Deployment Success Specialist

About Cloud DX

Cloud DX is an industry leader in digital health care, virtual care, remote patient monitoring hardware and software. The company’s award-winning solutions enable chronically ill patients to stay at home and out of the hospital, drastically improving health outcomes while, at the same time, significantly reducing costs to treat the most expensive patients in the healthcare system. Cloud DX is relentlessly committed to serving patients, driving Innovation, delivering results, and making a difference in communities across North America and globally. The Company was founded in 2014 and has grown into a leader in the Virtual Care Market in North America. The current COVID crisis has accelerated the adoption of virtual care in our markets and Cloud DX is investing in expanding our US Sales and Marketing efforts.

The Role  

Cloud DX is growing, and we are looking for an ambitious Deployment Success Specialist for our Success team! As a Deployment Success Specialist at Cloud DX, you will play a key role in the client and customer journey. Ensuring smooth onboarding, promoting product adoption, growing accounts and communicating best practices as well as supporting other internal teams with the evolution and development of knowledge transfer tools and materials.  

Your primary KPIs are the successful launch and growth of Cloud DX programs within customer organizations. Following our deployment procedures you will support, educate and train customer team(s) to operational readiness. Your role may include onboarding patients to the Cloud DX system(s) and/or training others to do so. Furthermore, you will grow existing programs, encourage customers to explore other disease pathways, solicit referrals, and branch out to new programs with our existing partnerships and introduce new customers to our solutions.  

If you are passionate about customer success and growth, are analytical, love wearing multiple hats, then we want to hear from you! 

What You’ll Do  

• Lead train-the-trainer style patient onboarding initiatives live at client sites and/or virtually.  
• Train and educate customers via our Learning Management System (LMS) software, virtually and in-person  
• Serve as the primary contact for program implementation, onboarding and continued account growth; support your peers as a secondary point of contact on customers outside your core portfolio (and receive the same support from your peers).  
• Develop deep relationships within the client organization driving awareness and excitement for the Cloud DX platform and outcomes for clinicians and patients. 
• Input ideas and feedback to support improvements and the customization of our platform and solutions 
• Contribute to sales and marketing campaigns and execute strategies to increase clinician awareness inside the client organization and/or drive new leads 
• Meet sales and performance target and/or KPIs set out by your Manager and/or the Executive Team 
• Understand customer goals and outcomes by communicating with customers, analyzing metrics, running NPS and gathering other feedback 
• Represent the voice of the customer by providing input into our core product(s) 
• Spearhead the growth of your account portfolio, including meeting quotas, executing new contracts, creating sales orders, renewing contracts, demoing our products and services and supporting the customers in your portfolio  
• Monitor service performance and customer feedback to identify areas for improvement and maximize deployment success. 
• Collaborate closely with other departments and management 
• Manage, maintain and document client interactions and intelligence in CRM 
• Ability to travel as needed to support our clients (up to 50%) 

Who You Are  

• Experience working with, and managing, stakeholders and customers 
• A proactive individual with a passion for customer success and a keen ability to identify sales opportunities. 
• Experienced in roles that require strong communication and relationship-building skills, particularly in a sales or business development context. 
• Truly outstanding communication and interpersonal skills 
• Have a proven track record of working in customer-facing roles and meeting and/or exceeding targets and KPIs 
• An elevated level of accuracy and attention to detail is required 
• Flexible approach, able to operate effectively with uncertainty and change 
• Adaptable and an excellent problem solver 
• Driven, self-motivated, fearless with taking initiative, enthusiastic and with a “can do” attitude 
• Educated to degree level preferred but not essential 
• 2+ years customer success or account management (Medical device or SaaS experience will earn you huge brownie points!) 

Please note that this is a hybrid role, requiring candidates to work both remotely and from our Kitchener, Ontario office.