Customer Success Manager, Strategic Accounts, US

United States

About The Position

Aidoc is the market leader in Healthcare AI. We deliver the most widely used portfolio of AI solutions to help physicians prioritize life threatening cases and improve patient outcomes. Aidoc’s solutions are in use in over 900 hospitals including the leading health systems in the US. Aidoc is funded by top VCs, having raised more than $140 million to date, and was chosen as one of TIME’s 50 most genius companies. 


About this role

We are looking for a Customer Success Manager, Strategic Accounts to join our Customer Success team. 

This is a remote role best filled in from the Eastern US.

Customer Success Managers at Aidoc are the trusted advisors of our existing customer base. Accountable, analytical, focused, and well-organized individuals, the Strategic Accounts CSM will become a key member of our CS Group. The core responsibilities of this role involve managing relationships with users and decision-makers in strategic accounts (mainly large healthcare systems), managing training and educational programs, creating continuous value demonstration programs, and being accountable for customer satisfaction . As part of the role, you will be responsible for planning and executing complex projects, coordinating communications, schedules, and scoping to ensure successful and on-time implementation. The perfect candidate will demonstrate core traits of ambition, passion, resilience in the face of adversity, genuine curiosity about customer’s business needs, strong technical and analytical orientation, terrific interpersonal skills, and ability to custom-tailor solutions for a variety of scenarios.


Responsibilities


  • Manage the post-sales relationship for accounts by serving as the primary client contact and advocate for day to day and escalated issues and requests.
  • Establish and maintain customer satisfaction across accounts through account planning, proactive client communications, issue remediation and containment, and performance measurement.
  • Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.
  • Coordinate activities and provide leadership on directions of key projects, initiatives, and issues across internal business units.
  • Build and create the training and educational program for the users and key stakeholders (usually in a “train the trainer” state of mind).
  • Build and create the value demonstration program, that could include dashboards, data sharing methodologies (extracts, API, etc..) with internal resources, and the account analysts.
  • Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met, and measure the value of the solution to their organizations.
  • Conduct regular briefings on account status to senior management and other internal stakeholders.

Requirements


  • You have a minimum of 5 years of experience in account management and/or CSM experience supporting large healthcare networks.
  • Strong Project Management skills and ability to work with complex technical products.  
  • Preferably experience in medical imaging solution implementations.
  • Experience with analytics, dashboards, using them, and designing them!
  • Excellent presentation skills.
  • Proactive by nature. Go above and beyond to serve as a trusted advisor to your customers. 
  • Exceptional interpersonal, listening, written and verbal communication skills are a must.
  • Proven track record of successfully building and nurturing multi-level client relationships.
  • Superior critical thinking, decision-making, and problem-solving skills.
  • Success-oriented spirit with a focus on customer delight.
  • You have the ability to forecast churn and demonstrate value to your account base.
  • You’re able to lead and develop clear and creative solutions to complex issues while managing multiple initiatives simultaneously.
  • You’re comfortable dealing with complex customer relationships, decision processes, and competing agendas.
  • Ability to tailor message formats and contents to the audience and get heard.
  • Able to operate in a fast-paced environment.

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