Head of Implementation & Customer Success
Norbert Health is at the forefront of transforming healthcare with the first AI-driven health hub that automates critical tasks traditionally managed by care providers. Our device seamlessly integrates AI, robotics, and multimodal sensing technologies to provide ambient health monitoring and proactive care management. We are rapidly scaling and seeking a Head of Implementation & Customer Success to drive the successful onboarding, deployment, and ongoing customer success of our groundbreaking platform.
Key Responsibilities:
Customer Onboarding & Deployment
- Own the end-to-end customer onboarding lifecycle, ensuring efficient implementation and rapid realization of value through Norbert's AI-driven care management solutions.
- Lead comprehensive implementation planning, including working with technical teams to execute system configuration and seamless technical integration with Electronic Health Records (EHRs), care management platforms, robotic automation processes, and customer IT systems.
Account & Relationship Management
- Serve as the primary customer contact, proactively nurturing relationships to ensure customer retention, growth, and advocacy.
- Facilitate regular customer review meetings and Quarterly Business Reviews (QBRs) to gather feedback, identify opportunities for improvement, and enhance customer experience.
- Work closely with Product, Engineering, and Sales teams to advocate customer needs, influencing product enhancements and the development of automated care manager capabilities.
Utilization & Billing Oversight
- Continuously monitor customer utilization metrics, driving deeper engagement, demonstrating ROI, and identifying additional automation and robotics integration opportunities.
- Ensure accuracy and efficiency in billing processes, active user tracking, and adherence to customer contracts.
Technical Enablement & Support
- Provide strategic guidance and facilitate technical support to help customers fully leverage Norbert’s capabilities, including AI-driven assessments, robotic workflows, and ambient monitoring features.
- Rapidly manage the resolution of technical issues, optimizing operational efficiency and maximizing customer satisfaction.
Process & Performance Optimization
- Establish and monitor key implementation success metrics, utilizing data-driven insights to continually refine processes.
- Develop scalable implementation and deployment processes, reducing friction and accelerating customer time-to-value.
Ideal Candidate Profile:
- Proven experience blending customer success and project management roles, particularly within innovative healthcare technology environments.
- Background in healthcare, clinical settings, or senior care, with a deep understanding of care management processes (clinical credentials not required).
- Experience with implementing advanced technology solutions, including AI, robotics, automation, or ambient sensing platforms a plus.
- Exceptional analytical skills, with a demonstrated ability to leverage data to enhance customer experience and product utilization.
- Strong interpersonal, communication, and cross-functional collaboration skills.
This position will be based out of our Brooklyn, NY office, at the Brooklyn Navy Yard.
Join Norbert Health in revolutionizing healthcare through advanced AI-driven care automation.
