Manager, Clinical Customer Success
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Job Description
Manager of Clinical Customer Success overseeing ICU Medical's nursing team and driving post-implementation strategies to enhance clinical outcomes.
Responsibilities:
- Lead, mentor, and develop the Clinical Customer Success Nurse Consultant (CSNC) team.
- Establish team goals, performance expectations, and development plans.
- Provide coaching and professional growth opportunities.
- Oversee post-implementation customer success activities.
- Ensure smooth transition from implementation to customer success.
- Build executive-level customer relationships.
- Monitor customer health metrics and implement mitigation strategies.
- Develop customer success strategy for clinical infusion products.
- Standardize processes and best practices.
- Create and track KPIs for outcomes and team performance.
- Lead cross-functional initiatives to enhance customer experience.
- Oversee analysis of infusion data and utilization metrics.
- Translate insights into actionable recommendations.
- Support strategic account planning.
- Lead development of post-implementation customer-facing tools and materials.
- Ensure accurate documentation in CRM/business systems.
- Maintain expert-level knowledge of products and clinical workflows.
Requirements:
- Must be at least 18 years of age
- Bachelor of Science in Nursing (BSN) required, Advanced degree (MSN or MBA) preferred.
- 5+ years acute care clinical experience required.
- 5+ years of clinical leadership experience required.
- 3–5 years in customer success, clinical support/education, account management, or medical device roles preferred.
- Valid, unrestricted nursing license.
- Valid, unrestricted driver’s license.
- Experience with data analytics and enterprise electronic health systems preferred.
- Experience with Tableau preferred.
- Strong clinical background and customer engagement skills.
- Excellent communication and leadership abilities.
- Highly organized and detail oriented.
- Proficiency in Microsoft Office tools.
Benefits:
- This job operates in a professional office environment and routinely uses standard office equipment.
- Typically requires travel 20-50% of the time.
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