The Customer Success Manager ( internally we title this job Customer Success Director ) is an integral part of the team charged with ensuring the best possible outcomes an d ens urin g lon g term success ful u se o f Pro vation products and serv ices. Ulti matel y, th e CSD will be resp onsib le for ensuring customers are successful, find value in our solutions, renew their subscriptions, and recommend our products and services to their colleagues in all sp ecial ties. Additional opportunities to assist in the creation and management of customer focused engagement activities, identification of new and unique metrics and value propositions to further help our customers succeed in the ir ef forts.

　　Duties & Responsibilities :

　　· Serve as the customer-owner in all aspects related to a customer health.

　　· Conduct detailed customer workflow analysis and identify customer success metrics.

　　· Provide best practice recommendations, identify any roadblocks, and partner with the customer to reach desired outcomes.

　　· Act as the internal “voice of the customer ”.

　　· Work closely with cross functional teams (Implementation, Support, Product Management, Development) for issue resolution as needed.

　　· Act as an information conduit from Provation to customers, providing the latest information on forthcoming product features and content, as well as guiding them in their setup and use

　　· Maintain status as a product Subject Matter Expert and to facilitate a pathway to any needed resource.

　　· Proactively learn new features and content as they become available.

　　· Engage in partnership activities with sales team members.

　　· Become familiar with product release schedules and the contents of imminent releases.

　　· Provide regular, documented follow-up with customers.

　　· Actively monitor ongoing customer product adoption through dashboard metrics and proactively follow-up with customers as needed.  Work with accounts at risk to develop and execute an action plan to proactively mitigate risks.

　　· Provide meaningful feedback regarding new reports, updates or tools needed for client success.

　　· Project a favorable image of Provation to promote its objectives and goals while enhancing customer relationships.

　　· Other duties and projects as assigned.

　　Job Requirements:

　　Education & Experience

　　· Bachelor’s degree or equivalent work experience

　　· Previous Customer Success or Account Management experience preferred

　　· Previous healthcare related experience preferred

　　Other Knowledge, Skills, Abilities or Certifications:

　　· Strong oral and written communication skills are essential

　　· Impeccable customer services skills

　　· Strong aptitude for technical software products

　　· Proven ability to develop strong, positive relationships with all functional areas and levels of an organization

　　· Problem-solving and critical thinking skills a must

　　· Must be able to consistently maintain a positive, can-do attitude particularly with an early stage software product

　　· Must thrive in a fast-paced, ever-changing, collaborative environment

　　· Able to multitask and consistently perform under the pressure of deadlines and other demands with a “do whatever it takes” attitude

　　· Highly organized, task-oriented individual who is a proactive and impactful communicator

　　· Ability to work independently but with sound judgment to know when to ask questions

　　· Able to travel to customer sites as needed

　　The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.

　　About Provation:

　　Provation is a leading provider of healthcare software and SaaS solutions for clinical productivity, care coordination, quality reporting, and billing. Our purpose is to empower providers to deliver quality healthcare for all. Provation’s comprehensive portfolio spans the entire patient encounter, from pre-procedure through post-procedure, with solutions for physician and nursing documentation (Provation® MD, Provation® Apex, MD-Reports, Provation® endoPRO®, and Provation® MultiCaregiver), anesthesia documentation (#1 Best in KLAS Provation® iPro), patient engagement, surgical care coordination, quality reporting, and billing capture (Provation® SurgicalValet™), order set and care plan management (Provation® Order Set Advisor™ and Provation® Care Plans), and EHR embedded clinical documentation (Provation® Clinic Note). Provation has a loyal customer base, serving more than 5,000 hospitals, surgery centers, and medical offices, and 700 physician groups globally, including 19 of the top 20 U.S. hospitals. In 2021, Provation was acquired by Fortive Corporation, a Fortune 1000 company that builds essential technology and accelerates transformation in high-impact fields like workplace safety, engineering, and healthcare. For more information about our solutions, visit provationmedical.com and follow us on Twitter, Facebook, and LinkedIn.

　　Our purpose at Provation is to empower providers to deliver quality healthcare for all. To deliver on this commitment, we’re guided by our core values –

　　Provation has a culture of CARES:

　　Community - We have a shared sense of improving healthcare, enriching the broader world we live in and serve.

　　Accountability - We own it and get it done with integrity.

　　Respect - We build diverse teams that collaborate and communicate with positive intent and trust.

　　Excellence - We welcome new ideas as we innovate quality solutions.

　　Service - We are passionate about putting customers first.

　　We Are an Equal Opportunity Employer

　　Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request an accommodation.

　　National: The salary range for this position is $67700 - $125900

　　Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge; skills; experience; and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and several programs that provide for both paid and unpaid time away from work.