Customer Success Manager
Core
Lead managed services engagements for healthcare organizations using InterSystems platforms, ensuring reliable service delivery, regulatory compliance, and alignment between contractual commitments and clinical/operational outcomes.
Role type
Senior Customer Success Manager (Managed Services)
Builds
Managed services operations for healthcare IT platforms (IRIS, HealthShare, TrakCare, IntelliCare)
Domain
Healthcare IT / Enterprise Software
Required skills
Managed services lifecycle ownership, executive relationship management, financial acumen, healthcare interoperability standards (HL7, FHIR), regulated environment compliance, cross-functional team coordination, incident management, service governance
Preferred skills
ITIL certification, cloud-hosted platform experience, subscription-based commercial models
Technologies
InterSystems IRIS, HealthShare, IntelliCare, TrakCare, HL7 v2, FHIR, CDA, DICOM, HIPAA
Responsibilities
Own full managed services lifecycle (onboarding to renewal/expansion), establish governance structures and success plans, lead complex discussions on performance and scope, monitor service consumption and financial performance, coordinate with engineering and support teams, oversee incident management and risk mitigation, drive continuous improvement of service delivery models
Seniority
Senior, hands-on IC with strategic ownership