IT Project Manager II (Customer Success Manager) Digital and Technology Partners HybridOnsite
IT Project Manager II (Customer Success Manager) Digital and Technology Partners HybridOnsite
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USD 120000 - 180060
1 Vacancy
Job Description
This hybrid role requires the ability to work at various Mount Sinai Health System locations including our primary office which is located at 150 E 42nd Street New York NY 10017
Were looking for a seasoned and strategic Customer Success Manager II to join our high-performing team leading the way in digital health this role youll manage key healthcare partnerships drive adoption of innovative digital tools and serve as a trusted advisor to providers and administrators. Youll combine deep healthcare expertise with strong relationship management and data-driven strategy to ensure long-term customer success and this role youll develop strategic recommendations and collaborate closely with leadership to drive customer success initiatives. If youre passionate about improving care delivery through technology and thrive in a cross-functional fast-paced environment wed love to meet you.
Responsibilities
- Develop and maintain relationships with a portfolio of healthcare departments and provide recommendations for optimization strategies to ensure successful adoption of digital health tools.
- Develop and recommend onboarding and training approaches executing plans with leadership buy-in that will integrate with patient and providers workflows.
- Develop data-driven recommendations for product adoption and expansion within the Mount Sinai system.
- Recommends workflow integration strategies based on customer needs assessments.
- Partners with IT product marketing and operations teams to identify issues and propose solutions to enhance customer experience.
- Monitors key success metrics (e.g. engagement retention net promoter score) and propose improvement strategies to be implemented by the customer success team.
- Present quarterly portfolio assessment with recommendations for retention and expansion opportunities.
- Coordinate and execute engagement events content creation and roadshows to drive product adoption and awareness.
Qualifications
Bachelors degree in healthcare administration business IT public health health informatics or a related field required.
Masters degree preferred in business administration public health health informatics or related field.
PMP CSM CCSM CPHIMS certifications a plus.
- 8 years of related experience of which 4 years in management experience or an equivalent combination of education and work experience. At least 5 years supervising technical staff.
- Proven track record of managing customer relationships ensuring retention and driving customer satisfaction in healthcare or health tech settings.
- Hands-on experience leading customer onboarding product training and workflow optimization to ensure seamless integration in healthcare settings.
- Working with internal teams such as marketing product engineering and operations to align customer needs.
- Familiarity with healthcare IT solutions including EHR systems telehealth platforms and patient engagement tools preferred.
Key Competencies
- Relationship building
- Problem-solving
- Data analysis
- Stakeholder and change management
- Process optimization
- Presentation and writing
Desired Qualities
- Relationship-building: Ability to develop strong trust-based relationships with healthcare providers administrators and other key stakeholders.
- Problem-solving: Identifying and addressing customer pain points proactively while ensuring positive customer experiences.
- Data analysis: Ability to interpret customer usage data engagement trends and KPIs to drive actionable insights and improve outcomes.
- Stakeholder and change management: Navigating complex healthcare ecosystems working with providers administrators and IT teams to drive adoption of new technologies.
- Process optimization: Understanding and optimizing EHR workflows telehealth protocols and patient engagement strategies for efficiency and compliance.
- Presentation and writing: Strong ability to convey technical information in an accessible manner conduct customer training present insights to leadership and market the value of our products.
Non-Bargaining Unit 267 - DTP Digital Engagement - MSH Mount Sinai Hospital
Required Experience:
IC
Employment Type
Full-Time
