Customer Success Manager

| Seattle | Hybrid
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Company Overview*

Navigating Cancer is the pioneer in patient relationship management software and services for cancer care. The company has developed the first patient-centered oncology platform that improves the care delivery model for patients, providers, pharmaceutical manufacturers and payers. By putting patients at the center of their care, providers become economically viable in value-based payment models, payers and at-risk providers reduce the total cost of cancer care, and pharmaceutical manufacturers improve medication adherence for their life-saving treatments. Most importantly, patients receive a holistic service offering to support their individual goals and preferences.

The company is backed by industry-leading patient satisfaction ratings and currently supports over a million patients, thousands of care providers, dozens of pharmaceutical manufacturers, and several payer models nationwide to lower costs, improve patient satisfaction, and drive better outcomes.
Job Summary

The Customer Success Manager is the primary point of contact to ensure client success by optimizing the utilization of our products and services. The CSM trains clients and manages the customer project to the contract timeline in order to meet business objectives. This role will provide sales support by demonstrating the clinical use of our software solutions and workflow effectiveness. 

Responsibilities and Duties

  • Implement and train our customers for all company products and services 
  • Meets revenue, upgrades, live providers and utilization targets by overcoming hurdles, whether company or customer driven
  • Drives projects and training according to the contract timeline, without sacrificing the quality of the implementation 
  • Increases the utilization of company products and services for existing customers 
  • Maintains and communicates status of projects and reporting updates as required i.e. weekly, monthly and quarterly customer utilization & project statuses 
  • Collaborates with Project and Installation Manager to work on agreed to projects’ independently
  • Provides sales support by providing clinical software demonstrations and best practices for workflow optimization to expand and increase our install base
  • Works in collaboration with the Provider Sales (team) to review quotes and to recommend optimized training and services for clients
  • Recommends process improvement on products and services to increase project delivery and efficiency to improve customer satisfaction/loyalty to various business stakeholders i.e. Product Creation 
  • Maintains an understanding of the competitive landscape, as well as healthcare market trends to support the Provider Sales market 
  • Attends company meetings 

Relevant Knowledge, Skills & Competencies

  • 3+ years medical oncology clinic experience and/or training experience Ability to manage multiple projects simultaneously while working with clients remotely or in person 
  • Familiarity/proficiency with the following: Excel, Word, PPT, Salesforce.com
  • Demonstrated ability to accomplish objectives with and through others without direct control 
  • Extensive knowledge of medical/radiation oncology workflow and software systems in community and hospital environments
  • Experience rolling out new processes and/or systems in an oncology clinic
  • Excellent organizational & communication skills with attention to detail 
  • Proven record of meeting project plan and business target objectives 
  • Enjoys working in a team environment 
  • Travel 60% of the time 
  • BA/BS Degree 

Why work here? 

We support thousands of healthcare professionals and tens of thousands of cancer patients every day. We help cancer patients get better care—and consider this a valuable and meaningful reason to come to work everyday. You get to work with leading technology, wear many hats, and contribute every day to our business success! You get to help us grow and establish ourselves as a world-class business. We are lean, agile, and lightweight. We believe in each other, believe in our work, and have fun along the way.

This position is full time, based in our Seattle office & requires travel. We offer competitive compensation, benefits and a fantastic work environment. Come join our team and make a difference!

Our Values

Work with Purpose. Work together to improve the lives of cancer patients. Collaborate with team members, have passion, enthusiasm and mission for the work that we do.

Act with Integrity. Communicate openly, be honest, follow through.

Be Agile. Discover creative solutions, welcome change. Adapt and pursue continuous improvement.

Seek Simplicity. Reduce complexity for our customers and patients. Simplify our products, our processes and our messages.

Strive for Growth. Constantly strive to achieve personal, professional, and company goals. Continuous reflection, learning and achievement.

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Location

Located in a historic building a block away from the Seattle waterfront and close to Pike Place Market & Pioneer Square.

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