This role is a hybrid onboarding specialist and customer success manager specifically supporting Trauma Registry customers. Working alongside the Onboarding team, the Hospital Clinician Onboarding and Success Manager is focused on assessing the clinical resources available during the onboarding process to ensure ESO is balancing trauma program resources to effectively configure the trauma registry for maximum efficiency. This role will be primarily focused on onboarding our new Trauma Registry customers but may expand into other products over time. You must be able to effectively manage various project influences including the business, customers, technical and product teams. The right candidate for this role loves delivering value and supporting customers on the front lines and behind the scenes.
In addition to the onboarding focus, you will also support Trauma Registry customers post go-live by ensuring they are meeting adoption milestones, moving towards value realization and growth while working in a customer success manager capacity. This will be an extension of your onboarding projects and will help supplement any ongoing needs of customers coming out of Onboarding.
More About You
You are responsible for the success of each of your clients onboarding to ESO and in continued support of them after go-live. You will make sure customers know that sales isn't the only time you get a fantastic experience at ESO. You will ensure the process from kick-off to go-live runs smoothly and they have all the tools to be successful for the long-term.
On the onboarding side, you can expect to:
- Alongside the onboarding coordinator you will follow the pre-defined Onboarding process; meeting SLAs and ensuring the Customer's expectations are managed at the start of the Onboarding process and that the right information is used to appropriately configure the product to meet the customers' needs.
- Keep the client motivated, engaged, and on task to complete their implementation.
- Assure that our customers feel heard, taken care of, and that the products and services you deliver take them to a place of success they couldn't get to without us.
- Develop new processes and recommend improvements to all procedures to ensure an optimal level of customer satisfaction at all times.
- Collaborate with the onboarding coordinator to identify and address implementation risks to help remove project roadblocks and engage appropriate internal escalation resources.
- Meet or exceed productivity metrics while enhancing the customer experience.
- Resolve immediate escalations to ensure customer satisfaction.
- Assist with data conversions.
To help implemented customers, you can expect to:
- Engage with a small portfolio of customers who have gone through implementation and need assistance adopting the product and moving through the Customer Success cycle of Value Realization, Growth and Advocacy.
- Be the customers' main point of contact for strategic alignment and relationship management.
- Lead quarterly business reviews with customers.
- Assist with product questions or requests
Your Qualifications
To be successful in this role you should have:
- Nursing Experience: 3-5 years as a trauma program manager or director in an ACS verified Level I or II trauma center.
- Experience leading at least one ACS verification survey.
- Trauma registry data entry and report writing skills.
- Critical thinking skills to lead customers through the change management process as they transition from their current registry product to the ESO SaaS registry.
- Be passionate about technology and how it can influence the lives of both our customers and their communities.
- Display solid experience of managing tasks and deliverables, ideally multiple concurrently.
- Able to explain technical concepts to non-technical audiences and to translate requirements into technical deliverables.
- Strong organizational and time management skills.
- Flexible; be able to adapt to as fast-paced, changing environment.
- Attention to detail and accuracy, in thinking and execution.
- Ability to meet deadlines
- Experience leading a team is considered an asset.
About ESO
ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today's EMS agencies, fire departments, and hospitals. We're small enough to be nimble and fun, but big enough to be a great place to work.
Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don't match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission.
All offers are contingent upon a successful background check.
ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.
What We Do
ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our four US offices and our Belfast, Northern Ireland office.
We believe in the power of data to improve community health and safety. That’s not just some lofty corporate vision statement — it’s something we live, breathe and see the results of every day. We approach our work as if the lives of our own families and friends depended on the results. Because a lot of the time … they do.
Why Work With Us
We believe in taking great care of our customers and our employees. We believe work ought to be both challenging and fun. (Otherwise what’s the point?) We believe it’s worthwhile to continually push for something better, to pursue excellence for the sake of excellence, and to hold each other to the same standard.
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