Customer Success Manager Jobs in Rochester, NY (NOW HIRING)

Job Summary: 

As a PatientPoint Implementation Manager, you will lead the end-to-end installation and product implementation for all new customers, serving as a critical liaison between our Sales, Field Technicians and Clients. You will be responsible for ensuring a seamless and efficient transition from sale to service, delivering a high-quality experience that sets the tone for long-term customer success.  

  What You'll Do:  

• Strategic Program and Construction Oversight: Provide comprehensive planning and strategic direction for program rollouts, including oversight of construction and facility readiness activities. Coordinate with contractors, facilities, Project Management and internal/ external stakeholders to align project milestones, identify key success factors, manage dependencies and proactively mitigate risks to support successful go-lives in healthcare facilities.  

• Primary Point of Contact: Serve as the central liaison for new customer implementations, managing timelines, adherence to standards and owning all communications throughout the installation journey to ensure a seamless experience. 

• Tailored Rollout Recommendations: Deliver customized rollout strategies that align with customer needs, internal resources, and long-term scalability objectives. 

• ERP & Project Coordination: Manage all logistical and operational aspects within the ERP system and project plans to maintain accurate tracking and execution. 

• Team Supervision & Installation Management: Oversee technicians and field teams to ensure high-quality, efficient on-site installations and issue resolution. 

• Technical Subject Matter Expertise: Act as SME for network infrastructure and requirements, ensuring all configurations and specifications are met to support successful deployments. 

• Issue Resolution: Proactively identify and resolve technical and logistical challenges to minimize disruptions and maintain project momentum. 

• Conduct In Field Visits: Perform ad hoc on-site assessments to evaluate infrastructure, gather technical requirements and ensure site readiness for implementation.  

 What We Need: 

• 3+ years of experience leading large-scale system rollouts and cross-functional projects in customer-facing environments. 

• Proven ability to manage end-to-end deployments across multiple sites, ensuring alignment between client requirements, project timelines, and technical execution. 

• Track record of successfully guiding client relationships through all phases of deployment - from pre-installation planning through go-live support. 

• Strong skills in setting expectations and maintaining high levels of customer satisfaction. 

• Hands-on experience in construction management, including coordination with subcontractors, blueprint reviews, site readiness oversight, and collaboration with building stakeholders. 

• Effective at bridging the gap between technical and non-technical stakeholders; experienced with ERP systems and hardware/software network installations. 

• Experienced in conducting field site assessments and managing deployment logistics, including installation readiness and equipment configuration. 

• Willingness and ability to travel to customer sites as needed. 

 Desired Qualifications: 

• Direct experience in healthcare facility rollouts and construction project management 

 What You'll Need to Succeed:  

• Collaborative Mindset: Ability to influence and drive alignment across cross-functional teams by fostering collaboration, providing strategic guidance and ensuring all stakeholders are working toward shared goals.    

• Solutions-Oriented Approach: Approaches challenges with curiosity and a proactive attitude, consistently seeking and proposing thoughtful, effective solutions.  

• Passion for Customer Success: A strong dedication to ensuring that the customer experience is seamless, positive, and impactful.  

• Direct Communication Skills: The confidence and professionalism to have candid solution-focused conversations with internal teams, vendors and customers.  

Base Salary Band:  $65,000.00 - $110,000.00 
Compensation: At PatientPoint, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including skills, qualifications, geographic location, and professional experience, which can cause your compensation to vary. The base salary range listed is just one component of PatientPoint's total compensation package for employees. For additional details on our total benefits package, please review the section "About PatientPoint" at the end of this job description.