Customer Success Consultant

As a digitally automated clinical supply chain solution, Cardinal Health? Wave Mark? Solutions leverages predictive modeling and automated inventory management - coupled with expert support services - to empower health systems' clinical and supply chain teams to optimize clinical workflows and improve efficiency. With Wave Mark offerings in operating rooms, procedural labs, clinical labs and nursing units, hospitals gain enterprise visibility of their supply chain to support product availability, optimize clinical workflows, improve financial performance, and enhance patient safety.

Using barcode and RFID technology, Wave Mark links product usage to the patient record at the Moment Of Care (MOC), providing both inventory documentation and real-time product level insights to help protect patients from recalled or expired products.

The Customer Success Consultant (CSC) is critically important to the customer’s success in utilizing the Wave Mark solution. The CSC’s will be expected to provide professional on-site customer support for the Wave Mark system, helping customers with concerns or issues, and building strong trusted relationships with clinical, supply chain, and technical staff. The CSC executes on the strategic plan and ensures that all Wave Mark-enabled departments are utilizing the full Wave Mark portfolio in support of patient safety, staff efficiency, and financial performance.

• Provide support for Wave Mark accounts, which could range from a single hospital department to an IDN (Integrated Delivery Network).
• Cultivate relationships with new and established customers to ensure successful customer experience.
• Complete site visits to each customer account with appropriate frequency.
• Master the full range of Wave Mark products/services and keep up with new releases.
• Responsible for customer advocacy to ensure issues are resolved in a timely and effective manner while adhering to Wave Mark policies and procedures.
• Work in a cross functional team consisting of Operations, Engineering, Customer Support, and other functions to ensure successful installation and adoption of the Wave Mark solution.
• Serve as a subject matter expert with customers for on-site troubleshooting technical issues.
• Participate in product development initiatives including new product design, documentation review, and ensure that customers benefit from new products and enhancements.
• Drive improvement in key Account Health metrics.
• Communicate system updates to local clinical staff and super- users.
• Ensure all account-level meetings and conversations are documented.
• Work closely with customer service team to help support customer service issues.
• Deliver local staff solution training i.e..., Mobile Hospital, Dashboard, and system reports.
• Deliver hospital-level Quarterly Business Reviews to key stakeholders that will help drive towards customer goals and Wave Mark best demonstrated practices.
• Able to travel 75-80% of time. This includes supporting customers during project planning, implementation and on-site issue resolution.

• Bachelor’s degree or equivalent work experience preferred.
• 3-5 years of experience in account management, customer service support, account consulting or healthcare supply chain preferred.
• Customer service/client facing, problem-solving and analytical skills highly desired.
• Experience guiding customers through solution adoption and change management highly desired.
• Strong written and verbal communication skills highly desired.
• Computer proficiency in Microsoft Office products (Access, Excel, Outlook, PowerPoint, Word) preferred.
• Customer/vendor credentialing is required (this may include vaccinations). More details will be provided if you are selected for an interview.
• Ability to travel 75-85% (domestically).

• Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects
• May contribute to the development of policies and procedures
• Works on complex projects of large scope
• Develops technical solutions to a wide range of difficult problems
• Solutions…