Clinical Customer Success Consultant

Position Summary:

The role of the Clinical Success Consultant (CSC) is to provide post-go live (PGL) clinical support to strategic customers and competitive conversions to Plum 360. In addition, the CSC is the customer data analytics lead who utilizes and interprets infusion device data to support and drive customer success and clinical compliance in support of organizational goals. Lastly, the CSC provides clinical support internally to technical support center (TSC), customer advocacy, and global complaint management (GCM).

Essential Duties & Responsibilities:

• Support the PGL process as customers transition from implementation to support

• Provide ongoing PGL clinical support for strategic accounts and competitive conversions

• Provide onsite Wellness Checks for competitive customers to assess clinical adoption of Plum 360

• Write comprehensive executive summaries following onsite visits that include observations, feedback, issues mitigation, and strategies to improve workflows and infusion practices

• Provide insight into data analytics to support customer success and drug library opportunities

• Provide monthly and quarterly data analytics, as applicable to customers

• Utilize ICU Medical MedNet reports to investigate customer adverse events

• Collaborate with cross-functional teams both internal and external to drive success

• Coordinate calls with cross-functional clinical teams

• Provide internal support to TSC level II escalation process as subject matter expert to resolve clinical issues

• Provide clinical expertise to support customer advocacy and GCM to investigate and resolve complaints

• Build and foster relationships with strategic customers to add value to ICU Medical products and solutions

• Identify and analyze PGL data to look for trends in support of process improvement for Professional Services and Business Operations

• Participate in process improvement initiatives

• Create customer-facing documents and status reports to support ongoing customer success

• Keep accurate, detailed, timely, and accessible documentation of customer communications, interactions, and complaints in business automation systems

Knowledge Skills and Qualifications:

• Strong knowledge of infusion workflow and nursing practice

• Experience in infusion data analytics is a plus

• Excellent critical thinking and problem-solving skills

• Excellent verbal and written communication skills

• Ability to work with cross-functional teams and develop innovative ideas

• Strong ability to prioritize tasks to meet customer needs and business goals

• Strong time management and organization skills

• Possess strong change management skills to drive process improvement and development

• Must be self-directed with minimal coaching

• Strong research skills and ability to leverage outside resources to support best practice

• Proficient in Excel, Word, and Outlook

Education and Experience:

• BSN from an accredited school of nursing, MSN preferred

• Minimum 5-7 years of experience in an acute care hospital, preferably Level I trauma or academic facility

• ICU experience preferred

• Experience with infusion device implementations preferred

• Experience with medical device data analytics preferred

• Proficient in Excel, Word, and Outlook

Minimum Requirements:

• Must be 18 years of age

• As part of the scope of employment, the employee must hold a valid driver’s license as well as comply and meet the requirements set forth in the Authorized Driver Policy to drive on behalf of the company.

• Unrestricted nursing license

Travel Requirements:

• Typically requires 25-50% travel

Physical Requirement:

• This job operates from a remote home office and routinely uses standard office equipment.

This role is based remotely; the incumbent may be remote in any state other than Colorado; California; Connecticut; Montana, Maine or New York.

ICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.