Interaction

This role requires close collaboration with key departmental and project stakeholders across the organization. The ability to work effectively with all levels of management and staff is essential. No supervisory responsibilities are required for this position.

Communication & Cognitive Abilities

• Cooperate with matrixed team members to meet goals or complete tasks.
• Comfortable working in ambiguous and/or stressful situations.
• Self-motivated with a strong attention to detail.
• Flexible, able to change priorities quickly, and handle multiple tasks.
• Effective collaborator with proven process improvement skills.
• Exceptional organization and time management skills.
• Excellent communication and interpersonal skills.
• Ability to consistently learn new technologies and apply them to clients' needs.
• Ability to work as part of a geographically-dispersed team.
• Ability to work independently and as part of a team.
• Stay up-to-date on technology trends, developments, and best practices.
• Communicate effectively with both technical and non-technical audiences.

Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as requested to meet the ongoing needs of the organization.

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. 

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment