Client Success Manager, Field Operations

Vitalacy is a healthcare technology company focused on improving patient safety and reducing healthcare-acquired infections through smart sensors, wearable technology, and workflow intelligence. Our solutions help healthcare organizations drive meaningful compliance improvement through transparent data, education, and operational partnership.

We are looking for a Client Success Manager, Field Operations to support healthcare clients across the Southern region. This hybrid role combines strategic client success management with hands-on on-site operational support.

The ideal candidate is someone who enjoys building relationships, solving problems, supporting healthcare teams, and serving as a trusted partner for clients while also being comfortable assisting with technical troubleshooting and on-site system support when needed.

This role is best suited for someone who thrives in both people-focused and operational environments. Approximately 60–70% of the role will focus on client success, relationship management, education, and workflow support, while 30–40% will involve on-site technical support, implementation assistance, and system troubleshooting.

Key Responsibilities

Client Success & Account Management

• Serve as a primary point of contact for assigned healthcare client accounts
• Build strong relationships with nursing leadership, infection prevention teams, educators, and operational stakeholders
• Lead recurring client check-ins, performance reviews, and workflow discussions
• Review and interpret client performance data to identify trends, risks, and improvement opportunities
• Support client adoption, engagement, and long-term success with the Vitalacy platform
• Assist clients with workflow optimization, education initiatives, and compliance improvement strategies
• Coordinate and support training sessions, in-services, and educational workshops
• Document client interactions, action items, and ongoing initiatives using internal tracking tools
• Collaborate cross-functionally with internal support, engineering, delivery, and leadership teams

Field Operations & Technical Support

• Assist with on-site system deployments, device installations, and hardware support
• Troubleshoot SmartBadges, sensors, gateways, and related system components
• Support clients with device maintenance, replacement, and operational best practices
• Assist with system testing, connectivity validation, and basic technical troubleshooting
• Provide on-site and remote support to resolve client issues in a timely manner
• Help ensure successful implementation and operational performance across client sites

Qualifications

• Experience in Client Success, Account Management, Healthcare Operations, or related client-facing roles
• Strong interpersonal, written, and verbal communication skills
• Comfortable presenting to clinical teams and healthcare leadership
• Strong organizational skills with the ability to manage multiple priorities and accounts
• Ability to troubleshoot and problem-solve in fast-paced environments
• Comfortable working independently both remotely and on-site
• Experience in healthcare technology, SaaS, IoT devices, or healthcare operations is a plus
• Familiarity with CRM and project management tools such as Asana, Jira, Salesforce, or similar platforms preferred
• Bachelor’s degree preferred or equivalent practical experience

Desired Characteristics

• Professional and client-focused presence
• Strong relationship-building skills
• Process-oriented and highly organized
• Adaptive, resourceful, and solution-driven
• Comfortable balancing strategic conversations with operational execution
• Strong sense of ownership and accountability
• Passion for improving healthcare environments and patient safety
• Ability to act as a trusted advisor to healthcare clients

Travel

• Travel required throughout the Southern region
• Estimated travel: 40–60%, including some overnight travel as needed

Compensation & Benefits

Vitalacy offers an attractive and competitive compensation package including:

• Base salary
• Pre-IPO stock options
• Health insurance
• Flexible and collaborative work environment
• Opportunity to work closely with innovative healthcare technology solutions that directly impact patient safety

Salary Range: $60K–$70K DOE