Healthcare Customer Success Manager

We’re super into the work we do and the community we’ve built and think you might be, too. 

Q-Centrix is the largest exclusive provider of clinical data management solutions to acute care hospitals. A market disruptor and innovator, Q-Centrix believes that there is nothing more valuable than clinical data as it is critical in delivering safe, consistent, quality healthcare for all. Bringing together deep expertise across providers, clinical knowledge, data and software, Q-Centrix provides an integrated approach that can redefine and streamline the data management and real-world application process for the healthcare industry, thereby enabling increased efficiency and exciting new solution opportunities. 

Providing the industry’s first Enterprise Clinical Data Management (eCDM™) platform, Q-Centrix utilizes its market-leading software, the largest and broadest team of clinical data experts, a modern-stack software and reporting data structure, and best practices from its 1,200+ hospital partners to securely extract, curate, structure, and enhance clinical data at the highest quality level. The resulting high quality structured clinical data is then utilized to support reporting demands, drive improved care delivery, meet financial and operational needs, enable population health workflows and power broad research use cases. Its solutions cover a breadth of clinical segments, including cardiovascular, oncology, infection prevention, trauma and real-world data applications. Q-Centrix’s platform enables its partners to access valuable clinical information that may otherwise be trapped across multiple workflow systems and clinical information platforms. Q-Centrix is positioned for continued growth as they integrate new capabilities and business lines. 

Backed by a leading global private equity growth firm, TPG, Q-Centrix will continue to invest heavily in technology (data, software, automation), people, and processes that can accelerate access to high quality structured clinical data at scale and facilitate greater real world data applications. 

Job Summary:

The Partner Success Advisor (PSA) will work closely with our hospital and health system partners to demonstrate the company’s broad value proposition while managing accounts in a typical account management capacity. Specifically, the PSA is a key driver of partner value by supporting them with the best practices, case studies, analytics, and other partner resources to unlock the full value of their relationship with Q-Centrix. By delivering surplus value to each customer—in each and every interaction—the Partner Success Advisor will create deep customer intimacy and knowledge. This customer intimacy will allow the Partner Success Advisor to be uniquely positioned to partner with the business development team to drive revenue growth within their supported partner organizations, as measured by orders and revenue growth.

The ideal Partner Success Advisor candidate is an individual who can balance value-added and day-to-day management of accounts with commercial interactions. They must be able to work seamlessly across and develop positive working relationships with all Q-Centrix’s matrix of functional areas, especially marketing, business development, and partner transformation. The individual will also possess superior consultative expertise and demonstrate excellent interpersonal skills, a strategic mindset, and an outstanding ability to balance the priorities of both customers and the Company.

Essential Functions: 

• Deliver outstanding partner experience for core solutions delivery.
• Build and nurture strong relationships with hospital quality executives and act as the main point of contact and liaison for all client-side stakeholders.
• Manage and communicate partner expectations and client scopes of work from implementation through the entire customer journey (for core solutions, e.g., abstraction).
• Increase partner engagement with our core technology while creating and tracking internal dashboards to assess real-time metrics related to facility performance.
• Deliver surplus value to partners.
• Consult and assess partners' broader challenges regarding clinical quality management.
• Share partner transformation resources as appropriate—e.g. best practice studies, regulatory updates, templated data reports, access to relevant webinars, networking with other quality leaders, etc.—and provide guidance on how best to implement learnings at their respective organizations.
• Keep an active eye on the market regarding potential new challenges or best practices. Share with partner transformation team as well as partners.
• Help drive Orders growth within assigned partners.
• Prospect extensions and expansions. Partner with business development to convert leads into opportunities.
• In partnership with business development, communicate value delivered from existing partners/relationships to new prospects.
• Grow partner revenue through upsell renewals.
• Demonstrate customer advocacy.
• Keep an active pulse on customer satisfaction to our core solutions/offerings, identifying opportunities for continued improvement which can be shared with the Company’s operational team (recruiting, staffing, implementation, and delivery).
• Other Duties: As a growth organization, roles and responsibilities often evolve and adapt over time. As such, this job description may not comprehensively account for future activities, responsibilities, and priorities—these may evolve right along with us!

Required Abilities, Education, and Skills:

• Bachelor’s degree and/or technical degree in business or related field.
• Ability to simultaneously manage multiple projects and partners.
• Exhibit our core behaviors and beliefs of learning, innovating, collaborating, improving, and accountability while demonstrating empathy and humility daily.
• Ability to quickly establish consultative capabilities with partners through trust and leadership.
• Demonstrated ability to work directly with clients and convey expertise and confidence.
• Exceptional verbal and written communication skills, as well as interpersonal and relationship-building capabilities.
• Demonstrated ability to work in a collaborative and matrixed team environment.
• Ability to work independently and manage multiple tasks and projects; a self-motivated and results-driven professional.

Preferred Abilities, Education and Skills:

• At least five years of experience in clinical quality. 

Supervisory Responsibilities: None

Work environment/Physical Demands: Continuous sitting and fine manipulation. 

Travel Requirements: 25 – 35%

Work Authorization: Legally able to work in the United States without sponsorship 

Total Rewards:

At Q-Centrix, our purpose—safer, consistent, quality healthcare for all—drives everything we do. To accomplish this important work, we aim to attract, engage, and retain a talented team by offering a compelling, equitable rewards package. This includes an inclusive culture, a flexible work environment, learning and development opportunities, and robust benefits that support both health and financial wellness. In addition, our supportive community fosters collaboration, learning, growth, and enjoyment, making Q-Centrix a place where meaningful work and a positive work experience go hand in hand. It’s no wonder we’ve earned the Great Place to Work distinction multiple years in a row! The target salary range for this role is $80,000.00 to $90,000.00 per year, plus a commission target of $17,500.00. An individual’s salary within this range is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations. All commissions are considered variable pay and are paid per the Q-Centrix Commission Plan, which is shared with team members annually. The actual commission payout may be higher or lower, depending on individual performance.

In addition to our inclusive and innovative working environment and comprehensive compensation package, team members enjoy:

• Remote/hybrid flexibility (depending on location) and a generous time off program with additional paid time for volunteering.
• Robust benefits package including medical, vision, dental, health savings accounts, company paid short- and long-term disability, employee assistance program, paid parental leave, life insurance, accident insurance, and other voluntary benefit programs for employees and their eligible dependents.
• 401(k) retirement plan with a company match.
• Opportunities for professional development.