Customer Success Executive
- Compensation
- Not disclosed
- Location
- Not listed
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 10+ years
- Category
- Customer success
- Posted
Skills
Must have
- Bachelor's degree in healthcare, life sciences, nursing, business, engineering or a related field.
- Minimum of 10 years of experience leading enterprise healthcare technology implementations, implementation program management, customer success, clinical operations, laboratory operations, or other cu
- Demonstrated success implementing complex medical technologies within acute care hospitals or integrated delivery networks
- Proven experience leading enterprise implementations involving executive, laboratory, clinical, operational, and information technology stakeholders across multiple concurrent workstreams
- Exceptional presentation, communication, executive facilitation, stakeholder management and influence skills
- Strong enterprise implementation program management, organizational, governance, and problem-solving abilities, including experience developing integrated implementation project plans, managing critic
- Demonstrated ability to lead cross-functional implementation programs through influence rather than direct authority in a fast-paced, high-growth environment
- Advanced proficiency in Microsoft Office with the ability to independently develop executive presentations, implementation project plans, dashboards, implementation documentation, and customer-facing
Nice to have
- Experience leading enterprise implementation programs involving multiple concurrent workstreams, executive governance, organizational change management, and cross-functional stakeholder alignment
- Demonstrated ability to build credibility and influence executive, clinical, laboratory, operational, and information technology stakeholders across complex healthcare organizations
- Frontline experience in clinical care, healthcare technology, or hospital operations, with an understanding of how new technologies are implemented and adopted within hospital environments
- Familiarity with laboratory operations, emergency department workflows, clinical implementation, healthcare information technology, and regulated healthcare environments
- Experience interpreting operational or clinical data to measure adoption, program success, and organizational outcomes
- Experience leading executive business reviews, customer governance meetings, and executive implementation reviews
Full description
About the Company
Cytovale is a leading innovator in early sepsis detection, revolutionizing emergency care with its advanced IntelliSep technology. This system provides rapid, actionable insights into a patient's likelihood of having or developing sepsis through a quick 8-minute blood test. IntelliSep's unique capability to assess immune dysregulation enhances the triage and treatment of sepsis, promoting patient-centered care, operational efficiencies, and provider satisfaction. Cytovale is committed to successful implementation, clinical adoption, and continual improvement of healthcare outcomes.
Position Overview:
The Customer Success Executive (CSE) plays a critical leadership role in leading enterprise implementations of IntelliSep across health systems. As the overall implementation leader and program owner, the CSE orchestrates cross-functional implementation activities, drives implementation governance, aligns customer and internal stakeholders, manages implementation risks, and maintains accountability for successful implementation outcomes.
The CSE provides implementation leadership by orchestrating cross-functional execution across Medical Affairs, Field Application Scientists, Data Science, Sales, Customer Service, and other internal functions. While accountable for overall implementation success, the CSE leverages the expertise of functional teams responsible for technical, clinical, operational, and commercial execution within their respective areas of ownership.
Key Responsibilities:Customer Leadership & Governance
- Develop executive working relationships with executive sponsors, laboratory leadership, clinical stakeholders, information technology teams, and operational leaders
- Establish governance structures and communication plans that maintain alignment across customer and Cytovale stakeholders
- Lead executive communications, governance meetings, implementation updates, risk discussions, and customer business reviews.
- Develop an understanding of each customer's organizational priorities, success metrics, workflows, and strategic initiatives
- Balance customer priorities with Cytovale implementation best practices
Program & Implementation Leadership
- Develop, own and maintain the integrated implementation project plan across customer and Cytovale workstreams, ensuring alignment of milestones, critical path activities, dependencies, implementation governance, resource planning and overall program execution
- Lead execution of the integrated implementation plan by orchestrating cross-functional workstreams across Laboratory (FAS), Clinical (Medical Affairs), Technical Service & Support, Customer Service, Information Technology, Data Science, Sales, and other internal functions
- Lead implementation governance meetings that align customer stakeholders and Cytovale functional teams on implementation priorities, project status, resource planning, risks, dependencies, and executive decisions