Customer Success Partner at MDClone
United States of America
The Customer Success Partner is responsible for supporting the strategy and successful clinical deployment of MDClone at customer sites. This is a critical role that requires influence with all stakeholders of client organizations (up to CEO level) to take clinical concepts into healthcare operations. The Primary purpose of this role is to manage and control MDClone projects for customers and ensure project completion in time, within budget, and meeting customer needs.
This will include:
Manage product implementation
involvement and manage installation
Product maintenance
Product upgrades
Responsible for translating customer’s business needs into technical solutions or requirements
Manage MDClone – Customer relationship, boots on the ground
Responsibilities:
Project success and management of cross functional operations, processes, and services that support implementation Proactive solution-minded management of integration and ability to communicate and visualize project and business impacts through implementation timeline
Define and deliver on clinical and operational elements key to customer success
Support MDClone Product Management or other MDClone Management by providing project management control on key initiatives.
Work with Project Team to define estimate & schedule project work to achieve project scope.
Provide a platform for communication and relationship management -- engage stakeholders for buy-in, relieve bottlenecks & appropriately manage complex and/or difficult communications
Monitor project performance and manage through execution and control via information and reporting; Assist in root cause analysis.
Identify and escalate critical issues in a timely manner.
Manage scope to the contract, and follow scope change process for any changes throughout project lifecycle
Clear communication of project plan timelines and deliverables, iteration of work breakdown structure and clear communication of meetings and discussion minutes with status of tasks, work to be completed, and work in progress.
Ability to manage internal and external resource calendars and competencies as required for project success
Set and communicate team/individual responsibilities
Definition of gaps in team member or client competencies and escalation of gaps to leadership in a timely fashion
Allocate work load to fully utilize every program team member's talent
Academic and professional qualifications:
Bachelor's degree or relevant business / information technology experience.
Success in implementation and change management in healthcare technology
Demonstrated experience in project management, including influencing, communications, tracking skills, and planning and organization.
Solid knowledge of project management methodologies, tools & techniques.
Strong ability to collaborate with individual contributors to define business process issues, analyze operational efficiencies, implement creative solutions, and measure delivery results.
Experience:
Minimum 3 years relevant project management and/or management experience, plus at least 5 years relevant business experience.
Experience working within technical and complex product organizations
Healthcare background in informatics, nursing or other scope of practice, and/or population health
Demonstrated ability to understand healthcare operations, gaps, and opportunities for optimization
Demonstrated success in large-scale enterprise project management
Proven stakeholder management skill, and demonstrated ability to lead interactions with both internal and external clients.
Travel Requirements:
Ability to travel occasionally as warranted by project work and location; frequency will vary depending on project requirements
MDClone offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings. MDClone policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants must be legally authorized to work in the United States. Verification of employment eligibility will be required as a condition of hire
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