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Senior Product Implementation & Customer Success Manager, iQueue for Inpatient Flow (US Remote)

Remote: 
Full Remote
Contract: 
Full time
Work from: 
United States

Offer summary

Qualifications:

Bachelor's degree or equivalent experience in healthcare operations management or patient flow., 3+ years of experience with patient throughput and/or workforce management solutions., 5+ years of experience in a client-facing role, such as management consulting or customer success., Strong communication, interpersonal, and organizational skills. .

Key responsabilities:

  • Drive operational improvement for customers through product implementation and post-implementation phases.
  • Manage customer implementations, ensuring correct product configuration and leading workflow design and training.
  • Monitor customer operations and strategize for continued ROI, ensuring product adoption and effectiveness.
  • Establish and maintain strong relationships with key customer contacts and advocate for ongoing support.

LeanTaaS logo
LeanTaaS Scaleup http://www.leantaas.com/
201 - 500 Employees
See all jobs

Job description

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, 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.

Join our Client Services Team, where we partner with hospitals to make a real impact on patient care by improving bed allocation and streamlining the patient journey. We’re focused on driving meaningful change that boosts efficiency, ensuring patients get the right care at the right time without unnecessary delays. As part of our team, you’ll help hospitals optimize their operations, from setting clear project goals and improving communication, to developing processes that keep things running smoothly. If you’re excited about enhancing healthcare delivery and making a difference, we’d love to have you on board!

WHAT YOU'LL DO
  • Drive operational improvement for our customers through our products (Patient Throughput, Clinical Staffing, or both) during both implementation and post-implementation phases   
  • Manage customer implementations by taking ownership of the accounts after a sales close to make sure that the product is configured correctly by leading workflow design, training, and adoption services for new workflows 
  • Monitor customer operations and operational outcomes (using internal dashboards and customer calls), ensuring that the product is working well at customer sites, ensuring overall adoption of the platform, and strategizing on the next opportunity for continued ROI
  • Be an advocate for ongoing support for our customers by ensuring support best practices are followed, gather details that expedite issue clarity, and engage the appropriate internal resources for issue resolution  
  • Help refine platform vision and strategy, continuously educating inbound product managers 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
  • Establish and maintain strong relationships with key customer contacts

    • WHAT YOU'LL BRING
  • Bachelor's degree or equivalent years of related experience
  • 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 
  • Healthcare background in operations management or patient flow - a must!
  • 3+ years of experience with patient throughput and/or workforce management solutions 
  • 5+ years of experience working on healthcare products / working with hospitals 
  • 5+ years of professional experience in a client- or customer-facing role such as management consulting, implementation management, or customer success
  • Strong communication skills, both written and verbal
  • Exceptional interpersonal and collaboration skills
  • Excellent strategic and organizational agility 
  • Willingness to travel for up to 50% of the time

    • BONUS POINT IF YOU HAVE
  • A graduate degree from one of the following programs: MHA, MPH, MHSA, MBA or an MS, MSN with a focus in health informatics 
  • Lean or Six Sigma training utilizing models like A3, DMAIC, or PDCA 
  • Mid-Atlantic remote (PA, NJ, NY, VA)

    • 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 accommodations@leantaas.com. 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.

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Project ImplementationCustomer Success ManagementOperating Room (OR)Patient FlowCustomer Relationship ManagementBusiness Performance ManagementProcess ManagementAdoptions

    Other Skills

    • Training And Development
    • Social Skills
    • Collaboration
    • Communication
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