Customer Success Manager
Navigating Cancer's mission is to radically reduce the burden of cancer through transformative digital health solutions. We enable oncology clinics to provide personalized, efficient care to every patient by offering relevant educational materials, ensuring the whole care team has visibility into patient issues and needs, and delivering actionable insights to identify and resolve gaps in care. Through our platform, patients receive a holistic service offering that supports their individual goals and needs.
Job Summary
The Customer Success Manager (CSM) serves as the primary point of contact to ensure client success by implementing and optimizing the use of our products and services. They are responsible for deploying NC solutions with new clients and are accountable for workflow analysis, client configuration and customization, data validation, and end-user training, guidance & support throughout the implementation process. The CSM ensures that project timelines are met to achieve business objectives. This role also provides sales support by demonstrating the clinical use of our software solutions and their effectiveness in improving workflows.
Responsibilities
- Implement core solutions for new clients throughout the project lifecycle.
- Provide subject mater expertise and guidance on NC's suite of solutions.
- Assess current state client workflows and develop future workflows based on best practices.
- Configure technical setups for new client instances.
- Customize end-user solutions in collaboration with clients.
- Validate data to ensure integrity during implementation.
- Train new and existing customers on core solutions.
- Conduct feature demos during implementation and as needed.
- Troubleshoot clinical and technical issues during implementation and Go Live support.
- Assist in investigating client-reported issues during implementation and Go Live.
- Meet revenue, upgrade, live providers, and utilization targets.
- Drive projects and training per contract timelines while maintaining quality.
- Communicate project status updates using tools and reports.
- Collaborate with the Project Manager throughout the project lifecycle.
- Support sales through software demonstrations and workflow optimization.
- Recommend process improvements to enhance project delivery and customer satisfaction.
- Stay informed on competitive landscape and healthcare market trends.
- Must be a Registered Nurse (RN) with a valid nursing license. BSN preferred.
- Minimum 3 years of nursing experience in an oncology setting, clinical training & implementation preferred.
- Extensive knowledge of medical oncology workflow in community practices
- Ability to conduct remote training and manage multiple projects
- Proficiency with Microsoft Office, Zoom, Smartsheets, GSuite, and Confluence
- Strong organizational, communication skills, and attention to detail
- Proven ability to achieve objectives through collaboration
- Record of meeting project and business targets
- Ability to work remotely with occasional travel
- Values collaboration
Why work here?
We support thousands of healthcare professionals and cancer patients every day. We are a mission-driven company that believes in transformational innovation. Everyday we develop new, better ways to improve the patient experience and help lower patient costs. Help us innovate through technology to reach the next level in patient care. We believe in each other, believe in our work, and have fun doing it!
This position is full-time & 100% remote, with the option to come into our Seattle and/or Nashville corporate offices on a voluntary basis for local employees. We not only offer competitive compensation, but have a ton of other perks - here are just a few:
- Flexible Work From Anywhere policy (must be US-based)
- Employer subsidized medical, dental and vision, optional short/long term disability & life insurance
- 401(k) plan with a Roth option and employer matching contributions
- Flexible Vacation
- Parental Leave Benefits
- Annual Hackathons
- Educational stipend
- Employee Referral program
Base Salary Range: $120,000/yr - $140,000/yr + 10% Corporate Bonus
Navigating Cancer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Our Values:
- Work with Purpose: We exhibit an unwavering commitment to enrich the lives of cancer patients and delight our customers.
- Act with Integrity: We communicate openly and honestly, and act with transparency and gratitude.
- Commit to Equity & Inclusion: We’re dedicated to a culture where all people are respected and we believe in creating fair access, opportunity, and advancement for all of our employees.
- Be Agile: We welcome change and actively listen and adapt to deliver creative solutions and improvements.
- Seek Simplicity: We reduce complexity for ourselves, our customers and their patients and seek simplicity in all we do.
- Strive for Growth: We foster personal and professional growth and manage our performance to exceed the company’s goals.