Clinical Customer Success Manager | Healthcare Technology

Top MUST HAVE Hiring Criteria

• 70% of hiring criteria – An amazing people person who is THE KEY RELATIONSHIP LIASON between the assigned hospital in Miami Florida and build deep meaningful lasting client relationships with everyone at the hospital (nurses, OR surgeons, technicians, doctors, OR Director, etc) , when an issue occurs they call this individual, provide the details via ticketing system to technical team to fix, while updating the client’s staff throughout
• Farm the relationship, social individual (think Customer Success Manager or Relationship Manager with healthcare experience and basic networking skills) and highly engaging, constantly connected, develop relationships, likeable individual that hospital staff loves to connect with when they need help (highly visible individual in the hospital)
• 15% of the hiring criteria – Must have a healthcare background (example working knowledge of clinical environments or operating rooms or similar)
• 15% of hiring criteria – Must have basic Networking knowledge (changing IP addresses / subnet masks / video decoders / etc)
• This reports to VP of Implementations who is an amazing mentor
• Ability to operate with high agency and high trust in a complex environment
• Experience supporting integrated OR technologies, surgical video systems, medical devices, and healthcare IT environments within hospital settings.
• Some hands-on experience diagnosing and resolving complex hardware, software, networking, AV, and infrastructure issues using a structured root-cause approach.
• Proven ability to serve as a trusted on-site technical resource, effectively supporting surgeons, clinical teams, biomedical engineering, and hospital IT stakeholders.
• Demonstrated experience managing incidents end-to-end, maintaining detailed technical documentation, adhering to SLAs, and creating SOPs, runbooks, and support processes.