In our rapidly scaling organisation, we are seeking for an exceptional individual to help develop our Customer Success function as a Customer Success Manager.  This excellent opportunity has arisen in our Operations Team and will suit a motivated, technically and clinically aware CSM with experience of building trusted customer relationships.  You will work across the organization to deliver solutions in a B2B healthcare environment.

What you will do?

The successful application will be responsible for building Customer Success capability in an organisation and market that is incredibly fluid and swiftly evolving.

This is a fast-paced and varied role which is critical to the success and growth of Blackford and our vision. This customer-focused role, will have a strong emphasis on the clinical and technical skills that are required to build great relationships with our customers and partners.

Blackford’s solutions are typically aimed at improving radiology workflow and patient outcomes using image analysis or AI techniques. A core knowledge of healthcare is mandatory as you will be required to converse confidently with radiologists, PACS Managers, radiographers/radiology technicians.  An understanding of relevant hospital IT systems and workflow processes would also be is highly advantageous.

This role offers a great opportunity to further your career leadership aspirations and become a key member of the team influencing the future direction of the product development team and Blackford as a whole.

As an experienced CSM you will own designated customer account relationships after initial Blackford platform sale.  You will be responsible for ensuring chat customer promises and goals are met, leading to successful subscription renewal and account growth.  In doing this you will:

  • Develop a close understanding of each customer’s needs, working with customer stakeholders at senior and operational levels across the customer lifecycle
  • Act as point of escalation for each customer/partner, managing major issues and complaints as they arise and co-ordinate a response from a cross-functional perspective
  • Monitor the delivery of operational services to each customer (Product implementation, AI Trials & Evaluation, training, service and support)
  • Engage and co-ordinate Blackford clinical and technical support resources to address specific needs, within agreed internal resourcing plans
  • Monitor and deliver a positive customer experience, leading to renewal of platform and application subscriptions
  • Identify further expansion activity and upselling, working in conjunction with the Sales team
  • Provide key input to the Product team, providing a “voice of the customer” into Blackford’s product roadmap.
  • Report the status of customer health to Management Team
  • Work closely with colleagues to improve deployment and trial methodologies in place, allowing the company to continue to grow at pace

We are not necessarily just looking for someone with the most industry experience. We care more about a cultural fit and a desire to drive this role in your image and grow the capabilities of the company.

 

About You

Blackford are keen to hire people that share their vision and excitement about the development of their business, and who want to play an important role in helping them achieve its full potential. Candidates must bring energy, self-motivation and have a pro-active and flexible approach.

Required Knowledge / Experience

Essential:

  • A commercially aware mind, and to be capable of building trusting relationships and understanding customer business and clinical needs.
  • Experience of radiology operations in US and worldwide.
  • Ability to sit above multiple stages of customer engagement covering Pre-Sales, trials, deployment and Business As Usual (BAU) operations.
  • Knowledge of working with channel partners.
  • Ability to undertake occasional travel to customer sites as well as attend industry events such as RSNA, SIIM, ECR, HIMSS, etc.
  • The ability to manage different types and sizes of customers (Private Radiology practises, Large Health Systems, small hospitals, central government/federal agencies) as well as different types of partners (resellers, OEM partners, etc) .
  • Ability to grow a Customer Success team as deployment scales and Blackford continues to grow.

Desirable:

  • Experience managing multiple clients simultaneously
  • Experience working with customers to understand business needs, clarify customer goals and define success plans.
  • Experience of managing customer evaluations and trials including delivery of technical and clinical outcomes
  • Understanding application of AI within a healthcare setting (preferably Radiology)
  • Experience working with CSM’s from Channel and AI partners
  • Ability to identify and interpret customer/partner needs and communicate these to the Product team
  • Experience commissioning data analysis, developing insight and delivery of recommendations
  • Experience of working with US & UK /European clients and internal teams
  • Experience working within start-up / scale-up organizations

Key Personal Criteria:

  • Ability to develop strong relationships in both client-facing and partner-facing.
  • Strong communication skills, with the ability to build strong customer relationships with senior management positions and navigate stakeholder networks.
  • Ability to work within and coordinate cross functional teams.

We don’t expect perfection. So, if you feel comfortable with over half of what we are looking for then we encourage you to apply

At Blackford, we are proud of our diverse and fully inclusive culture and we don’t tolerate any kind of bias, judgement or harassment.  We want our recruitment process to be accessible to everyone so if you require any reasonable adjustments please note them on your application and we’ll do our best to accommodate your request.

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