Customer Onboarding Manager

Ramsoft - Rancho Cucamonga, CA

Full-time - Mid Level

Rancho Cucamonga, CA

101-250 employees

Professional, Scientific, and Technical Services

About the position

Join RamSoft, a collaborative and innovative SaaS medical software company that is developing and selling novel cloud and cloud-native RIS/PACS software platforms for radiologists worldwide. As a Customer Onboarding Manager, you will play a crucial role in setting up customers for immediate success by facilitating the implementation process for new accounts, add-on features, and integrations with third-party systems. Your primary responsibility will be to educate new customers and ensure a smooth adoption of RamSoft products. In this role, you will become an expert in RamSoft products, add-ons, and third-party integrations. You will need to have a good understanding of the customers' requirements and desired workflows, clearly communicating account setup requirements and expectations with customers and key stakeholders. Following standard processes and best practices, you will bring clients onboard and ensure they go live within the stipulated timeframe. You will manage the provisioning process, which includes creating organizations/users and making any necessary modifications or configurations. Delivering end-user training to clients, which may include technical personnel, administrative staff, and healthcare staff, will also be part of your responsibilities. Maintaining a high level of process quality and consistency while fostering excellent relationships with customers is essential. You will create and maintain the required documentation for each onboarding project and ensure customers receive superior service. Collaboration with customer success, sales, finance, operations, and product teams will be vital to ensure customer satisfaction. Additionally, you will leverage feedback for continuous improvement to the onboarding process and develop a deep understanding of our customers' business and operational objectives. Establishing strong relationships with new customer stakeholders and deepening relationships with existing customer stakeholders will be key to your success.

Responsibilities

• Become an expert in RamSoft products, add-ons, and 3rd party integrations.
• Understand customers' requirements and desired workflows.
• Clearly communicate account setup requirements and expectations with customers and key stakeholders.
• Follow standard processes and best practices to onboard clients and ensure they go live in the stipulated timeframe.
• Manage the provisioning process, including the creation of organizations/users and necessary modifications/configurations.
• Deliver end-user training to clients, including technical personnel, administrative staff, and healthcare staff.
• Maintain a high level of process quality and consistency while fostering excellent relationships with customers.
• Create and maintain required documentation for each onboarding project.
• Ensure customers receive superior service.
• Collaborate with customer success, sales, finance, operations, and product teams to ensure customer satisfaction.
• Leverage feedback for continuous improvement to the onboarding process.
• Develop a deep understanding of customers' business and operational objectives.
• Establish strong relationships with new customer stakeholders and deepen relationships with existing customer stakeholders.

Requirements

• Diploma/degree in computer science, information systems, healthcare informatics, Radiology technologist, or related field.
• 5+ years of experience working in a related role.
• Demonstrated experience implementing systems and integrations while working with clients.
• Extensive computer skills, including experience in TCP/IP, Microsoft products, Azure, SQL, etc.
• 5+ years of experience with RIS/PACS or EMR systems.
• 5+ years of experience in systems (hardware and software) configuration and support, or working in a related role.
• 5+ years of experience in Healthcare IT / Radiology DICOM Standard knowledge.
• HL7 and FIHR Standards expertise.
• Strong interpersonal skills conducive to team development.
• A good track record of managing multiple projects under tight deadlines.
• Ability to work independently with good judgment and consistent follow-through.
• Understanding of the desktop/laptop environment and Azure Cloud environment, with the ability to troubleshoot basic network connectivity issues.
• Familiarity with mobile device app installations.
• Ability to communicate technical concepts in simple terms.
• Excellent written and verbal communication skills.

Benefits

• Casual work environment
• Flexible work hours
• Competitive compensation and benefits package