Customer Success Manager

3 days ago

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CloudWave, Healthcare IT Solutions

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CloudWave is a provider of healthcare IT solutions that focuses on delivering cybersecurity and managed cloud services specifically for the healthcare sector. They offer a range of services including managed IT, cloud hosting, backup and recovery, and cybersecurity solutions tailored to protect healthcare organizations from cyber threats and ensure compliance. With an emphasis on helping hospitals improve their IT infrastructure, CloudWave supports clients by providing expert guidance and around-the-clock monitoring to maintain secure and efficient operations.

Technology Consulting • OpSus Cloud Services • OpSus|Recover, Disaster Recovery services • Technology Integration • OpSus|Live, Secure Infrastructure as a Service for MEDITECH

51 - 200 employees

Founded 1991

🔒 Cybersecurity

💰 Venture Round on 2014-05

📋 Description

• The Customer Success Manager reports to the Customer Success Management Director and is responsible for maintaining relationships with existing customers through account management, quality improvement, and customer satisfaction efforts. • The Customer Success Manager handles highly visible client services, after action reviews, change orders, service level agreement contract review and modifications, macro customer implementation schedules, customer rounding and recover test dates. • Provides customer account management by acting as an advocate for the customer and in advising, supporting, and acting as an escalation point for all operational processes. • Maintain close communication with larger customers, as well as facilitate communication with technical support when necessary. • Identify potential areas of concern for customers before they arise? • Lead Customer Rounding calls, maintain and track related action items and next steps, conduct SLA reviews, after action reviews, and change order status. • Setup and coordinate customer, vendor and CloudWave meetings to resolve incidents, and conduct service enhancements. • Serve as a point of contact for customers to assist customers with information, navigating the CloudWave organization, or follow up status of issues and requests. • Maintain a thorough understanding of CloudWave services and supported technologies as they relate to customer operations, including but not limited to storage arrays, LAN/WAN networking, server and desktop virtualization, backup management systems, operating systems, and directory services. • Implement and maintain customer satisfaction program with metrics and documented improvement plan. • Present and implement quality improvement opportunities discovered through satisfaction program and SLA review process. • Conduct post implementation reviews with new customers when necessary. • Submit and communicate customer Change Order Requests as necessary. • Serve as OpSus customer liaison for existing and new services. • Coordinate project activities between software delivery and actual customer go-live. • Conduct/Participate in After Action Reviews (AARs) and maintain documentation for customers on critical outages. • Serve as OpSus customer liaison for existing services after project closures. • Facilitate technical planning calls to assist customer in more complex service requests requiring cross-engineering team support. • Participate in Root Cause Analysis (RCA) meetings contributing to details around the customer service experience.

🎯 Requirements

• Five years or more of progressive experience in large complex information systems, MEDITECH, and/or Cloud services recommended. • Three years of MEDITECH project management, implementation, and/or operations are recommended for this role • Three years of customer advocacy or relationship management, sales support, or sales is preferred for this role • Education or equivalent experience in Project Management, Cobit, and/or HIPAA preferred for this position. • ITIL Foundations certification or equivalent experience preferred • Must possess outstanding verbal and written communication skills • Certifications in Project Management, ITSM, or Data Center technical certifications are a plus for this position.