Job details

Customer Engagement Specialist/Manager (West Coast Remote)

We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 180 health systems and over 685 hospitals across 49 states rely on our award-winning products to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world.

Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, KS, MT, OR, TX, UT, WA. If your state is not listed, we may not be able to proceed with your application. We have an office in Santa Clara, CA for employees who prefer to work regularly or occasionally from an office.

WHAT YOU’LL DO

Work closely with the Product Implementation team to successfully launch iQueue for Operating Rooms software at both new and existing customers
Collaborate with hospital leadership teams and staff to grow relationships and demonstrate product ROI
Train customers of various roles in hospital organizations on application features. Determine where customer workflows can be optimized after product launch, and serve as the subject-matter expert on the product
Identify opportunities for engagement to increase the value our customers receive from iQueue by monitoring usage and trends through the use of various applications
Collect and synthesize customer feedback and determine when to communicate to internal teams for product enhancements
Serve as the first point of contact and problem solver for customer issues, routing them to the correct internal team(s) when needed
Research customer issues to develop actionable recommendations, and deliver a strategy to help meet users’ goals. If needed, collaborate on issues with the appropriate internal team(s)
Lead customer calls with healthcare staff, managers, directors, and executives in which you discuss goals and a path towards continued success
Create internal and external facing reports to answer questions about customer data, health, and engagement

WHAT YOU’LL BRING

Reliability—Be reliable. Always be reliable
Bachelor’s Degree in business, healthcare or a related field
2+ years of experience in a customer-facing role
Exceptional organizational skills and attention to detail
Effective written and verbal communication skills
Proficiency using computers in an office environment (MS Office, Gsuite)
Experience with utilizing data Analytics tools (i.e. SQL, Tableau, Excel)
Ability to interpret data/metrics and make recommendations for improved customer engagement
Proactive customer-specific solutions, support, and guidance through effective and insightful face to face and written communications
Ability to multitask and adapt in a fast-paced, diverse and evolving environment

BONUS POINTS IF YOU HAVE

Experience working on healthcare products or with hospitals
Master's Degree in business or healthcare
Experience working with various applications to monitor customer health, questions, and engagement within the application.

WHAT YOU'LL GET

Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives!
Competitive compensation package that includes base salary, annual bonus, and stock options
401(k) Match
Comprehensive healthcare benefits
Generous Paid Time Off and Parental Leave
Monthly reimbursement for Skill Building
Monthly reimbursement for Wellness, Transportation, and/or Home Office
Education Reimbursement for select courses/programs

The offered base salary will reflect careful consideration of a number of factors, including your location, skills and qualifications, prior relevant experience, internal equity and market conditions. This range may be modified in the future.

Vaccination policy

We have an obligation to protect our employees, our customers, and the patients of our customers. Therefore employees are required to be vaccinated to work from the office, attend in-person company events, or to travel on behalf of the company.

Candidates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

LeanTaaS is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. We value diversity, inclusion, and aim to provide a sense of belonging for everyone. All qualified applicants for employment will be considered without regard to race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you require assistance during the application process, please reach out to accommodations@leantaas.com. LeanTaaS will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

Please note: LeanTaaS is not accepting agency resumes at this time, and we are not responsible for any fees related to unsolicited resumes. Thank you.

LeanTaaS Glassdoor Company Review

3.6