Customer Success Manager, Provider Network
Department: Customer Success
Employment Type: Full Time
Location: Cambridge, MA
Description
At Iterative Scopes, we are pioneering the application of powerful, proprietary artificial intelligence tools to the practice of gastroenterology and drug development. We've set out to drastically improve clinical decision making while meaningfully improving patient lives through better diagnosis, disease management, and treatment, leading to better health outcomes.
As a Customer Success Manager (CSM), Provider Network, you will partner with healthcare providers and Iterative's internal teams to enable long-term success of our hospital, outpatient, or group practice customers. To do so, you will coordinate technology deployment, implementation, customer adoption, and utilization of our computer vision technologies for gastroenterology. As CSM, you are a true partner and advocate for our customers, starting from the presales process (in collaboration with our BD team), and work proactively to identify opportunities to deliver value and enable long-standing relationships.
Key Responsibilities

• Represent Iterative Scopes as primary point of contact to healthcare provider customers, including academic medical centers, outpatient centers, community practices, and other gastroenterology healthcare providers, to deliver value and grow our business relationships with these customers
• Project manage the deployment, training, and onboarding of Iterative's technology to healthcare professionals by collaborating with internal and external stakeholders. Align resources and ensure project execution working closely with Iterative's Clinical Operations, Product, Engineering, Data Privacy, and IT/Hardware/Security teams
• Provide ongoing and proactive customer engagement to ensure customer value and success, including regular customer success reviews and high-quality responses and resolutions to customer needs and requests
• Communicate success outcomes to customers, including key partnership success metrics such as improvements in patient outcomes, practice operations, practice efficiencies, and clinical research success where relevant
• Identify opportunities to create customer success process efficiency and work to drive continued improvements in customer engagement processes
• Deliver presentations to internal and external stakeholders to ensure success of partnerships and customers
• Ensure accurate completion and maintenance of internal, partner, and external reporting requirements as needed

Requirements & Qualifications
Ideal Candidate Profile:

• You have proven experience in healthcare B2B customer success roles, driving user adoption and expansion of accounts through customer success
• You have extensive knowledge and experience in the healthcare industry, especially in selling and delivering to healthcare professionals
• You are an outstanding communicator and project manager
• Hardworking, fearless, forward-thinking, credible, conscientious and creative
• You are agile when it comes to networking and investing the time to get to know all-comers
• You dive head first into accepting diverse and challenging assignments with rigor, intellectual curiosity and tenacity
• You have the ability to build a sphere of influence at all levels
• You identify operational gaps, plug the holes, and just make things work, with an eye for how to improve processes for future efficiency

You'll be a cultural fit if you:

• Consistently find connections between seemingly unrelated concepts
• Are able to take an idea or problem that may not necessarily have a defined home within the organization, and go figure it out with little to no direction
• Are innovative, resourceful and have the ability to thrive in a fast-paced environment
• Are heavily interested in healthcare and medicine, and you seek to make a difference in patients' lives

Minimum Qualifications:

• Bachelors degree is required
• Minimum 3 years in customer success management related to med tech, med device, or software deployment with healthcare providers

Preferred Qualifications:

• Prior customer success experience working with healthcare professionals to deliver AI/ML software into physician workflows
• Strong knowledge of clinical physician workflows; prior experience working in clinical research (clinical trials)
• Proven track record of expanding customer relationships with large group practices and physician networks

Benefits

• Vision/Dental/Medical Insurance
• Life/Disability Insurance
• Maternity/Paternity leave
• Stock Options
• Flexible Work Hours
• Unlimited Paid Time Off
• Fun Workspace! (Standing Desks/ Balance Boards/Ping pong Table/ Pick your own workstation set-ups!)
• Free Snacks and Drinks (Jura Espresso Maker + Snacks upon requests!)
• Free lunch on Fridays