Customer Success Specialist

CE's mission is to improve care worldwide. To achieve this vision, CE has strived to deeply understand the challenges facing clinicians and provider organizations as they evolve their work-flow to cope with changing regulatory payment pressures while striving to deliver high quality and effective care. We are searching for a Customer Success Specialist, ideally located in Chicago, IL. Our office is conveniently located a few blocks away from Union Station. The Customer Success Specialist is a key contributor within a multifunctional team to drive success and meaningful utilization of the CE product suite at customer sites. He/She is responsible for product implementation and ongoing utilization. They execute on the approach, deployment and performance optimization efforts under the direction of Customer Success Management and Sales to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that renewals are achieved. Implementation and Project Planning Develop effective plans for customer deployments and utilization with identified milestones and goals, including implementation and optimization activities. This includes ensuring the coordinated execution of tasks across a multi-disciplinary team (Systems Implementation, Customer Support, Enterprise Support, Research & Analytics, Lifecycle Marketing, etc.) and for a variety of activities (access planning, configuration and execution; training & onboarding; communication plans & digital programs; reporting, etc.) Understand and uncover client needs, initiatives, and deployment opportunities to develop and align prioritized project plans for assigned accounts with identified milestones and goals. Provide input and feedback on the effectiveness of client project plans, including implementation and optimization activities, to proactively adjust plans with client project leads to allow for proper execution and successful deployment. Conduct customer trainings and onboarding activities Where appropriate, coordinate with Engagement Manager to execute supporting implementation activities Utilization Management Oversee customer utilization and product performance Analyze customer utilization patterns to identify areas of risk, opportunity and need Conduct utilization reviews with customer providing insight to utilization and making recommendations for improvement Work with clients to re-engineer workflow processes where necessary Partner internally on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns Identify cross-sell/up-sell opportunities for sales organization Client Relationship Management Collaborate across internal teams in efforts to maintain the health and well-being of assigned accounts, effectively managing client expectations, and supporting success and renewal Work with customers to set utilization goals and benchmark success, leveraging tools (reports, case studies, client references, etc.) to win and maintain customer support On-going support Support customer with ad-hoc advisory and utilization support Other Related Duties Establish positive, collaborative relationships with client representatives even under difficult or escalated circumstances Act and communicate professionally as a representative of the CE Respond quickly and appropriately to customer questions, needs and requests and coordinate resources to meet those needs Track and document project plans, status and progress Experience Direct healthcare provider experience, preferably in a project manager or IT function Excellent project management skills to track large, complex software implementations across multiple customer sites Understanding of clinical environment and workflows Data-oriented, consultative approach to promote product utilization with customers

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