Job Description The Customer Success Nurse Consultant (CSNC) is responsible for ensuring post-go-live success for ICU Medical's full line of infusion devices and consumables. This role focuses on exceeding customer expectations following implementation by providing proactive support, clinical guidance, infusion data analysis, and strategic follow-up. CSNC works closely with the implementation teams to ensure a seamless transition and serves as a trusted resource for customers during the post-implementation phase. Essential Roles and Responsibilities * Customer Engagement & Support o Serve as the primary clinical contact for assigned post-implementation accounts. o Provide timely responses to customer inquiries and proactively follow up to ensure satisfaction. o Deliver customer-facing presentations and training as needed. * Cross-Functional Collaboration o Partner with Sales and professional services to develop strategies that enhance customer experience. o Collaborate with the Implementation Team, Technical Support Center (TSC), and Global Complaint Management (GCM) to ensure coordinated post-go-live support. * Support Data Analytics Program o Ability to analyze infusion data o Ability to analyze and interpret clinical reports across multiple infusion platforms o Present data analysis and strategies to customer stakeholders to improve outcomes * Performance Monitoring & Strategic Insights o Create, implement, and monitor key performance indicators (KPIs) that drive long-term customer success. o Provide clinical expertise to enhance the customer experience in support of customer satisfaction initiatives * Tools & Documentation o Develop customer-facing tools, templates, and status reports for leadership and Professional Services. o Maintain accurate and timely documentation of customer interactions, communications, and complaints in the business automation system. * Product Expertise o Maintain a deep understanding of ICU Medical's infusion products and services to provide expert guidance and support. o Strong clinical practice background Customer Success Nurse Consultant Qualifications * BSN required * Unrestricted [RN] nursing license required * Unrestricted driver license required * Minimum of 5 years acute care clinical experience, preferably in infusion therapy or related fields. * Experience in clinical consulting, clinical informatics, or post-implementation support is highly desirable. * Experience in clinical education and leadership is a plus * Experience using Tableau is a plus * Strong communication, presentation, and interpersonal skills. * Proficiency in Microsoft Office Suite and CRM/business automation systems. Travel Requirements Up to [50 %] travel may be required for customer site visits, optimization, and support About Us ICU Medical has consistently provided you with clinical innovations that help solve real-world challenges. With the acquisition of Hospira Infusion Systems in 2017 and Smiths Medical in 2022, we are now a global market leader with a complete line of clinically-essential IV therapy and high-value critical care products for hospital, alternate site, and home care settings. We're ready to bring you consistent quality, innovation, and value in more areas than ever. Our focus allows us to bring you: * Dedicated and non-dedicated IV sets and needlefree connectors clinically proven to provide an effective barrier against bacterial transfer and colonization. * The industry's broadest IV smart pump offering covering large volume, pain management, and ambulatory needs. * IV medication safety software providing full IV-EHR interoperability with the highest customer satisfaction and compatibility with more EHR systems than any other company. * Significant US IV solutions manufacturing and supply capabilities. 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 EEO Statement: ICU Medical is committed to being an Equal Opportunity Employer. We ensure that all qualified applicants receive fair consideration for employment regardless of race, color, nationality or national origin, ethnicity, sex, gender, religion or belief, marital or civil partnership status, sexual orientation, pregnancy or maternity, age, disability, or protected veteran status. If you are an individual with a disability and need reasonable accommodation to participate in the employment selection process, please contact us at [email protected]. We are committed to providing equal access and opportunities for all candidates. ICU Medical EEO Policy Statement Know Your Rights: Workplace Discrimination is Illegal Poster ICU Medical CCPA Notice to Job Applicants
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