Customer Success Manager - Computed Tomography

Job Description Summary

GE Healthcare is seeking a driven, results-oriented Customer Success Manager (CSM) to join our Computed Tomography (CT) Business. As a CSM, you’ll be on the front lines building strategic partnerships as well as collaborating with other teams – from sales and project management to product teams – to set this high growth business up for continued success. The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).

GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

GE Healthcare is seeking a driven, results-oriented Customer Success Manager (CSM) to join our Computed Tomography (CT) Business. As a CSM, you’ll be on the front lines building strategic partnerships as well as collaborating with other teams – from sales and project management to product teams – to set this high growth business up for continued success.

 The CT business within GE Healthcare offers a portfolio of hardware and software solutions for radiology, cardiology, and oncology departments. These solution sets are customizable for each customer to ensure they can achieve their clinical imaging goals.  One of the ways we deliver this solution set is through our Smart Subscription offering.  This allows our customers to subscribe to a solution set and receive the latest and greatest offerings as they receive FDA approval.

Customer Success services will be part of the team to ensure that Smart Subscription customers get the most value possible from their CT Scanner and software solutions.

As part of our team, your responsibilities will be to:

• Advise customers on best practices for transforming their imaging operations by leveraging the Smart Subscription platform to stay up to date on industry trends
• Proactively manage the success of CT customers in your portfolio to deliver consistent value throughout the customer lifecycle
• Act as a technology evangelist and change management leader, guiding customers through product/process change.  Lead SOP development and guide customers as they define future state workflows.
• Understand the top imaging initiatives (clinical and operational) and associated KPIs for the customers in your portfolio and form a strong point of view on how CT solutions can help them achieve those goals 
• Build strong relationships across all relevant stakeholders in our customers’ business, all internal stakeholders and supporting functions.
• Develop deep product expertise and understand how CT and Smart Subscription fit into the broader eco system of tools, data and systems. Present, demo, and aid in trouble shooting.
• Review and analyze usage data, health indicators, renewal dates, and growth opportunities in partnership with the sales teams
• Surface insights and recommendations to customers as you interpret the data from our analytics products
• Design, coordinate and deliver tailored training sessions to ensure confidence with the platform and cultivate customer accountability
• Conduct quarterly account performance planning and reviews in partnership with the sales team
• Resolve customer issues either alone or in collaboration with other CT team members (Service, Sales, Operations, Clinical & Product)
• Represent customer needs when articulating product requirements or scoping services solutions
• Inform the future of CT product development through product feedback requests and proposals, both internally and customer-driven
• Nurture customer advocacy in the form of references, referrals, and case studies

Minimum Requirements

• 5+ years experience in CT clinical use, CT education or Healthcare Customer success role
• Experience with Healthcare, imaging strongly preferred
• Verifiable track record of customer retention and growth by driving adoption, engagement and experience
• Aptitude for learning software and staying current on industry best practices
• Ability to explain complex data and technical issues in non-technical terms
• Comfortable in a dynamic, fast-paced, hyper-growth environment
• Extreme owner, accountable for delivering only the highest level quality of work
• Project management experience and/or experience managing multiple projects with separate stakeholders simultaneously
• Strong ability to set and manage customer expectations while maintaining poise and positive relationships. Must be able to be consultative, prescriptive, and credible.
• Experience working with a variety of stakeholders (i.e, Administration, IT, Physicians, C-Suite Executives, Finance)
• Hands-on team player with a proactive nature. In a growth business, you will be expected to build new processes and tools.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

For U.S. based positions only, the pay range for this position is $115,200.00-$172,800.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Additional Information

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.