Operations Manager overseeing operational excellence for Customer Success at Xero. Partnering with leadership and implementing continuous improvement strategies with a focus on AI integration.
About the role
- Drive account success and meaningful product utilization of Clinical Decision Support & Provider Solutions (CDSP) at health system partners
- Develop and execute account strategy, deployment, and performance optimization aligned with Customer Success and Sales Leadership goals
- Lead complex CDSP implementations start-to-finish across multiple service lines and locations
- Support rollout strategy, heatmap development, prioritization, and optimization
- Plan, schedule, and execute onsite client meetings and stakeholder communications
- Identify implementation and optimization opportunities and partner with CS Implementation team to align with customer goals
- Use PSA to track tasks and GANTT to monitor project progress; develop and leverage customer-facing tools
- Extract and analyze data from reporting systems, use data visualization to tie utilization to outcomes
- Present and discuss technical integration options; troubleshoot and coordinate technical issue resolution
- Leverage Salesforce and account management systems; coordinate cross-functional teams for execution of tasks
- Act as a resource to colleagues, guide new employees, and build consensus on next steps
- Establish and maintain stakeholder relationships across service lines, managers, physicians, nurses, and executives
- Monitor customer health, identify/escalate concerns, and support renewal objectives
- Travel to customer sites ~10-40% as required
Requirements
- Bachelor’s degree required (Business Health Administration preferred)
- Advanced degree or equivalent recommended
- 3+ years of experience in SaaS- or CaaS-based customer success, account management, or related roles (strategic/enterprise-level engagement)
- Healthcare background (Healthcare IT experience preferably in project manager, account management, and/or IT function)
- Knowledge of clinical decision support (CDS/CDSP) products and market differentiators
- Knowledge of EHRs and related technical workflows
- Knowledge of the healthcare industry, clinical workflows, healthcare regulations, and health system organizational goals
- Proven ability to establish rapport with personnel up to C-suite executives
- Superb presentation, oral and written communication skills
- Excellent customer management skills to track large, complex software implementations across multiple customer sites
- Data-oriented, consultative approach to promote product utilization with customers
- Familiarity with reporting systems, data extraction, data visualization, and Salesforce reporting
- Ability to use PSA tools and GANTT task tracking
- Technical integration awareness (batch automation, EMR integration, Member Access) and ability to discuss technical lift
- Ability to troubleshoot customer questions leveraging FileZilla
- Ability to navigate and coordinate among internal teams (Systems Implementation, App Support, Engineering, etc.)
- Travel ability ~10-40%
Benefits
- Hybrid work arrangement (Hybrid – 8 days/month in the office)
- Well-being benefits program ("Together we thrive") providing tools, programs, and resources to help employees feel healthy, happy, safe, and prosperous
- Recognition for employee wellbeing (Ragan’s Top Places to Work for Employee Wellbeing 2024)
- Inclusive, diverse workplace and equal opportunity employer
- Opportunities for professional growth and development ("take time to grow")
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