Customer Success Manager

About The Role: 

We are seeking a Customer Success Manager to lead our dynamic team towards unparalleled service excellence in the healthcare sector. This role is central to our mission, bridging the gap between our innovative RTLS solutions and the customers we serve. You will be at the helm of a dedicated team of Solutions Specialists, ensuring our technology not only meets but exceeds our clients' expectations. Your role is multifaceted, involving direct engagement with customers, overseeing the seamless integration of our services, and fostering continuous improvement through strategic audits and solutions enhancement. Collaborating closely with the Key Account Management Team, you will ensure that our solutions are perfectly aligned with our clients' needs, driving success and satisfaction across the board. 

Our Mission: 

Be at the forefront of transforming healthcare with our pioneering RTLS technology. We are driven by collaboration, innovation, and a relentless pursuit of excellence. Our goal is to optimize healthcare outcomes and enhance patient experiences through efficient and innovative use of technology. 

Key Responsibilities:  

• Direct and oversee the Solutions Specialists team, driving the successful adoption and integration of our RTLS solutions across client sites. 

• Foster strong, collaborative relationships with the Key Account Management Team to ensure cohesive service delivery and client satisfaction. 

• Proactively support direct and indirect customer relationships with CenTrak, including aiding regional Customer Success Managers and partners in creating sustainable solutions environments. 

• Conduct continuous inspections and audits of existing and newly deployed solutions to enhance efficiency and effectiveness. 

• Develop strategies to optimize customer account management and service delivery, leveraging our RTLS technology to its fullest potential. 

• Identify customers that can, and should, be moved to remediation status. 

• Work with customers to identify best-practices around managing system health. 

• For large Integrated Delivery Networks (IDN) or Key Accounts supervise additional CenTrak team members assigned to the account. 

• Identify issues impacting system health and coordinating necessary internal/external resources to resolve 

• Maintain regular contact with customers and partners including regularly scheduled meetings. 

• For complex issues, coordinate CenTrak internal resources (technical support, project management, Engineering, Sales, etc.), as well as partners, to help drive to resolution. 

• Ensure the highest standards of service excellence, informed by customer feedback, performance analytics, and market trends. 

• Promote a culture of innovation, excellence, and continuous improvement within your team and across CenTrak. 

• Provide or facilitate ongoing post implementation training/education. 

• Make minor modifications to end user application. 

• Mentor and manage team members to foster professional growth and excellence. 

Qualifications: 

• At least 7 years of leadership experience in technology, healthcare, or customer success roles, with a clear focus on service delivery and team management. 

• Demonstrated ability to manage customer-focused teams effectively, with a strong emphasis on solution-based strategies and customer satisfaction. 

• Exceptional leadership, strategic planning, and team-building skills, coupled with the ability to engage and inspire. 

• Overnight travel up to 10-20%. 

• Effective communication skills, capable of connecting with a wide range of stakeholders. 

• Adaptability and problem-solving aptitude in a fast-paced and innovative environment. 

• In-depth knowledge of RTLS and healthcare technology. 

• Bachelor’s or Master’s degree in business, technology, or a related field.