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Client success manager

Intelerad

This is a Full-time position in Montreal, QC posted January 14, 2020.

Company DescriptionOver the last 20 years, Intelerad has grown into a leader of the medical imaging software industry.

We take pride in being a world-class healthcare solutions company with more than 400 employees and over 1000 customer sites.

Today, our distributed solutions play a vital role in the delivery of healthcare across 11 time zones, 3 continents, and counting.We offer a work environment that encourages teamwork, promotes well-being, autonomy, and creativity in our brand new offices located Downtown Montreal.Job DescriptionYour Purpose is:
● To be a key post sales resource for your portfolio of clients;
● To proactively establish and nurture a solid relationship at all client levels;
● You have a deep understanding of our clients unique challenges and will offer customized solutions to remove any potential roadblocks;
● Funnel customer feedback and recommend the most efficient improvements to Intelerad’s cross-functional teams in order to ensure end-to-end great customer experience;
● Work collaboratively with our Customer Success Specialists in delivering SOWs;
● Generate engagement on our upscale services by promoting training and driving new solution adoption in new client project needs;
● Be the client’s voice at Intelerad through a continuous feedback loop process, monitor customer usage data and lead meetings with main stakeholders using your strategic skills for account growth;
●Ensure development roadmap is aligned with the clients’ desired outcomes, improve overall client experience and bring value add.Your Focus and Responsabilities:The CSM is responsible to ensure clients are continuously getting the most value they can from our solutions and services to achieve their goals over the customer lifecycle.The Client Success Manager is responsible for proactively engaging, nurturing and bringing success to our clients while also keeping Intelerad’s best interests at heart.

He/She is responsible to ensure that our clients achieve their desired outcomes at every stage of their journey and that they realize continued value from our solutions and services.Partner with clients to maximize their return on investmentThrough proactive regular contacts, establish a relationship at all client levels Ascertain a deep understanding of the clients’ unique challenges and how our solutions drive valueAssess and initiate project requests to address clients’ needs and build comprehensive SOWMobilize internal technical teams to meet clients’ goalsManage escalations for client issues, act as liaison between Intelerad technical departments and the client, ensure resolution and recommend process improvementBe the point of escalationfor critical client issuesand recommend process improvement Present client progress vs.

goals during business reviewsUnderstand the client’s changing needs and update the plan accordinglyGenerate engagement and drive solution adoption along the customer journey; particularly during: go-live, on-going usage, solution upgrades and renewals help clients get the most from product updates and new services as they become availableAssess training needs, recommend delivery options and additional training development to support clients’ self-sufficiencyBe the point of escalation for critical client issues and recommend process improvementQualificationsPre-requisites:University degree or pertinent working experienceMinimum 3 years of experience in client facing roles in Software and IT industryExperience to secure and maintain professional work relationships and interact with clients at all levels (experience with C-Suite executives is an asset)Ability to travel up to 20%Your DNA:You are a natural relationship builderAmazing track record in a Client Services Role in a B2B (SaaS) environmentYou like to travel across North America and have a valid driver’s license & passportYou thrive in a multitasking fast-paced environmentYou are confident, have high-energy and are a great team playerPolished communication skills in English (both oral and written)Additional InformationCompetitive salaryCorporate bonus programEmployee recognition programEmployee referral programFlexible hours Comprehensive insurance planTraining & skill upgradingSocial eventsDynamic culture