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.

Accountabilities

• 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

Qualifications

• 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.