Client Success Manager II

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.  

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad's modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

Success in this role means empowering clients to achieve their business goals through Intelerad's medical imaging technology. The Client Success Manager II serves as a strategic partner to designated clients throughout their journey, developing deep understanding of their needs and applying Intelerad's solutions to drive adoption, growth, and measurable success. This role directly impacts client retention, expansion, and satisfaction by ensuring clients realize maximum value from their partnership with Intelerad.

Key Responsibilities

• Partner with assigned clients to ensure achievement of their business goals through exceptional service delivery, strong relationships, and demonstrated return on investment throughout the client lifecycle.
• Build and maintain strategic relationships with key stakeholders in client accounts by understanding and addressing their specific needs, educating them on products, driving adoption and utilization, and identifying expansion opportunities. Conduct strategic business reviews as needed.
• Coordinate with Sales and internal departments to support client retention, expansion, and issue resolution while meeting service level agreements and managing client expectations.
• Provide proactive and consistent communication with clients to ensure progress against objectives and keep clients notified of changes through regularly scheduled meetings.
• Develop comprehensive Client Account Plans based on deep understanding of Intelerad's products, assigned clients' health information technology needs, business models, client consumption and utilization metrics and workflows.
• Coordinate with other Intelerad departments as needed to ensure that escalated issues are resolved in a timely manner, meeting any SLA requirements and managing expectations with the client.

Qualifications & Experience

• 5+ years of experience in client success, account management, or 2+ years in Health Information Technology.
• Bachelor's degree in business, healthcare, information technology, or related field, or equivalent experience.
• 2+ years collaborating with C-Level executives and their teams.
• Proven ability to manage client accounts valued at $175,000+ annually.
• Excellent communication skills with ability to convey complex information clearly to both technical and non-technical audiences.
• Strong project management and organizational capabilities with ability to manage multiple client accounts simultaneously.
• Ability to work effectively as part of a geographically dispersed team.

Preferred Qualifications 

• Experience with health information technology solutions, particularly medical imaging systems.
• Familiarity with healthcare workflow and clinical radiology environments.
• Track record of driving client adoption and expansion in SaaS or technology environments.

Travel Requirements: Up to 25-30% travel may be required. 

This job description is not a comprehensive list of tasks or requirements and Intelerad reserves the right to change it at any time.  

All your information will be kept confidential according to EEO guidelines.

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

#LI-REMOTE

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. 

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act ("ADA")as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines "disability" as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment