Success Services Manager

Success Services Manager

RLDatix is on a mission to help raise the standard of care everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it. Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare every day. We're searching for a USA-based Success Services Manager to join our Professional Services team, so that we can help healthcare clients get the most from our software solutions and services. The Success Services Manager will work directly with clients to deliver consulting, training, and system optimization support that drives stronger outcomes and deeper engagement with RLDatix products.

How You'll Spend Your Time:

• Deliver remote administrative support and client training to optimize the use of RLDatix software
• Collaborate with internal teams to support content development and delivery
• Conduct system health checks to ensure clients are getting full value from our platform
• Contribute to knowledge-sharing platforms to improve client self-service and education
• Provide project-based consulting and change management support to improve client satisfaction and system utilization

What Kind of Things We're Most Interested in You Having:

• Previous experience in customer success role, ideally within a SaaS company
• Demonstrated ability and desire to work with software
• Proven success managing multiple projects concurrently
• Strong interpersonal skills with the ability to interact effectively with staff at all levels
• Ability to work both independently and collaboratively in a fast-paced environment

Our benefits package includes health, dental, vision, life, disability insurance, 401K, paid time off, and paid holidays. RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and/or State laws. As part of RLDatix's commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don't hesitate to send a note to accessibility@rldatix.com.

Company Profile:

RLDatix is on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk and compliance tools that drive overall improvement and safety. Our suite of cloud-based software helps organizations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively and immediately through dynamic policy and procedure management. We envision a world where patients have access to the best and safest care possible and our team is made up of people who truly believe in what we do.

Key Responsibilities:

• Provide remote administrative services to help clients to optimize their use of the software
• Deliver training to end users supporting the optimal use of RLDatix software
• Collaborate with instructional designers and other members of the RL team, and contribute to the development of training content
• Deliver project-based consulting services in support of overall client success
• Conduct system health checks for existing clients to ensure they are optimizing the use of their software
• Maintain proficiency and expertise in the use of RLDatix software
• Contribute to the on-going enhancement of the client knowledge items via the RL HUB and Datix Zen Desk through the development of timely and relevant knowledge articles
• Demonstrate a positive attitude, lead and facilitate change and model professionalism in all contacts with internal and external customers
• Work on special projects, as assigned

Skills and Experience:

• Bachelor's Degree in Business Administration or related field, required
• Extensive expertise and knowledge of the RL6 platform
• Excellent verbal and written communication skills
• Minimum five (5) years of software consulting and training experience required, preferably in a healthcare related environment
• Experienced in managing customer relationships
• Strong data entry and computer skills including MS
• Demonstrated knowledge of adult learning theories as applied to training delivery
• Ability to thrive in a diverse, fast-paced, entrepreneurial environment
• Ability to evaluate clients' learning needs and develop applicable plans
• Proven presentation and/or training skills to facilitate knowledge transfer
• Strong interpersonal skills with the ability to interact effectively with staff at all levels
• Able to provide an exceptional level of customer service
• Excellent time management and workload organization skills
• Self-motivated with a sense of urgency and able to work towards set goals and objectives without close supervision
• Proven initiative to drive projects forward to attain high client satisfaction
• Able to travel to visit client sites and/or attend conferences, when required
• Proof of COVID vaccination or approved exemption as a condition of employment

RLDatix offers a competitive compensation package and comprehensive benefits package including health, dental, vision, life, disability coverage, a generous retirement savings plan, paid time off, and paid holidays. RLDatix is an equal opportunity employer and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and/or State laws.