You will act as a strategic partner and advisor, managing relationships, delivering value, and representing the Voice of the Customer (VoC) internally. This position requires collaboration across functions and geographies, and a commitment to meeting measurable KPIs tied to customer success and satisfaction.
Key Responsibilities:
Manage the end-to-end customer lifecycle post-sale: implementation, onboarding, adoption, value realization, renewal, and expansion.
Ensure the successful implementation of MDClone solutions, including project planning, execution, deployment, and integration.
Drive product adoption by aligning capabilities with customer workflows and ensuring high user engagement.
Identify and lead renewal, upsell, and cross-sell opportunities by understanding customer needs and value drivers.
Monitor and communicate project progress through structured plans, timelines, reports, and documentation.
Define, monitor, and manage Key Performance Indicators (KPIs) to track customer outcomes, adoption metrics, and project milestones.
Foster strong, long-term relationships with healthcare customers across clinical, operational, and IT stakeholders.
Represent the Voice of the Customer to internal teams (such as Product Management, R&D, and Support) to influence roadmap and service improvements.
Collaborate with internal cross-functional teams to resolve issues, anticipate needs, and deliver a seamless customer experience.
Travel required: Ability to travel globally to customer sites at least once per quarter.
Bachelors degree or equivalent experience in business, IT, healthcare, or a related field
Minimum 5 years of experience in Customer Success, IT project management, or solution delivery in global enterprise organizations
Proven experience with complex, cross-functional project management, ideally with enterprise software or SaaS
Experience working with or in the healthcare industry a strong advantage
Deep understanding of healthcare operations, data needs, and clinical/operational workflows preferred
Exceptional stakeholder management, communication, and relationship-building skills
Demonstrated success in identifying and driving renewals and expansion revenue
Ability to manage performance metrics and success criteria tied to implementation, adoption, and customer satisfaction
Technical aptitude and the ability to translate business needs into product solutions
Fluency and dominance in English required for effective global communication
Self-motivated, highly organized, and comfortable working in a fast-paced, global environment
