The Customer Success Consultant is critically important to the customer's success in utilizing the WaveMark solution. The CSC's responsibilities include providing professional on-site customer support for the WaveMark system, helping customers with concerns or issues, and building strong trusted relationships with clinical, supply chain, and technical staff. The CSC executes on the strategic plan and ensures that all WaveMark enabled departments are utilizing the full WaveMark portfolio in support of patient safety, staff efficiency, and financial performance.
The WaveMark Customer Success Consultant, in this case, holds the responsibility for managing WaveMark accounts within a large IDN.
Cultivate relationships with new and established customers to ensure a successful customer experience
Complete site visits to each customer account with appropriate frequency
Master the full range of WaveMark products/services and keep up with new releases.
Responsible for customer advocacy to ensure issues are resolved in a timely and effective manner while adhering to WaveMark policies and procedures.
Work in a cross functional team consisting of Operations, Engineering, Customer Support, and other functions to ensure Successful installation and adoption of the WaveMark solution.
Serve as a subject matter expert with customer for on-site troubleshooting technical issues
Participate in product development initiatives including new product design, documentation review, and ensuring that customers benefit from new products and enhancements.
Drive improvement in key Account Health metrics
Communicate system updates to local clinical staff and super- users
Ensure all account-level meetings and conversations are documented in SFDC
Work closely with CS team to help support customer service issues
Deliver local staff solution training i.e. Mobile Hospital, Dashboard, and system reports
Deliver hospital-level Strategic Business Reviews to key stakeholders that will help drive towards customer goals and WaveMark best demonstrated practices
Able to travel work with customers during project planning, implementation and on-site issue resolution
Must be local to Baltimore/DC area, or willing to relocate there
Must be willing and able to travel locally in and around Baltimore/DC metro, as well as out-of-region travel up to 25% of the time.
Bachelor's degree or equivalent work experience preferred
3-5 years of experience in customer service support, account consulting or healthcare supply chain preferred
Strong written and verbal communication skills
Computer proficiency in Microsoft Office products (Access, Excel, Outlook, PowerPoint, Word)
Customer service/client facing, problem-solving and analytical skills required
Experience guiding customers through solution adoption and change management
Must provide proof of and maintain current immunizations and obtain additional immunizations appropriate for the facility which enables access to customer sites in order to perform essential job functions. Proofs must include Hepatitis B, Influenza (current year), MMR (mumps, measles, rubella),Varicella (chicken pox) Annual TB/PPD (skin test), Tetanus/Diphtheria/Pertussis.
A Covid-19 vaccination or a legitimate accommodation is required in order to be employed in this position. Covid-19 vaccination includes: 2 doses of the Moderna or Pfizer vaccine / 1 dose of the Johnson & Johnson vaccine, or 1 booster dose of the vaccine (Johnson & Johnson, Moderna, or Pfizer). Please Note: vaccines may be required for the position subject to federal, state and/or customer requirements
What is expected of you and others at this level
Applies advanced knowledge and understanding of concepts, principles, and technical capabilities to manage a wide variety of projects
Participates in the development of policies and procedures to achieve specific goals
Recommends new practices, processes, metrics, or models Works on or may lead complex projects of large scope
Projects may have significant and long-term impact
Provides solutions which may set precedent
Independently determines method for completion of new projects
Receives guidance on overall project objectives
Acts as a mentor to less experienced colleagues
Baltimore Metro Area
Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities.We are a crucial link between the clinical and operational sides of healthcare, delivering end-to-end solutions and data-driving insights that advance healthcare and improve lives every day. With deep partnerships, diverse perspectives and innovative digital solutions, we build connections across the continuum of care. With more than 50 years of experience, we seize the opportunity to address healthcare's most complicated challenges – now, and in the future.As a global, growing company, we’re able to offer rewarding careers that let you make a positive impact on our customers and communities.