Client Success Manager

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Research shows that women and underrepresented groups only apply to jobs only if they think they meet 100% of the qualifications on a job description. IMO is committed to considering all candidates even if you don’t think you meet 100% of the qualifications listed. We look forward to receiving your application!


Work that is meaningful. A job that has impact. Colleagues that inspire. That’s what you’ll find at Intelligent Medical Objects (IMO), a growing health IT company creating clinical terminology and insights solutions that are used by more than 740,000 US physicians and 4,500 US hospitals to power better patient care and support meaningful analytics. 


For all IMO positions, if you live in the Greater Chicagoland Area, Houston, TX, or Roseville, CA, you’ll be expected to work from any IMO office 2 days per week. 


The Client Success Manager (CSM)will understand and deliver on our clients' expectations and requirements to support the long-term success of IMO’s client journey. You will serve as the key point of contact for our customers and contribute to revenue growth through closely fostered relationships and understanding their business needs. Success in these areas will drive client retention, market share, and profitability.

This position is highly collaborative in nature and focuses on the ability to establish cooperative and positive working relationships across our Field Sales, Client Services, and Product Teams to achieve the highest levels of customer satisfaction. 

Impact You'll Make:

  • Customer retention: ensuring that customers remain satisfied and find value from IMO solutions 
  • Product adoption & usage: providing training, resources, and guidance on best practices to increase customer satisfaction and loyalty 
  • Revenue growth: identifying opportunities to upsell or cross-sell additional products that align with the client’s needs and goals

What You'll Learn:

  • Advanced critical thinking skills: resulting in optimal client satisfaction and retention 
  • Analytics expertise: establishing new methods of measuring successful product utilization and ROI
  • Technical product knowledge: working with some of the best clinical, technical, and sales teams in the SaaS industry

What You'll Do:

  • Serve as a trusted, strategic advisor to our customers and act as an advocate for our customers’ needs
  • Partner with assigned Client/Sales Executives to drive growth and client satisfaction
  • Provide direction to internal teams as it relates to client questions or concerns
  • Partner with various internal teams to emphasize the Voice of the Customer 
  • Coordinate and lead client meetings with thoughtful preparation
  • Participate in client quarterly and annual business reviews
  • Collaborate closely with customers to identify and execute opportunities to build more into the lifecycle adoption process through cross-selling and upselling opportunities
  • Analyze metrics to determine trends and present findings to clients, suggest methods of process improvement and product utilization to drive improved measurable outcomes
  • Resolve open case tickets in an appropriate and timely manner
  • Assist in the creation of case studies by identifying unique use cases for clients and various products
  • Partner with clients to serve as industry references to support the sales cycle by showcasing success stories and fostering advocacy within the customer base

What You'll Need:

  • 3+ years of experience as a Client Success Manager within a healthcare technology environment
  • Demonstrated passion and talent for creating exceptional customer experiences
  • Excellent verbal and written communication skills, including polished remote and in-person meetings with executive-level audiences
  • Ability to be flexible, work independently, and is entrepreneurial by nature
  • Uses critical thinking skills to resolve customer challenges
  • Proficiency with Salesforce CRM and MS Office Suite

#LI-LF1 #LI-Remote


At IMO, we celebrate diversity and are committed to creating an inclusive environment for all employees. IMO is proud to be an equal opportunity workplace and is an affirmative action employer. 


IMO also provides visa sponsorship opportunities. Please don't hesitate to apply if you meet all the qualifications for this position and require visa sponsorship.

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Technology we use

  • Engineering
  • Product
  • People Operations
    • C#Languages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • AngularFrameworks
    • ASP.NETFrameworks
    • KafkaFrameworks
    • ScikitFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • TerraformFrameworks
    • AWS RedshiftDatabases
    • ElasticsearchDatabases
    • Microsoft SQL ServerDatabases
    • NoSQLDatabases
    • PostgreSQLDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • New RelicServices
    • TableauAnalytics
    • AxureDesign
    • FigmaDesign
    • MiroDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft TeamsCollaboration
    • ZoomCollaboration
    • Microsoft PlannerProject Management

Location

We have two office locations, one in Rosemont and the other in downtown Chicago in the Loop. Both offices are steps from L stations on the Blue Line. Our Rosemont location is steps from the Rosemont Entertainment District where you'll find IMO employees enjoying lunch on a patio with colleagues.

An Insider's view of Intelligent Medical Objects

How does the company support your career growth?

IMO provides a number of avenues for you to improve and grow in any career direction you choose. For me, this has come from regular career conversations with my manager, participation in the Mentorship Program for cross-functional or peer-to-peer mentoring, and the supportive IMO culture that encourages and celebrates continual learning.

Cassie North

Senior Staff Software Engineer

How do you empower your team to be more creative?

Giving the team space, the opportunity to iterate and noodle on ideas, and permission to fail quickly, is essential. It’s also important that managers don’t just jump in with “here’s how I think we should do it” – that kills the ideation and stops the creativity.

Scott Singer

Director, Software Engineering and SRE

How would you describe the company’s work-life balance?

The work life balance to not only be existent but promoted at large by leadership. Employees are strongly encouraged to take the time they need to avoid burnout, and to proactively maintain the balance needed to thrive both personally and professionally. I am so excited to work for a company that truly understands the value of work life balance!

Meosha Muhammad

Director, People & Culture

What are Intelligent Medical Objects Perks + Benefits

Intelligent Medical Objects Benefits Overview

We offer a robust and comprehensive benefits plan that is tailored to providing world-class healthcare
solutions at the participant’s choosing. Our High Deductible plan is designed to promote thoughtful
choices and prioritize preventative care. Our match of HSA contributions is 20% higher than the industry
average. And IMO covers, on average, 80% of healthcare premiums for employees overall; and we cover
as much as 88% for some elections and levels of coverage.

Culture
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Aside from obvious commitments to our clients and to each other, we are not tied to offices, desks or clocks. We generally work how, when and where we need to do your best work.
Remote work program
We ask and expect our people to work in a way that allows them to do their best work. We ask our management team in the Chicagoland area to find their way into an office 2 days a week if possible.
Diversity
Highly diverse management team
Diversity starts at the top. Ann Barnes (CEO), knows the importance of diversity and requires that 50% of all resumes she sees for positions on her team are women.
Mandated unconscious bias training
Every employee has access to unconscious bias training at IMO.
Diversity employee resource groups
Our People with Disabilities cohort was recently launched by several employees interested in building a shared experience around this unique part of our workforce.
Hiring practices that promote diversity
Our Talent Acquisition team is committed to providing a diverse pool of candidates to every hiring manager. For every role, we provide as many diverse candidates as non-diverse candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Through Chard Snyder, you can contribute pre-taxed dollars to any, or all, of 3 FSAs including healthcare, dependent care, and commuter. The maximum contribution to the healthcare FSA is $2,750 per
Disability insurance
We provide Life and Disability insurance through Dearborn. IMO covers 100% of your pre-disability earnings for the first 4 weeks and 60% for the remaining time up to 12 weeks total.
Dental insurance
Through MetLife, employees have the option of 2 plans to use for preventative, basic, orthodontia and major services. Our plans cover 100% of preventative care.
Vision insurance
We have 2 plans provided by VSP which include allowances for frames and contacts.
Health insurance
For all benefits, there is no waiting period. Health insurance provided by Blue Cross Blue Shield with the opportunity to enroll in 1 of 2 medical plans. One of which is an HDHP + HSA plan.
Life insurance
Provided by Dearborn, IMO covers $50,000 at no cost, with additional voluntary buy-up options available.
Pet insurance
Wellness programs
IMO’s wellness pillars include physical, emotional, financial, social, and career. We offer (along with BCBS) a variety of ways to improve your overall wellness to thrive personally & professionally
Team workouts
We organize group Peloton rides/runs as this helps people remotely stay connected and also have fun.
Mental health benefits
We partner with GuidanceResources to provide an employee assistance program to help you and your family members find solutions and resources to tackle life’s challenges
Financial & Retirement
401(K)
401(K) matching
IMO may match up to 5% of your contributions on a pay period basis once you become eligible to participate.
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Office Perks
Commuter benefits
IMO offers pre-taxed dollars into an account that supports your eligible commuting expenses. Elections can be made monthly and funds rollover for the duration of your IMO employment.
Company-sponsored outings
Topgolf, “Paint & Sip”, Ping Pong competitions and more! Time together outside the office is important to us.
Free snacks and drinks
We have unlimited snacks (healthy options included), coffee, tea, beer, etc. Help yourself to whatever, whenever!
Company-sponsored happy hours
Onsite office parking
Free parking at our Rosemont HQ.
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education available during work hours
We encourage, practice and promote all employees to set aside time for informal and formal learning sessions. Every employee has access to LinkedIn Learning.
Online course subscriptions available
Customized development tracks

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