Clinical Success Manager

About Inspiren

Inspiren offers the most complete and connected ecosystem in senior living. Founded by Michael Wang, a former Green Beret turned cardiothoracic nurse, Inspiren proves that compassionate care and technology can coexist - bringing peace of mind to residents, families, and staff.

Our integrated solutions seamlessly fit into existing workflows, capturing everything happening within a community. Backed by nurse specialists and powerful analytics, we provide the data operators need to make informed clinical and operational decisions - driving efficiency, profitability, and better care outcomes.

About the Role

It is an exciting time to be part of Inspiren. Inspiren’s technology is revolutionizing how care is delivered in hospitals and assisted living facilities through innovative technology. We are seeking highly motivated and experienced nursing and client success leaders to join our team. As a Clinical Success Manager, you will play a critical role in supporting healthcare organizations in adopting and maximizing the return on investment (ROI) for AUGi. The ideal candidate will have a strong background in customer success, nursing, or a related healthcare field, with at least 5 years of relevant work experience.

What you’ll do:

• Customer Onboarding and Customer Success Transition
• Participate in the onboarding process for new healthcare organizations, ensuring a smooth and efficient transition to AUGi after go-live, while setting them up for long term sustained success.
• Adoption and Engagement
• Monitor and analyze adoption metrics and usage data to assess the level of engagement and success of our solution within healthcare organizations.
• Proactively engage with customers to drive increased utilization and value by identifying opportunities for further integration and expansion of the solution.
• Identify and address any barriers or challenges that may hinder adoption or usage of the solution.
• Relationship Management:
• Build and maintain strong relationships with key stakeholders within healthcare organizations, including executives, administrators, and clinical staff.
• Serve as the primary point of contact for customers, addressing their inquiries, providing support, and guiding them through any challenges or issues that arise.
• Conduct regular check-ins and health assessments to ensure customer satisfaction and identify opportunities for improvement or upselling.
• Value Measurement and Communication:
• Collaborate with healthcare organizations to understand their ROI goals and objectives related to patient safety
• Develop and communicate metrics and reports that demonstrate the tangible ROI achieved through the use of our solution, such as reduced fall rates, improved patient outcomes, and cost savings.
• Present ROI findings and facilitate discussions with key stakeholders, showcasing the value and impact of the solution on their organization.

• Product Education and Expertise:
• Maintain a deep understanding of the AUGi platform, its features, and its benefits for healthcare organizations.
• Provide ongoing product education and training to customers, ensuring they are up to date with the latest features and capabilities.
• Serve as a trusted advisor, offering insights and best practices to help customers optimize their usage and achieve their desired outcomes.

• Escalation Management:
• Act as the point person for customer concerns or disruptions, working closely with internal teams to address and resolve service related issues promptly and effectively.
• Advocate for customer needs within the organization, ensuring timely resolution of any technical or operational challenges they may encounter.

• Outcomes Story Development and ROI:
• Identify and cultivate success stories and testimonials from healthcare organizations that have achieved significant results and positive outcomes using AUGi
• Collaborate with marketing and communications teams to develop compelling case studies, testimonials, and other collateral that highlight the value and impact of our solution.
• Leverage customer feedback and insights to contribute to thought leadership content, industry events, and other promotional activities.

• Customer Feedback and Product Improvement:
• Gather and analyze customer feedback to identify areas for product improvement or enhancement.
• Collaborate with the product management team to communicate customer needs, requirements, and feature requests, contributing to the ongoing development of the solution.

About you:

• Bachelor's degree in Nursing, Healthcare Management, or a related field (preferred).
• Minimum of 5 years of work experience, with a combination of customer success management, nursing quality, nursing education or healthcare experience.
• Strong understanding of patient monitoring solutions and their implementation in healthcare organizations.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish strong relationships with healthcare professionals at all levels.
• Proven track record of successfully driving adoption, engagement, and ROI for customers.
• Ability to analyze data and metrics to derive actionable insights and recommendations.
• Exceptional problem-solving skills, with the ability to identify and address customer challenges effectively.
• Self-motivated and able to work independently, while also collaborating effectively with cross-functional teams.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple customer engagements simultaneously.

Details

• The annual salary/OTE for this role is $125,000-$150,000 + equity + benefits (including medical, dental, and vision)
• Flexible PTO
• Location: Remote, US
• Join our team and make a meaningful impact on patient care by enabling healthcare organizations to adopt and leverage AUGi to its full potential. Apply today to become a part of our customer success team!
• Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.