Technical Customer Success Manager

| Chicago
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PatientIQ is a fast-growing health tech company revolutionizing the way doctors use analytics to make effective clinical decisions personalized to the unique needs of each patient. Integrating into clinical workflows, we provide data-driven insights, dashboards, and population health analytics to thousands of healthcare providers daily. PatientIQ is headquartered in Chicago and backed by top-tier west coast venture capital, major hospital investors, and others.
As a Technical Customer Success Manager, you will own multiple customer relationships with key responsibilities of ensuring customer satisfaction during the onboarding process into the PatientIQ platform and building long-term partnerships with PatientIQ. You will maintain strong working relationships with other internal PatientIQ teams such as Product, Engineering, Support, Sales, and Marketing.
You are responsible for bringing PatientIQ's best ideas, innovations, and capabilities to customers through consultative engagements. You will work with both technical and business teams to quickly understand requirements and define success criteria for PatientIQ customers.
You should be comfortable consulting with key technical customer stakeholders, backed by a solid understanding of their business objectives, while also acquiring technical knowledge of PatientIQ’s product functionality and tools. You should possess strong analytical and project management skills, database and/or data warehousing skills, and the ability to articulate value and inspire customers about the potential of PatientIQ.
As a Technical Customer Success Manager, you will enable customers to be successful on the PatientIQ platform over the long term. You will join a growing team of PatientIQ platform experts dedicated to helping clients drive adoption and grow their analytical reporting solutions with PatientIQ.

ROLE RESPONSIBILIES:

  • Develop a trusted advisor relationship with customer technical project leads
  • Manage a portfolio of strategic customer onboardings into the PatientIQ platform, including designing technical interface logic and data migration processes
  • Identify key strategic items to drive customer growth and expansion opportunities on the PatientIQ platform
  • Provide technical problem resolution and communication for all PatientIQ issues that may arise
  • Interface with Product and Engineering teams regarding customer feedback to shape our product roadmap
  • Establish post-implementation adoption activities to closely monitor the success of customer initiatives
  • Serve as a customer advocate in driving industry best practices and the evolution of PatientIQ product and platform functionality
  • Become an expert on PatientIQ’s products and services

Requirements

  • 3+ years relevant work experience with demonstrated client-facing experience
  • Exceptional project management skills
  • Demonstrated self-directed ability to manage simultaneous, complex engagements with minimal supervision
  • Skilled in advising customers in product best practices and optimal technical solutions
  • Excellent written and oral communication skills
  • BA/BS degree required, ideally in Computer Science, Mathematics, or other quantitative fields
  • Some experience with at least one of the following: data modeling, object-oriented programming, SOAP/REST API integration, relational databases
  • Deep knowledge and experience working with data, analytics and reporting systems

NICE TO HAVES

  • Experience in healthcare, including knowledge of HL7v2, SMART on FHIR, and electronic health records
  • Experience with data ingestion (web scrapes, S3/FTP sync, bespoke processes), transformations (Python, Perl) and interface (API, schema design, events, etc.)
  • Experience with the design, development, and deployment of data pipelines

Benefits

WHY WORK HERE?

  • Great Benefits - top-notch health, dental and vision insurance. Additional perks available including 401K.
  • We are Mission Driven - our team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes.
  • True Idea Meritocracy - great ideas win out. We encourage all team members to challenge the status quo because our mission demands this.
  • Flexible Time Off - we trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up.
  • World-Class Team - we’re at the top of our industry because of our employees. They’re the best investment we can make, and we never forget that.
  • Fast Growing - we are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • GraphQLLibraries
    • ApolloLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • FigmaDesign
    • ClubhouseManagement
    • WebflowCMS
    • SalesforceCRM
    • MailChimpEmail
    • SendGridEmail

Location

Our Chicago headquarters is located in River North. There are a variety of transportation options for easy access from both downtown and the burbs.

An Insider's view of PatientIQ

What are some social events your company does?

With work from home policies in place, it has become a bit more challenging to do social events. To overcome this, we have a company happy hour video chat every Friday afternoon where we can let loose and have fun as a team to wrap up the week. It is a great way to stay in touch with coworkers while everyone is safe at home!

Jeffrey

Marketing Manager

What projects are you most excited about?

Creating the reporting/analytics module was one of my favorite projects in the company. It involved multiple technologies, different platforms, and even different programming languages, on top of cutting edge tech technologies.

Jose

Director of Quality Assurance

What is your vision for the company?

Healthcare providers deserve the best technology to support them on their mission to improve patients outcomes. PatientIQ brings data-driven medicine to the bedside by empowering care providers with prediction, advanced analytics, and a platform for collaboration to move medicine forward.

Matt

CEO & Co-Founder

What are PatientIQ Perks + Benefits

PatientIQ Benefits Overview

• Comprehensive benefits package including top-notch health, dental, vision insurance, and 401K.

• Unlimited paid time off - we trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up.

• Meaningful equity - our employees own a stake in PatientIQ and are emboldened to build something great

• Remote friendly - now and always

• Virtual happy hours, lunch and learns, team demo days, and more

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Dental Benefits
Benefits include dental coverage.
Vision Benefits
Benefits include vision coverage.
Health Insurance Benefits
Benefits include great and affordable health insurance options.
Retirement & Stock Options Benefits
401(K)
Benefits include 401k plan.
Company Equity
Equity options available to new employees.
Performance Bonus
Performance bonuses are subject to role.
Child Care & Parental Leave Benefits
Flexible Work Schedule
PatientIQ provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Our remote work program allows team members to work from home as needed.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Company outings Quarterly.
Stocked Kitchen
PatientIQ has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored LaCroix you can handle.
Some Meals Provided
Happy Hours
Happy hours are hosted once per month.
Professional Development Benefits
Job Training & Conferences
PatientIQ offers employees professional development opportunities including the ability to attend job related conferences and seminars.
Lunch and learns
Regular lunch and learn meetings.
Cross functional training encouraged
Promote from within
Customized development tracks
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