Deployment Success Specialist

Company Description

About Cloud DX

Cloud DX is an industry leader in digital health care, virtual care, remote patient monitoring hardware and software. The company’s award-winning solutions enable chronically ill patients to stay at home and out of the hospital, drastically improving health outcomes while significantly reducing costs to treat the most expensive patients in the healthcare system. Cloud DX is relentlessly committed to serving patients, driving innovation, delivering results, and making a difference in communities across North America and globally. The Company was founded in 2014 and has grown into a leader in the Virtual Care Market in North America. The current COVID crisis has accelerated the adoption of virtual care in our markets, and Cloud DX is investing in expanding our US Sales and Marketing efforts.

Job Description

Deployment Success Specialist

Roles & Responsibilities

Cloud DX is growing, and we are looking for an ambitious Deployment Success Specialist for our Success team! As a Deployment Success Specialist at Cloud DX, you will play a key role in the client and customer journey. Ensuring smooth onboarding, promoting product adoption, communicating best practices, as well as supporting the Product Marketing teams with the evolution and development of knowledge transfer tools and materials. Your primary KPI is a successful launch of Cloud DX programs within an organization, making them operationally ready and demonstrating this by onboarding the initial patient target list. Success for this team is in the ability to promote patients/clients/customers to the Account Management team. If you are passionate about customer success, are analytical, and love wearing multiple hats, then we want to hear from you!

What You'll Do

• Present and manage patient onboarding initiatives at client sites.
• Serve as the primary contact for onboarding.
• Develop deep relationships within the client organization, driving awareness and excitement for the Cloud DX platform and outcomes for clinicians and patients.
• Develop improvements and customization of onboarding strategies to increase patient onboarding numbers.
• Work with the Marketing team to develop internal awareness campaigns and execute strategies to increase clinician awareness inside the client organization.
• Understand customer outcomes by communicating with customers, analyzing customer health metrics, running NPS, and gathering other feedback.
• Represent the voice of the customer by providing input into every core product, marketing, and sales process.
• Collaborate closely with team members from various departments, including Support, Sales, Marketing, and account management teams.
• Collaborate with the Development team to provide custom deliverables and reports to clients.
• Gauge customers’ levels of engagement with the company and provide feedback to other teams regarding product and service improvements.
• Provide insights to clients to ensure they get the most out of the platform with the aim of helping them grow their customer base.
• Maintain and document client interaction and intelligence in the CRM platform, developing an overview of the client organization and ensuring all stakeholders are entered into the CRM.
• Support the transition and promotion of the account into the Account Management team.
• Ability to travel as needed to support our clients (up to 50%).

Who You Are

• Experience working with and managing stakeholders and customers.
• Truly outstanding communication and interpersonal skills.
• Proven track record of working in customer-facing roles.
• An elevated level of accuracy and attention to detail is required.
• Flexible approach, able to operate effectively with uncertainty and change.
• Adaptable and an excellent problem solver.
• Driven, self-motivated, fearless with taking initiative, enthusiastic, and with a “can do” attitude.
• Educated to degree level preferred but not essential.
• 2+ years in customer success.
• 1+ years of Business Development and Sales experience (Medical device or SaaS experience will earn you huge brownie points!).