Qureos Mentor

PaxeraHealth

<div><b>Job Summary:</b><br>
The Customer Success Manager (CSM) at PaxeraHealth Corp. plays a critical role in ensuring client satisfaction, product adoption, and long-term partnership success. This position is responsible for managing relationships with healthcare providers, hospitals, and imaging centers, ensuring that clients realize the full value of PaxeraHealth&rsquo;s SaaS solutions. The CSM will proactively support onboarding, usage, renewals, and expansion, all while working to ensure zero churn and high customer satisfaction.<br>
<b>Key Responsibilities:</b><br>
<b>Customer Onboarding &amp; Adoption</b><ul><li>
Lead the onboarding process for new clients, ensuring smooth implementation and training on PaxeraHealth&rsquo;s solutions.</li><li>
Develop success plans tailored to each client&rsquo;s needs and workflows.</li><li>
Monitor client engagement and provide proactive support to drive adoption.</li></ul><b>
Relationship Management</b><ul><li>
Build and maintain strong, long-term relationships with key client stakeholders.</li><li>
Serve as the primary point of contact for day-to-day client needs and escalations.</li><li>
Conduct regular check-ins and business reviews with strategic accounts.</li></ul><b>
Customer Retention &amp; Growth</b><ul><li>
Monitor health metrics and proactively address risks to ensure zero churn.</li><li>
Identify upsell/cross-sell opportunities and collaborate with the Sales team to drive expansion.</li><li>
Support contract renewals and maintain a high Net Promoter Score.</li></ul><b>
Support &amp; Issue Resolution</b><ul><li>
Coordinate with Technical Support, Product, and Sales teams to resolve client issues efficiently.</li><li>
Communicate updates, timelines, and solutions clearly and promptly.</li><li>
Advocate for client needs internally to drive product and process improvements.</li></ul><b>
Insights &amp; Reporting</b><ul><li>
Track customer success metrics (customer satisfaction score, net promoter score, churn, usage).</li><li>
Provide regular reports and feedback to internal stakeholders on account performance.</li><li>
Share best practices and client feedback to improve service delivery and product roadmap.</li></ul><h3 class="jobSectionHeader"><b>
Job Requirements</b></h3><p><b>
Education &amp; Experience</b></p><ul><li>
Bachelor&rsquo;s degree in Business Administration, Healthcare Management, Information Technology, or a related field.</li><li>
10+ years of experience preferably within healthcare or healthcare IT environments and 3&ndash;5+ years of experience in Customer Success, Account Management, or Client Relationship Management, preferably within healthcare or SaaS environments.</li><li>
Experience working with hospitals, imaging centers, or healthcare providers is highly preferred</li><li>
Demonstrated experience managing clients across <b>multi-regional markets (Africa, Europe, Levant, GCC, and Asia)</b> with an understanding of cultural, operational, and regulatory differences.</li></ul><p><b>
Technical &amp; Industry Knowledge</b></p><ul><li>
Familiarity with SaaS platforms and customer lifecycle management.</li><li>
Understanding of healthcare IT systems (e.g., RIS, PACS, EMR) is a strong advantage.</li><li>
Experience using CRM tools such as Salesforce or similar platforms.</li></ul><p><b>
Other Requirements</b></p><ul><li>
Fluency in English; additional languages are a plus.</li><li>
High level of professionalism and ability to handle sensitive client information.</li><li>
Ability to work cross-functionally with Sales, Product, and Technical teams.</li></ul><br>
<p>
</p><p>B3UuWKtvaZ</p></div>

Customer Success Manager

<div><p>We are seeking a proactive and customer-focused <b>Customer Care Manager</b> to join PaxeraHealth. This role will oversee daily customer support operations, ensuring high-quality service delivery and customer satisfaction. The ideal candidate will lead support teams, improve processes, and collaborate with internal departments to enhance the overall customer experience.</p><p><b><br>
Key Responsibilities:</b><br>
 <b>Team Management &amp; Leadership:</b></p><ul><li>
Supervise daily operations of the Technical Support team</li><li>
Assign tasks based on team member expertise and customer priorities.</li><li>
Monitor team performance, provide feedback, and take action on low and high performers.</li><li>
Conduct weekly meetings to discuss team progress and challenges.</li><li>
Ensure open communication and foster a positive, collaborative work environment.</li></ul><b>
Technical Support &amp; Customer Satisfaction:</b><ul><li>
Oversee customer issue resolution, ensuring timely and effective support.</li><li>
Respond to escalated technical inquiries and complaints from clients.</li><li>
Conduct follow-up calls and emails to ensure customer satisfaction and system stability.</li><li>
Assist in critical troubleshooting, system deployment, and integration support.</li></ul><b>
Training &amp; Development:</b><ul><li>
Identify training needs and provide coaching for team members.</li><li>
Organize knowledge-sharing sessions to enhance technical capabilities.</li><li>
Ensure team members are updated on PACS, RIS, DICOM, HL7, and other healthcare IT standards.</li></ul><b>
Collaboration with Other Departments:</b><ul><li>
Work closely with the Production Team to coordinate software releases and licenses.</li><li>
Communicate with Sales Managers regarding customer complaints and contract issues.</li><li>
Liaise with Project Managers to align on customer expectations and ongoing projects.</li><li>
Support presales and sales teams by responding to technical inquiries.</li></ul><b>
Reporting &amp; Documentation:</b><ul><li>
Maintain Salesforce case logs, service delivery forms, and site documentation.</li><li>
Provide weekly and monthly reports on team performance, customer satisfaction, and support issues.</li><li>
Ensure compliance with SLAs (Service Level Agreements) and internal KPIs.</li></ul><b>
Additional Responsibilities:</b><ul><li>
Participate in management meetings to provide updates on technical support operations.</li><li>
Recommend process improvements to enhance service efficiency.</li><li>
Occasionally travel to client sites for escalated issues or major system installations</li></ul><b>
Education &amp; Experience:</b><div><div><div><b>
Requirement</b></div><div><b> Minimum</b></div><div><b> Preferred</b></div></div><br>
<div><div><b>
Education</b></div><div> Bachelor&rsquo;s in Biomedical Engineering, Computer Science, or IT-related field</div><div> Master&rsquo;s degree or <b>PMP certification</b></div></div><br>
<div><div><b>
Work Experience</b></div><div> +10 years, including <b>team leadership experience</b></div><div> Experience in Healthcare IT</div></div><br>
<div><div><b>
Certifications</b></div><div><b> ITIL, CDIP, CIIP, or any relevant Healthcare IT certification</b> (Preferred)</div><div> Advanced certifications in <b>SQL DBA, HL7, VMware, or Network Security</b></div></div><br>
</div><p><b>
Qualifications and Skills:</b><br>
<b>Technical Skills:</b><br>
✔ Strong knowledge of PACS, RIS, DICOM, HL7, FHIR, and system integrations.<br>
✔ Proficiency in Windows Server, SQL database administration, VMware, and network security.<br>
✔ Hands-on experience in firewall configurations, IT infrastructure, and troubleshooting.<br>
✔ Ability to handle Salesforce case management and CRM tools.<br>
<b>Soft Skills:</b><br>
✔ Strong leadership and team management abilities.<br>
✔ Excellent communication and problem-solving skills.<br>
✔ Ability to delegate tasks effectively and manage workloads.<br>
✔ Strong customer service orientation and ability to build relationships.</p><p>
</p><p>JNlbpOlnhv</p></div>

Customer Care Manager

<div><b>Key Responsibilities</b><ul><li>
Work closely with the Sales Director to execute daily operational and strategic tasks.</li><li>
Distribute internal communications to relevant departments in a timely manner.</li><li>
Manage Salesforce, including roles, profiles, sharing rules, workflows, and user groups.</li><li>
Ensure all CRM records are accurately updated in accordance with company policies.</li><li>
Generate and maintain sales reports, dashboards, and automated workflows.</li><li>
Handle sales operation requests, customer analysis, individual views.</li><li>
Maintain professional relationships with customers and internal staff.</li><li>
Maintain database integrity through data cleansing and duplicate record management.</li><li>
Act as the CRM data governance lead, ensuring data quality, data management, policy compliance, business process management, and risk management across the Sales Department.</li><li>
Evaluate new Salesforce releases and assess their impact on business processes and users.</li><li>
Collaborate with other departments to ensure compliance with company policies and procedures.</li><li>
Support the sales team and provide backup assistance when required.</li><li>
Prepare sales quotations and contracts.</li><li>
Perform sales department's administrative duties such as preparing reports, printing, photocopying, and ordering office supplies.</li></ul><br>
<b>
Job Requirements</b><ul><li>
Bachelor degree in Business Administration or a related field.</li><li>
Minimum of <b>3 years&rsquo; experience</b> in office administration, CRM, and Salesforce.</li><li>
Proven experience in office management with strong administrative and organizational skills.</li><li>
Strong business written and verbal communication abilities in English.</li><li>
Proficiency in MS Word, Excel, PowerPoint, and other office tools.</li><li>
Ability to work effectively within a team environment.</li><li>
Fluency in spoken and written English.</li></ul><br>
<p>
</p><p>7XfWizcSWW</p></div>

Sales Operations

Join PaxeraHealth and explore 3   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

PaxeraHealth

About Company

Customer Success Manager

Customer Care Manager

Sales Operations