Experienced Customer Success Manager – RetinaOS Inventory Management System Implementation and Client Relationship Development at blithequark

Introduction to blithequark blithequark is a pioneering force in the healthcare industry, driven by a mission to make quality care more accessible and affordable for all. As a Fortune 10 company, we touch virtually every aspect of healthcare, delivering insights, products, and services that transform the lives of patients, communities, and our people. Our culture is built on a foundation of care, where the well-being, happiness, and health of our employees and those we serve are paramount. We empower our team members to grow, make a meaningful impact, and bring innovative ideas to the table, shaping the future of health together. Job Overview The Customer Success Manager (CSM) role at blithequark is a dynamic and challenging position that requires a unique blend of technical expertise, business acumen, and interpersonal skills. As a CSM, you will be responsible for managing the technical aspects of our relationship with clients, focusing on the successful implementation and adoption of our RetinaOS Inventory Management System. Your primary objective will be to drive client satisfaction and retention through utilization optimization, ongoing education, and proactive support, ensuring that our clients derive maximum value from our technology. Key Responsibilities Develop and maintain strong relationships with clients, gaining a deep understanding of their business needs, challenges, and goals for our technology. Support new client implementations of RetinaOS, including requirements gathering, user training, initial inventory loads, go-lives, and post-implementation support. Collaborate with technical teams to ensure seamless and timely integration of technology, achieving Go Live target dates and exceeding client expectations. Employ decision-making skills to develop and communicate solutions, often without predetermined guidelines, and offer guidance on hardware options best suited for practice needs. Capture and share best practices for the use of technology from clients, proactively following up with clients to ensure a positive experience post-onboarding. Confirm adoption of RetinaOS, ensure alignment around goals and milestones, reset expectations where necessary, and align with the client on their success plan to ensure adoption and maximize use of technology. Train new and existing clients on RetinaOS, ensuring they derive the most value possible from the technology, and demo new features to existing clients to ensure their awareness and use of the full platform. Analyze usage data to identify proactive opportunities to drive the adoption of technology and features, maintaining accurate and up-to-date records of member interactions and technical issues in CRM and ticketing systems. Utilize internal software platforms and resources to gather, analyze, and produce reportable metrics to clients, recognizing the ROI of technology and performing other related duties as assigned. Essential Qualifications To be successful in this role, you will need: A degree or equivalent, typically requiring 2+ years of relevant experience in a similar field. Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams. General knowledge of healthcare, with a willingness to develop business acumen related to the ophthalmology space, including knowledge of EMR and Practice Management systems. Ability to use discretion and independent judgment while dealing with ambiguous information, possessing strong phone, video, and in-person presence. Proven ability to manage multiple clients and projects simultaneously, communicating progress in an organized fashion and effectively presenting information to healthcare clinics. Skill in problem-solving, performing basic analysis, and thinking creatively to find solutions to technical problems. Preferred Qualifications While not essential, the following qualifications are highly desirable: Bachelor’s degree in a relevant field, such as healthcare, business, or technology. Experience working in the ophthalmology space, with knowledge of EMR and Practice Management systems. Familiarity with CRM and ticketing systems, such as ZenDesk, HubSpot, and SalesForce. Ability to travel up to 15% annually and occasionally work outside of standard hours to support clinic schedules and conferences. Skills and Competencies To excel in this role, you will need to possess a range of skills and competencies, including: Strong technical skills, with the ability to learn and adapt to new technologies quickly. Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams. Ability to work independently and as part of a team, with a strong sense of initiative and self-motivation. Strong problem-solving and analytical skills, with the ability to think creatively and develop innovative solutions. Ability to prioritize tasks and manage multiple projects simultaneously, with a strong attention to detail and organizational skills. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees, offering a range of career growth opportunities and learning benefits, including: Professional development programs, such as training and mentorship opportunities. Career advancement opportunities, with a clear path for progression and growth. Access to a range of learning resources, including online courses and workshops. Opportunities to work on high-impact projects, with a focus on innovation and creativity. Work Environment and Company Culture Our work environment is dynamic and fast-paced, with a focus on collaboration, innovation, and creativity. We offer a range of benefits, including: A competitive compensation package, with a range of perks and benefits. A flexible and remote work environment, with the opportunity to work from home and occasionally travel. A culture that values diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive environment for all employees. Opportunities to get involved in company-sponsored events and activities, such as volunteer days and social events. Compensation, Perks, and Benefits We offer a competitive compensation package, with a range of perks and benefits, including: A base pay range of $63,400 - $105,600, depending on experience and qualifications. A range of benefits, including health, dental, and vision insurance, as well as a 401(k) matching program. Opportunities for career advancement and professional growth, with a clear path for progression and development. A flexible and remote work environment, with the opportunity to work from home and occasionally travel. Conclusion If you are a motivated and results-driven individual, with a passion for delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity. As a Customer Success Manager at blithequark, you will have the chance to make a meaningful impact, working with a talented team of professionals who share your commitment to excellence and customer satisfaction. Join us at blithequark and be part of a dynamic and innovative team that is shaping the future of healthcare. Apply for this job