naukri
Customer Success Manager (Radiology)
Harrison.ai
Saudi Arabia, KSA
Mid
Field
1 weeks ago
Customer SuccessProduct AdoptionClinical WorkflowsPACS/RISDICOM/HL7Communication
Free
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Customer SuccessProduct AdoptionClinical Workflows
About the Role
Manage customer relationships, drive product adoption, and ensure satisfaction through onboarding, training, and collaboration with cross-functional teams in healthcare.
Key Skills for This Role
Customer SuccessProduct AdoptionClinical WorkflowsPACS/RISDICOM/HL7Communication
Responsibilities
- Own the overall customer relationship and customer satisfaction for assigned accounts across the Middle East & Africa
- Act as the primary post sales contact for customers, building trusted relationships with stakeholders
- Design, develop, and deliver customer onboarding programs, product training, and education
- Develop and execute customer success plans aligned with customer objectives
- Monitor customer health, product adoption, utilization, and engagement, proactively identifying risks
- Conduct regular customer business reviews (QBRs) to measure success and demonstrate value
- Lead customer adoption and change management initiatives
- Understand customer workflows and provide clinical and operational guidance
- Support pre sales engagements by participating in customer discovery sessions
- Partner closely with Sales team to support commercial activities
- Identify opportunities for account growth through cross selling and upselling
- Support customer renewal activities by demonstrating business value
Requirements
- Bachelor's degree level education in Medical Imaging, Healthcare IT or equivalent
- Good understanding of clinical workflows given prior experience working with clinicians and leadership in a similar healthcare role
- Technical proficiency with medical imaging IT systems (i.e. PACS/RIS software, DICOM/HL7 standards)
- Highly developed communication, negotiation and interpersonal skills
- Experience with survey tools, data analysis and reporting
- Results driven and collaborative team player
- Willing to travel up to 50% of the time for the role as needed
- Previous experience in Clinical Applications, Customer Success and/or Sales within the healthcare industry (nice to have)
- Formal qualifications including project or change management certifications (nice to have)
- Previous experience with Salesforce (nice to have)
Full Job Posting
Overview
- As Customer Success Manager for the Middle East & Africa, you partner with our Commercial and Professional Services teams to lead customer engagements as Harrison.ai expands across the region.
- You are responsible for ensuring customers realise the full value of the Harrison.ai product portfolio by helping them achieve their clinical, operational, and financial objectives.
What You'll Do
- Own the overall customer relationship and customer satisfaction for assigned accounts across the Middle East & Africa.
- Act as the primary post sales contact for customers, building trusted relationships with clinical, operational, technical, and executive stakeholders.
- Design, develop, and deliver customer onboarding programs, product training, and education for new implementations, upgrades, and product releases.
- Develop and execute customer success plans aligned with each customer's clinical, operational, and business objectives.
- Monitor customer health, product adoption, utilization, and engagement, proactively identifying risks and implementing mitigation plans to maximize customer success and retention.
- Conduct regular customer business reviews (QBRs) to measure success against agreed objectives, demonstrate value, and identify improvement opportunities.
- Lead customer adoption and change management initiatives in collaboration with Product Management, Marketing, and Professional Services.
- Understand customer workflows and provide clinical and operational guidance throughout implementation and post go live activities.
- Support pre sales engagements by participating in customer discovery sessions, defining success criteria, sharing implementation best practices, and providing customer success expertise.
- Partner closely with the Sales team to support commercial activities, including customer presentations, executive meetings, reference calls, and strategic account planning.
- Identify opportunities for account growth through cross selling and upselling of Harrison.ai products and services, working collaboratively with Sales to drive expansion opportunities.
- Support customer renewal activities by demonstrating business value, strengthening executive relationships, and contributing to long term customer retention.
What You'll Bring
- Bachelor's degree level education in Medical Imaging, Healthcare IT or equivalent.
- Good understanding of clinical workflows given prior experience working with clinicians and leadership (executives, C suite) in a similar healthcare role.
- Technical proficiency with medical imaging IT systems (i.e. PACS/RIS software, DICOM/HL7 standards).
- Highly developed communication, negotiation and interpersonal skills.
- Experience with survey tools, data analysis and reporting.
- Results driven and collaborative team player.
- Willing to travel up to 50% of the time for the role as needed.
- Nice to have: Previous experience in Clinical Applications, Customer Success and/or Sales within the healthcare industry.
- Nice to have: Formal qualifications including project or change management certifications.
- Nice to have: Previous experience with Salesforce.
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