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Clinical Customer Success Manager, Nsw
4 months ago
Reports to:
Functionally to Clinical Product Success Manager, with dotted line to Managing Director ANZ.
**Location**:
Sydney
**Responsibilities**:
- Develop an in-depth knowledge of Oneview’s products to support customers in the successful implementation and operation of the Oneview platform
- Collaborate with customers to set and track customer success metrics, based on our Value Framework.
- Work with customers to implement and optimize clinical and operational workflows for our product functionality, based on standardized workflows
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- Leverage & support our standardized training l materials for customers and support their training programs.
- Develop and cultivate operational relationships across the customer
- Identify opportunities to optimize the solution and add value for customers, both within the existing capabilities of the product suite and to identify and frame customer problems that could be solved with product development
- Be the clinical domain expert and user champion for Oneview product development and product adoption in the ANZ market, ensuring our products meet the needs of Care Teams and measurably improve the Care Team experience
- Collaborate with Account Management to prepare for and conduct monthly operational and quarterly executive meetings with customer stakeholders
- Collaborate with Product to ensure that standardized data analytics enable the measurement of customer success metrics
- Collaborate with Account Management and Marketing to prove our value proposition with customer testimonials
- Participate in our global Customer User Group, and foster our ANZ customer community and customer collaboration
- Collaborate with Sales to evangelise the value proposition and clinical impact with existing customers and prospective customers as required to support new business, expansion, retention, and up-sale initiatives
**Requirements**:
- A nursing or comparable clinical qualification
- Experience in clinical informatics and/or in the successful implementation or operation of technology within a hospital environment
- Previous professional services or customer service experience preferred
- Excellent communication skills with the confidence to conduct presentations and demonstrations to large groups of stakeholders at all levels
- Excellent organizational, project management & time management skills
- Highly personable with the ability to build relationships
- Collaborative with a strong sense of teamwork, understanding that when we succeed, we succeed together
- Ability to travel within Australia when required to customer sites, up to 20% of time
