Medicom Group

Customer Success Manager

• Own the overall health, adoption, utilization, and retention of a portfolio of healthcare accounts as the primary customer contact
• Build relationships with PACS administrators, imaging IT teams, clinical users, and executive leadership
• Develop and execute customer success and adoption plans
• Lead multi-site adoption initiatives across health systems, tracking facility-level configuration, activation, and utilization
• Analyze customer utilization and account health data to identify trends, adoption opportunities, and renewal risks
• Conduct regular account reviews and quarterly business reviews
• Communicate performance, progress, risks, and opportunities to customer leadership and internal teams
• Apply knowledge of DICOM, DICOMweb, HL7, FHIR, PACS, and EHR integrations to communicate with technical teams and understand potential issues
• Partner with customer IT, Support, Implementation, and third-party vendors to investigate and resolve technical or interoperability issues
• Manage the transition from Implementation to Customer Success and provide support during scheduled go-live activities
• Become a subject matter expert on Medicom products and develop enablement materials, training, demonstrations, and best-practice guidance
• Capture and communicate the Voice of the Customer and track product enhancement requests
• Identify expansion opportunities and support renewal preparation with Sales, Legal, and Finance
• Collaborate cross-functionally to advocate for customers and deliver a consistent customer experience

Implementation Specialist

• Install, upgrade, and migrate ImageX across customer Windows Server and virtual environments
• Configure Connect, including Spaces, permissions, DICOM locations, AE titles, routing rules, and site-to-site network connections
• Build, map, and troubleshoot HL7 v2, FHIR, SMART on FHIR, and SSO integrations
• Diagnose and resolve DICOM, HL7, and Windows infrastructure issues using logs and diagnostic tools
• Troubleshoot connectivity involving firewalls, ports, VPNs, certificates, DNS, proxies, antivirus/endpoint security, disk capacity, and Windows services
• Partner with customer IT teams and third-party PACS, VNA, RIS, and EHR vendors to resolve cross-system issues
• Lead technical kickoffs, status calls, working sessions, installations, and customer training
• Develop and execute test plans, track acceptance criteria, support user acceptance testing, and prepare implementations for production
• Lead go-lives and cutovers, including early-morning, evening, or overnight windows, and provide hypercare support
• Support migrations from incumbent image exchange platforms, including parallel runs and validation
• Partner with Imaging Informatics on clinical end-user training and adoption
• Evaluate customer environments for security and connectivity requirements and ensure compliance with HIPAA and Medicom security practices
• Maintain accurate project and customer records, including Salesforce details, implementation documentation, and engagement knowledge
• Manage a portfolio of 17–25 active customer projects and support 30–40 installs, kickoffs, connection calls, and training sessions monthly