Manager, WaveMark Customer Success

WaveMark™ is a scalable, enterprise-level, Software as a Service (SaaS) platform that integrates with clinical and financial systems for healthcare customers. Our supply management and workflow solution provide visibility and actionable insights to enable a clinically integrated, digitally automated supply chain to improve patient outcomes. We offer best in class service & technology that integrates with clinical and financial systems leveraging cloud-based software, an advanced analytics platform and a portfolio of data capture hardware solutions.

We currently have one opening located remote in the United States.

The WaveMark Customer Success team touches all aspects of the customer’s lifecycle, and we are collectively the face and voice of WaveMark and Cardinal Health wherever WaveMark operates within the customer’s organization. The WaveMark Customer Support-Success Manager is accountable maintaining the team, processes, and systems that enable WaveMark to provide comprehensive support, speedy resolution, and a superior customer experience to both internal and external stakeholders. This individual will oversee WaveMark Customer Support Level 1 - 3 as well as Field Engineering and Product Data Team and will report to the Director of Customer Success.

Responsibilities:

• Support the strategic direction of WaveMark and provide leadership to the Customer Support team.
• Work collaboratively across organizations to drive quality, successful and efficient outcomes for WaveMark customers.
• Build strong team environment, culture of teamwork, collaboration, continuous improvement and customer service excellence. Recruit, hire, develop and maintain a high performing team.
• Provide leadership, management and oversight of the Level I, Level II, and Level III teams.
• Development and management of account management processes and tools. Create technical documentation for troubleshooting complex support issues. Drive increased efficiencies in case resolution processes.
• Define, measure, and ensure compliance with established service level agreements for time and quality of case resolution.
• Maintain focus on continuous improvement activities and effectively partner cross-functionally to drive continuous improvement of customer support, in all its forms.
• Champion adherence to policies, procedures, and security protocols for the protection of Cardinal Health, the WaveMark business, and our customers.
• Establish effective practices, tools and standards for communicating information to relevant WaveMark teams and cascading guidance to Customer Support staff.
• Collaborate with the Director and Senior Managers of Customer Success to ensure wrap-around support for all levels of customer stakeholders at all stages of their WaveMark journeys.
• Cultivate expertise with all aspects of the WaveMark solution, including both core existing functionality and new features as they are released, and foster competency within the team.
• Work collaboratively with internal and external teams including Operations, Customer Service, and Engineering during deployment process as well as identify opportunities post go-live for improved analytics and enhancements to further differentiate our solutions.

Qualification:

• Bachelor’s degree or equivalent work experience preferred.
• Experience with Software as a Service (SaaS) customer support strongly preferred.
• Proficiency using SalesForce reporting and management tools to measure improvement, identify issues, and streamline team performance
• Experience in customer service support, account consulting or healthcare supply chain preferred.
• Minimum 5 years managing remote teams with accountably for large, complex organizations preferred. 
• Advanced knowledge and understanding of project management methodologies and relevant clinical and IT operations.
• Experience guiding customers through solution adoption and change management
• Demonstrated ability to develop and communicate complex concepts & strategy in a clear and concise manner to a variety of audiences, including senior leadership
• Proven leadership capabilities, including ability to manage diverse personalities/skill sets in a changing environment.
• Strong written and verbal communication skills at all levels of an organization
• Computer proficiency in Microsoft Office products (Access, Excel, Outlook, PowerPoint, Word)
• Customer success, problem solving, and analytical skills required
• Experience in change management or Lean Six Sigma background preferred
• Experience delivering large scale solutions
• Ability to travel 25%domestically, booking travel according to Cardinal Health’s travel policy.
• Customer/Vendor credentialing may be required (this may include vaccinations). More details will be provided if you are selected for an interview.
• Ability to work remotely from home requires a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet.

Anticipated pay range: $103,500 - $155,295

Bonus eligible: Yes

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs

* The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

Application window anticipated to close: 11/13/2024 *if interested in opportunity, please submit application as soon as possible.

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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.

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