IT Customer Success Manager

General Summary

The information below covers the role requirements, expected candidate experience, and accompanying qualifications.

Establishes and maintains positive working relationships with external customers who use IT solutions provided by the Bryan Health Information Technology department;

communicates often through regularly scheduled meetings and proactive updates before change occurs. Works with Bryan Health external customers to help them work through IT problems, set and deliver on realistic expectations, break down barriers, and share the Bryan Health vision and strategic roadmap.

Serves as the face of Bryan Health and is the primary point of contact to these external customers. Gathers feedback and identifies opportunities for improvement, and coaches external customers to get the most out of the solutions provided by Bryan Health IT.

Shares Bryan Health successes and best practices as well as Bryan Health expectations of external customers, while also understanding the unique needs of each external customer.

Principal Job Functions

• Commits to the mission, vision, beliefs and consistently demonstrates our core values.
• Meets on a regular basis with the primary point of contact at each external customer site.
• Ensures external customers are aware of and adhere to all Bryan Health expectations including policies and procedures;

escalates when appropriate.

• Reviews metric performance with external customers and facilitates education on opportunities for improvement.
• Validates external customers have all necessary tools to utilize the Bryan Health IT solutions and connects external customers with the appropriate Bryan Health experts for any identified gaps utilizing the standard IT processes.
• Creates and manages external customer project schedules to ensure overall project success, emphasizing innovative solutions, value management, quality assurance, functional efficiency and client satisfaction.
• Adheres to internal Project Management best practices and PMP methodology and procedures; learns, fully understands and uses all Bryan Health planning and implementation tools to improve the course and outcome of projects.
• Identifies the scope, goals, objectives, requirements and limitations of projects for external customers.
• Assesses the impact of projects by supporting activities that meet the respective project aims, communicating with team members, resource managers, senior management, departments and sponsors regarding the project, determining measures that assess the level of project success and using external comparisons and benchmarks to establish organizational standards for project management.
• Assimilates large volumes of information from different sources and visualizes / analyzes relationships between parts / whole;

recognizes, respects and incorporates the diverse ideas, perspectives and values of team members to meet organizational and project objectives.

• Develops and implements quality improvement planning, measurement and improvement cycles related to external customer projects as assigned.
• Plans, executes and manages the tasks, phases and deliverables of the project based on the identified project goals and objectives;

closes the project when completed and captures the knowledge accrued.

• Advances work knowledge by participating in continuing education inservices, reading periodicals / literature and seeking ongoing development opportunities.
• Provides ongoing monitoring and status of budgetary performance specific to the external customers.
• Develops effective collaborative relationships with stakeholders across the Bryan Health System and external customers.

Education And Experience

Bachelors Degree in Health Administration or Business Administration; or an equivalent combination of management and technical experience, and education / training.

Minimum of five (5) years leading moderate to large projects using established project management methodologies required.

Minimum of two (2) years of experience in related healthcare or business area required. Previous experience with implementing Epic required.

Minimum of five (5) years of experience in the analysis, design, implementation, support, and maintenance of computer systems preferred.

Experience in leading multidisciplinary teams preferred.

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