Enterprise Customer Success Manager - Imaging Digital Solutions

About the role

The Imaging Digital Solutions (IDS) team at GE HealthCare is seeking a driven, results-oriented Enterprise Customer Success Manager (CSM) to own a portfolio of our largest, most strategic health system accounts. This role involves building strategic partnerships across multiyear, multi-product SKU relationships, partnering with various internal and external stakeholders, and ensuring the full realization of customer value.

Responsibilities

• Own a portfolio of our largest, multiyear, multi-product enterprise accounts, serving as the primary Customer Success point of contact across every contracted IDS solution
• Advise customers on best practices for transforming their imaging operations by leveraging the IDS platform while staying up to date on industry trends
• Proactively manage the success of enterprise IDS customers in your portfolio to deliver consistent value and drive world-class adoption throughout the customer lifecycle
• Act as a technology evangelist and change management leader, guiding customers through product/process change across the enterprise. Lead SOP development and guide customers as they define future state workflows
• Understand the top imaging initiatives (clinical and operational) and associated KPIs for the customers in your portfolio and form a strong point of view on how the full IDS portfolio can help them achieve those goals
• Build strong relationships across all relevant stakeholders in the customer’s business, all internal stakeholders and supporting functions including modality partners, internal consultants, and customer change management leaders
• Develop deep product expertise and understand how IDS fits into the broader ecosystem of tools, data and systems. Present and demo with ease
• Review and analyze usage data, health indicators, renewal dates, and growth opportunities in partnership with the sales team and modality partners. Surface insights and recommendations to customers as you interpret the data from our analytics products, translating them into clear, demonstrated outcomes
• Design, coordinate and deliver tailored training sessions to ensure confidence with the platform and cultivate customer accountability across every site
• Conduct account performance planning and reviews in partnership with the sales team, anchored on outcome generation and value realization
• Resolve customer issues either alone or in collaboration with other IDS (Service, Sales, Operations, & Product) teams
• Represent customer needs when articulating software product requirements or scoping services solutions
• Inform the future of the IDS solutions platform through product feedback requests and proposals, both internally and customer-driven
• Nurture customer advocacy in the form of references, referrals, and case studies
• Coordinate closely with Project Management on implementation, rollout, and adoption timelines across multiyear, multi-product engagements

Requirements

• 5+ years experience in B2B SaaS or Healthcare Customer success role, with demonstrated experience managing enterprise or multi-site accounts
• Experience with Healthcare, imaging strongly preferred
• Experience supporting multiyear, multi-product subscription agreements and partnering with modality/equipment sales, internal consultants, and customer change management teams
• Verifiable track record of customer retention and growth by driving adoption, engagement and experience across a portfolio of enterprise accounts
• Aptitude for learning software and staying current on industry best practices
• Able to explain complex data and technical issues in non-technical terms
• Comfortable in a dynamic, fast-paced, hyper-growth environment
• Extreme owner, accountable for delivering only the highest level quality of work
• Strong project management experience and/or experience managing multiple projects with separate stakeholders simultaneously
• Strong ability to set and manage customer expectations while maintaining poise and positive relationships. Must be able to be consultative, prescriptive, and credible
• Experience working with a variety of stakeholders (i.e, Administration, IT, Physicians, C-Suite Executives, Finance)
• Hands-on team player with a proactive nature. In a growth business, you will be expected to build new processes and tools
• Ability to travel 30% of the time

Qualifications

• Not specified

Skills

• Not specified

Benefits

• Not specified

Pay

The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).

Schedule

Not specified