Customer Success Operations - Planhat Admin

Company Description

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

Job Description

The purpose of the Customer Success Operations role is to ensure the smooth and efficient execution of customer service operations by managing processes, tools, and resources. This position will focus on optimizing workflows, improving operational efficiency, and supporting the customer service team in delivering exceptional service experiences. By collaborating with cross-functional teams, the CS Operations professional will help drive continuous improvement, streamline operations, and provide data-driven insights to enhance overall customer satisfaction and business performance.

Responsibilities

• Planhat Administration: act as the primary administrator on our Planhat Instance, this includes significant oversight of Planhat and/or other system architecture
• Triage and refine Client Success Operations issues for streamlined review and effective and timely deployments
• Manage Planhat roadmap and agile milestone management to ensure timely completion of issues
• Drive cross-functional programs and initiatives to support scaling of the business and integrate the Client Success engagement processes with teams throughout Intelerad (e.g., sales, marketing, product)
• Lead the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased Client insights through data, automation, and telemetry
• Collaborate with Field Enablement to assist with training and enablement
• Identify opportunities to improve current reporting formats, processes, and systems
• Create and coordinate key reporting for Intelerad leadership team, partnering with the Client Success analyst to provide reporting on customer adoption, sentiment and advocacy and business results (i.e., forecasts, renew, expand, churn)
• Assist implementing lifecycle processes, policies and metrics to support customer outcomes and business growth, defining the appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)
• Operate as a thought partner to the Business by providing scalable approaches, operational priorities, and delivery insights that drive overall business outcomes
• Tool Management
  • Manage Planhat
  • Create operational reports/dashboards in PowerBI
  • Manage CS components of Salesforce and Service Now
• Process Optimization
  • Documentation of CS playbooks
  • Collaboration with other teams on process
• Data Analysis
• Performance Tracking
  • NPS
  • KLAS
  • CSAT
• Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.

Qualifications

Employment Pre-requisites

• Progressive experience building and maintaining tools such as Planhat, Salesforce, Mavenlink, and/or other Client Success and Professional Services systems
• Progressive experience with business model design, change and impact analysis, experiment design and metric design
• SaaS and B2B experience

Desired Competencies

• Strong analytical ability and able to prioritize multiple projects
• Excellent problem solving, project management, interpersonal and organizational skills
• Interest in Intelerad, and open-source software
• You share our values and work in accordance with those values
• Planhat Admin certification
• Understanding and knowledge of product usage date

Additional Information

All your information will be kept confidential according to EEO guidelines.

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

#LI-REMOTE

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. 

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment