Customer Success Manager - Nashua, United States - ICAD, Inc

ICAD, Inc

Verified Company

Nashua, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

At iCAD, we are passionate about our mission to create a world where cancer can't hide.

Leveraging the power of innovative artificial intelligence (AI) solutions that empower providers and professionals to accurately, reliably and more quickly detect cancer and improve outcomes - we are helping to optimize every individual's opportunity to live better, longer lives.

THE ROLE:

The Customer Success Manager (CSM) is a member of the Customer Success team serving as the primary point of contact for assigned customers for the duration of the customer lifecycle.

This includes onboarding, implementation, training, adoption, retention, and ongoing satisfaction.

The CSM establishes relationships as a trusted and strategic advisor to help demonstrate the continued value of iCAD products and services.

RESPONSIBILITIES:

Implementation of iCAD products including customer discovery, planning, project management, technical installation, configuration, deployment and user training
Serve as daytoday contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
Partner with Product Management to ensure customer awareness of new features and set strategy for ongoing feature adoption
Provide ongoing installation and training needs for assigned customers
Represent the Voice of Customer within iCAD. Identify themes in feedback and champion customer needs. Support efforts related to collecting feedback, such as customer surveys.
Proactively manage customer health of assigned accounts. This includes understanding of customer desired outcomes, managing a customer scorecard and taking proactive risk mitigation as needed.
Collaborate, problemsolve, and/or strategize with iCAD colleagues in sales and leadership on account planning efforts and strategy.
Coordinate cross functionally as needed on customer requests. This includes partnering with account management, manufacturing, regulatory and product ensuring both customer and iCAD business needs are adequately met.
Responsible for maintaining a professional attitude and demeanor while conversing with customers, partners and colleagues.
Set high standards of performance for self; assumes responsibility and accountability for managing difficult customer situations and customer expectations; selfimposes standards of excellence.

REQUIREMENTS:

Bachelor's degree or equivalent experience in healthcare, computer science or related technical discipline is required.
Radiology, DICOM, PACS knowledge is required
IT knowledge with respect to networks, security and Microsoft OS platforms.
Ability to resolve problems, think analytically and communicate professionally in high pressure, time sensitive situations.
Must be a selfstarter, with the ability to work independently and with mínimal supervision.
Strong verbal, written and interpersonal skills.
Experience with Salesforce Service Cloud is preferred.