Since Core Sound Imaging began in 2007, we have focused on delivering a superior customer experience with Studycast - an advanced software as a service (SaaS) image storage and reporting solution (cloud PACS). Core Sound Imaging's focus on innovation is allowing Studycast to change the face of medical imaging and diagnostic interpretation. Our nearly 2,000 clients in the U.S. and the world rely on Studycast for digital imaging and diagnostic testing workflow solutions that make their lives easier. At Core Sound Imaging we value every employee's contribution and care about providing the best product and service.
Core Sound Imaging, Inc. is hiring for a Senior Customer Onboarding Manager. This individual will perform duties of an Implementation Specialist as well as provide leadership to the implementation and training teams. Implementation specialists serve as project managers for the defined onboarding process of new Core Sound Imaging clients. These projects include new client onboarding, as well as interface project onboarding and in some cases, projects are created and managed for clients expanding their uses of Studycast products.
Examples of Key Duties: (Duties are illustrative and not inclusive and may vary.)
- Actively participate in the interview process for training and implementation specialists.
- Hold training and implementation specialists accountable for effective job performance, by ensuring procedures are followed, performance is evaluated, and adequate training and coaching are provided.
- Work with direct reports on development and growth.
- Impact hiring and termination decisions.
- Serve as the point of escalation for onboarding and training concerns.
- Manage PTO requests for direct reports.
- Conduct annual reviews for direct reports and manage salary and bonus pools for direct reports.
- Provide quantitative and qualitative data to demonstrate effectiveness of training and implementation teams to management.
- Provide feedback to management with regard to process improvements that may impact implementation and training roles.
- Continue to perform implementation specialist responsibilities for projects you are managing.
- Carefully manage the onboarding process to manage client expectations and meet implementation schedules.
- Focus on details and have the ability to multitask.
- Maintain constant communication with the client during the implementation process.
- Collaborate with the client to ensure the configuration of Studycast technology is to the client's specifications.
- Act as subject matter expert with regard to equipment support and communicate level of integration with client equipment and all Core Sound Imaging products, proactively.
- Utilize onboarding tools provided by Core Sound Imaging to reinforce a consistent implementation across the company.
- Provide extraordinary follow up and the highest levels of service during the implementation process to make a lasting positive impression with the client.
- Collaborate with the support team to create a plan for a smooth knowledge transfer process and a successful go-live.
- Leads implementation wrap up activities to confirm client satisfaction and define future tasks for client including the assignment of potential sales and support follow up activities.
- Provide internal feedback and work to improve internal processes, as needed, for continual improvement in implementation process.
- Other duties as assigned.
Qualifications:
- Bachelor's degree or equivalent experience
- Demonstrated written and oral communication skills
- Demonstrated ability to work independently and as a team
- Familiarity with Microsoft Office software (Word, Access, Excel, PowerPoint); proficiency preferred
- Familiarity with Salesforce; Proficiency preferred
- Knowledge of general office machines and telephone system
- Ability and willingness to work cooperatively with others
- High degree of discretion dealing with confidential information
- Ability and willingness to work some early mornings, evenings and weekend days.
- Ability to travel for short business trips
- Ability to provide a professional physical and oral presentation
- Experience in business-to-business close interaction in some professional service capacity with strong demonstrated ability to communicate with business owners and high level decision makers as well as technical personnel
- Strong ability to work collaboratively with a team
- Ability to thrive in high pressure situations and meet stringent deadlines
- Passion for delivering extraordinary service
- Organized, meticulous, and detail oriented
- Propensity for excellent follow-up on tasks