Regard Customer Success Manager at Regard manages the full customer journey from integration to renewal and expansion. The role requires experience with clinical leaders in acute care and Epic or Cerner EHR integrations.
Responsibilities
Oversee and manage the full customer lifecycle from technical integration, to implementation and user training, to renewal and expansion
Establish clear retention goals and renewal milestones for the client Regard team to work toward
Build and foster relationships with client leadership to position them as product promoters and champions so they can share the product's benefit and value across users and stakeholders
Review and monitor customer user feedback and concerns and seek to improve all aspects of the customer experience
Lead project progress tracking across internal development teams and client stakeholders to ensure timely and effective delivery
Maintain a detailed understanding of Regard products and services, assist customers with questions and suggest the best solution for their needs
Optimize existing processes within the company and actively enhance all Customer Success initiatives
Qualification
Strong proficiency in ExcelTrack record of fostering productiveMust be based in MTExperience with clinical informaticsAbility to respectfully debate ideasPassionate about learningExcited about working with a nimbleComfortable working with AI toolsLocation | Work Authorization
Required
3+ years professional experience in healthcare customer success
Experience working with enterprise health systems within the past 5 years
Experience with inpatient Epic or Cerner EHR integrations within the past 5 years
Expert in leading meetings with healthcare client stakeholders and leadership at large and complex health systems, including experience working with clinical leaders in an acute care hospital setting
Strong proficiency in Excel, analytics, and modeling
Track record of fostering productive, long-term business partnerships
Must be based in MT, CT, or ET time zones, located within 50 miles of a major airport
Willing to travel to client sites as needed (up to 30%)
Preferred
Experience with clinical informatics
Ability to respectfully debate ideas, take pragmatic approaches, and work hard to accomplish goals with your team
Excellent written and verbal communication
Passionate about learning, improving, and helping your team do the same
Excited about working with a nimble, small team in a dynamic startup environment
