Customer Success Project Manager

About the Role

The Customer Success Project Manager will report to the VP of Customer Success. Within the Operations team there are five groups: Integrated Supply Chain, Data Services; Program Management, Technical Solution Delivery and Customer Solution Delivery. This role will be in the Customer Solution Delivery group and be responsible for new program integrations with health systems and continuing to support customers as they grow.

The ideal candidate will be responsible for leading cross functional project teams, defining project scope, planning, coordinating, and implementing projects within the decided-upon budget, timeline, and scope. They will be responsible for developing, tracking, and reporting on the projects. They will effectively monitor and present project updates to relevant stakeholders, customers, or project team members. The ideal candidate displays a professional and polished demeaner while also exhibiting an exceptional commitment to confidentiality, accuracy, detail, and project follow-up

What You'll Be Doing

• Customer Relationship Management: Develop and maintain strong relationships with customers to ensure successful project outcomes and high levels of customer satisfaction
• Project Planning and Execution: Oversee the planning, execution, and delivery of customer success projects, ensuring they meet deadlines, budget, and quality standards
• Cross-Functional Collaboration: Work closely with internal teams (e.g., business development, product, integrations, support) to align project goals and drive successful implementation of customer solutions
• Customer Onboarding: Manage and streamline the onboarding process for new customers, ensuring a smooth transition and effective use of products and services
• Issue Resolution: Act as the primary point of contact for resolving any project-related issues or challenges, ensuring timely and effective solutions
• Customer Feedback: Gather and analyze customer feedback to identify areas for improvement and to enhance the overall customer experience
• Documentation and Reporting: Maintain comprehensive project documentation and provide regular updates and reports to stakeholders on project status and outcomes
• Strategic Planning: Collaborate with leadership to develop and implement strategies to drive customer success
• Continuous Improvement: Evaluate project processes and outcomes to recommend and implement improvements for greater efficiency and customer satisfaction

What You Need

• Bachelor’s degree required
• 1-5 years of experience in program management or related discipline
• Project Management Professional (PMP) certification or similar certification is a plus
• Preferred: Experience project managing an implementation with a healthcare customer
• Ability to learn all functions of the business and build bridges between functions to further the overall goals of the organization - must be a collaborator and communicator
• Accepts responsibility and accountability for project success and associated key decisions
• Continuous improvement mindset and a result and quality driven approach
• Analytical skills: demonstrated ability to troubleshoot complex process/system issues
• Strong communication skills: ability to prioritize and manage multiple simultaneous initiatives
• Experience with Salesforce and with project management tools such as Jira or Smartsheet
• Healthcare experience and medical device experience preferred