Technical Customer Success Manager

Overview

Kimedics, LLC is one of LocumTenens.com families of companies. Kimedics is building workforce solutions for healthcare staffing to help operations teams and clinicians spend less time on administrative tasks and more time on patient care. With the growing clinician shortage, medical groups have to rely on collaboration with their clinician networks and staffing partner organizations to fill their schedule efficiently - and without the right tool this can get incredibly complicated and expensive fast. We help them organize and optimize their practice staffing and scheduling operations! We have built a full-stack end-to-end solution consisting of roster management, credentialing and document task templates, scheduling apps, pay calculation automation and analytics dashboards that empower healthcare organizations to optimize their schedule and rosters for the best fit and cost optimized schedule.

We are a Jackson Healthcare company and we are now the second largest healthcare staffing company in the U.S., serving more than 7 million patients in over 1,400 healthcare facilities.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

Customer Success and Product Support - 100%

* Serves as the primary technical point of contact for system integrations with client.
* Supports operations and partner organizations with technical integrations and product-related questions
* Identify new product features that will drive quality and value
* Anticipates issues and finds opportunities to replicate and systematize solutions to support effective scaling
* Monitors client activity and behavior in the platform and seeks opportunities to enhance client experience
* Partners with Product organization(s) to relay client needs, issues, and experiences to drive product strategy, roadmap, and prioritization
* Routinely operates as a SME to Kimedics and clients providing best practices and recommendations.
* Collaborates with business stakeholders to gather/refine requests and provides updates on project/product health
* Evaluates solution options and defends position of personal recommendations that drive the greatest business value
* Captures and distills voice of customer feedback
* Validates project deliverables to ensure expected benefit is being demonstrated

SECONDARY FUNCTIONS (IF APPLICABLE)

* May work on special projects or other duties as assigned

SUPERVISORY/BUDGETARY/EXTERNAL COMMUNICATION RESPONSIBILITY

* Communicates with external vendors and service providers as needed

QUALIFICATIONS - EDUCATION, WORK EXPERIENCE, CERTIFICATIONS:

* Bachelor's degree in a related field required
* 7+ years of SaaS experience in a sales environment, including demoing, implementation, and project management
* Prior experience as a sales engineer for SaaS solutions preferred

KNOWLEDGE, SKILLS, AND ABILITIES:

* Ability to adhere to and exhibit the Company Values at all times
* Working knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Teams
* Experience with Agile methodologies and DevOps practices.
* Excellent communication - skills both oral and written
* Proficiency in customer relationship management (CRM) software
* Ability to build and maintain relationships with potential clients
* Solid critical thinking and creative problem-solving skills
* Strong organizational and time management skills
* Ability to work independently and collaboratively
* Flexibility and adaptability to change
* Ability to consistently meet goals, commitments, and deadlines

Ability to work with sensitive information and maintain confidentiality

KEY COMPETENCIES REQUIRED

* Communicates Effectively
* Customer Focus & Teamwork
* Decision Making
* Develops Self
* Innovative
* Quality & Results Oriented
* Resourcefulness & Tenacious
* Technical Skills

PHYSICAL, MENTAL, WORKING CONDITION, AND TRAVEL REQUIREMENTS

* Typical office environment - sedentary with typing, writing, reading requirements. May be able to sit or stand.
* Speaking, reading, writing, ability to use a telephone and computer
* Ability to exert up to 10 lbs. of force occasionally
* Ability to interpret various instructions
* Ability to deal with a variety of variables under only limited standardization

What is in it for you

Company-paid benets (Basic Life and AD&D, Short and Long-Term Disability, Employee Assistance Program, Compass Health Advocate and Transitions).
Healthcare benet options (Value Plan, High Deductible Plan with HSA, Healthcare FSA, Dependent Care FSA, Prepaid Legal Services, 529 Savings Plan, Pet Insurance).
Paid maternity and paternity leave.
Company sponsored 401k plan with company matching.
PTO that accrues at a rate of 15 days/year for 1st year and continues to increase with tenure.

DISCLOSURES

SMOKING:

Smoking/vaping and the use of tobacco products are prohibited on all Company premises, including indoor and outdoor areas, parking lots, and Company-owned vehicles.

DRUG TESTING:

As part of our employment process, candidates who receive a conditional offer may be required to undergo pre-employment drug testing.

EEO Statement Requirements:

We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under the law.