Product

Product Implementation & Customer Success Manager (Remote)

Remote   |   Full Time

About Carta Healthcare

 

We believe that the path to better patient outcomes starts with more fulfilled, better utilized clinicians who are liberated to focus on their true calling, helping patients. We design products that transform the way hospitals use data to deliver care. We make analyzing data fast, easy, and useful for everyone.


Job Summary


Carta is currently seeking a customer-centric, energetic, and highly-motivated individual to join our Product Team. This role is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. The role works closely with our customers alongside Sales, Customer Support, and Product Management teams to ensure our services are delivered successfully. This role is fairly unique to technology companies, thus requiring a strong understanding of technical vernacular in order to effectively communicate with customers and internal teams.

 
Responsibilities you’ll be taking charge of:

 

  • As a Product Implementation and Customer Success Manager, your primary focus will be driving operational improvement at our customers through our products and/or leading co-development pilot programs with customers to develop scalable products 

  • You will understand the unique operational needs of each of your customers, evangelize the products, build/run analytics on customer operations and performance, and work with fellow product managers, marketing and sales to ensure that our products are making our customers successful, making feature suggestions as needed.

  • You will communicate technical requirements and ensure that customer IT and process teams clearly understand the data and setup needs for Carta’s products and coordinate required security and other audits.

  • You will independently manage customer implementations and/or ongoing relationships. This is sometimes an analytically intense process involving receiving accurate data and ensuring key users are identified and accounts are all provisioned. You will establish and maintain strong relationships with key customer contacts.

  • You will make sure that the product is working well on customer sites, and proactively solve problems.

  • You will educate many functional groups about customer successes and pain points. You will work with marketing on producing case studies, customer videos, etc. and help sales close deals as needed in the capacity of a subject matter expert.

Required Portfolio:

  • At least 2-5 years’ professional experience in a client- or customer-facing role such as management consulting, enterprise product management, marketing or sales. 

  • A background in mathematics/statistics, engineering/physics, or data science. Our products are data products, so a quantitative background is critical to the success of our PMs.

  • Excellent communication and organizational skills. How you write your resume and approach us is a good litmus test. A blog, article, or any writing is a huge plus.

  • A maniacal obsession with customer happiness, success, and retention. You’re the type of person who will move mountains to solve problems and make people successful.

  • Experience with data analysis using any tools: Tableau/Excel/Python/SPSS/R.

  • Experience with project management and facilitating change management.

Preferred:

  • Experience working on healthcare products / working with hospitals.

  • Experience with data or analytics products.

  • Experience working on enterprise software products.

 

Carta is an equal opportunity employer with a collaborative culture.

Excited to talk to you!



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