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Implementation Consultant / Customer Success / Customer Experience Manager

Are you passionate about working in Healthcare Technology and helping companies adopt a digital transformation? We want to talk to you! NikoHealth is looking for a customer success / experience manager to support and deliver a rock star experience to customers.

To succeed in this role, you should be an outstanding project manager, communicator, and experienced within a SaaS environment. You will support customers by enabling them to launch NikoHealth successfully, adopt it widely, and realize significant business value.

Day To Day Activities

  • Developing adoption strategies to guide users to realize the most value from using NikoHealth
  • Delivery and change management plans with customers
  • Customer onboarding project planning
  • Managing mitigation & resolution strategies
  • Maintaining primary relationships with customers
  • Sharing product knowledge with customers and guiding best practices for system adoption
  • Finding opportunities to build long-term relationships within accounts
  • Providing guidance on user experience and implementation of NikoHealth
  • Managing deliverables and milestones
  • Providing support to customer project teams
  • Continuously providing feedback to NikoHealth leadership

What it takes to succeed in this role

  • Business process transformation and delivery experience within a SaaS environment
  • Proficiency in English
  • Project management expertise
  • Experience in end-to-end system implementations
  • Excellent consultative and communication skills
  • Strategic, problem-solving mentality, passionate about customer success
  • Ability to present and have discussions at the C-level
  • Ability to facilitate learning content in a way that is structured and appropriate for different audiences
  • Ambition, creativity, and a dedication to driving customer loyalty and adoption

Preferred Qualifications:

  • 1+ years in a SaaS environment
  • 2+ years in a B2B customer-facing role
  • Operational experience in the home medical equipment industry (HME/DME)