Job Description Summary

GE HealthCare is seeking a driven, results-oriented Customer Success Manager (CSM) to join our MRI Business. As a CSM, you’ll be on the front lines building strategic partnerships as well as collaborating with other teams – from sales and project management to product teams – to set this high growth business up for continued success.

The MRI business within GE Healthcare offers a portfolio of hardware and software solutions for radiology, cardiology, and oncology departments. These solution sets are customizable for each customer to ensure they can achieve their clinical imaging goals.

In this role, your focus will be on supporting our icometrix subscription customers. icometrix is a company focused on providing AI-powered brain imaging analysis for neurological disorders such as Alzheimer's disease to meet the growing demand for MRI in personalized treatment planning.
Customer Success services will be part of the team to ensure that icometrix customers get the most value possible from their MRI Scanner and software solutions.

Job Description

Roles and Responsibilities

• Ownership of account management for existing and new customers. To include the first point of contact for support inquiries, enable technical implementation of software by efficient communication with different stakeholders (physicians, MRI techs, IT).
• Continuous development of relationships with new and existing customers, through communication, project management & technical support, and quality control to assure clarity of clinical results for the correct interpretation by radiologists, neurologists or other physicians for use with CT and MRI data.
• Pre and post sales support. Enable new sales (renewals and upsell) as a result of the above and by promoting our new product developments.
• Internally report malfunctions, feedback, and suggestions appropriately. Testing of icobrain software and issue reporting.
• Provide clinical guidance by interpretation of the reports and initial scans, to ensure optimal usage of our tools.

Required Qualifications

• 5+ years experience in MR clinical use, MR education or Healthcare Customer success role
• Experience with Healthcare, clinical experience in neuroimaging, radiology or neurology strongly preferred
• Verifiable track record of customer retention and growth by driving adoption, engagement and experience
• Aptitude for learning software and staying current on industry best practices
• Ability to explain complex data and technical issues in non-technical terms
• Comfortable in a dynamic, fast-paced, hyper-growth environment
• Extreme owner, accountable for delivering only the highest level quality of work
• Strong acumen with hospital clinical workflows. PACS, EMR & HL7 knowledge are an asset. Knowledgeable software installation policy and requirements in a hospital environment.
• Project management experience and/or experience managing multiple projects with separate stakeholders simultaneously
• Strong ability to set and manage customer expectations while maintaining poise and positive relationships. Must be able to be consultative, prescriptive, and credible.
• Experience working with a variety of stakeholders (i.e, Administration, IT, Physicians, C-Suite Executives, Finance)
• Hands-on team player with a proactive nature. In a growth business, you will be expected to build new processes and tools.
• A real passion for the fields of neuroradiology, diagnostic imaging, and neurology, fields in which you will become active
• A learning attitude, not afraid to learn new things, self-starter through your own efforts and take responsibility

We will not sponsor individuals for employment visas, now or in the future, for this job opening. For U.S. based positions only, the pay range for this position is $120,000.00-$180,000.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Additional Information