**Job Description** **IT Project Manager I (Customer Success Manager I) - Digital and Technology Partners - Hybrid** This hybrid role requires the ability to work at various Mount Sinai Health System locations, including our primary office which is located at 150 E 42nd Street, New York, NY 10017 We are seeking a proactive and empathetic **Customer Success Manager I** to join our all-star team at the forefront of transforming the digital health experience. In this role, you will support the successful adoption and ongoing use of our digital health tools by patients and healthcare providers. In this role, you’ll collaborate closely with cross-functional teams to deliver exceptional user experiences, resolve challenges, and drive engagement across a range of healthcare settings. The ideal candidate brings a strong foundation in healthcare operations, excellent communication and problem-solving skills, and a passion for improving care through technology. **Qualifications** + Bachelor degree in Computer Science or a related discipline; preferred degree in healthcare administration, business, IT, public health, or a related field. + 5+ years of related experience as a project team member of which at least 3 years have been in a leadership position, or an equivalent combination of education and work experience. **Other strongly preferred:** + Experience in customer support, account coordination, or patient/provider engagement in healthcare settings, such as hospitals, clinics, digital health platforms, or health insurance companies. + Experience managing inbound and outbound communications with patients, providers, or healthcare partners. + Prior exposure to handling customer inquiries, troubleshooting service issues, and resolving escalations efficiently. + Experience supporting healthcare technology products, including onboarding, training, and ongoing user assistance. + Exposure to working cross-functionally with internal teams (product, operations, marketing) to improve service delivery and customer experience. + Familiarity with EHR platforms like Epic, Cerner, or Athenahealth for patient data access and troubleshooting. + Understanding of federal and state regulations regarding patient data privacy and security. + Experience with telehealth platforms, patient portals, remote monitoring tools, or mobile health apps. + Understanding of common healthcare processes, including scheduling, referrals, and care coordination. **Key Competencies** + Customer support & relationship management + Communication & interpersonal skills + Training & onboarding + Problem-solving skills + Cross-functional collaboration + Time management & multitasking + Adaptability & learning agility **Desired Qualities** + Interpersonal and communication: Ability to communicate complex healthcare and technical information in a clear, friendly manner. + Customer relationship management: Experience using CRM platforms to track and manage customer interactions. + Technical troubleshooting: Basic troubleshooting of software, mobile applications, or digital healthcare tools used by patients and providers. + Problem-solving: Analytical skills to identify issues, provide solutions, and escalate technical challenges when necessary. + Adaptability and learning agility: Comfort working with evolving healthcare technologies and adapting to changing processes and uncertainty. + Empathy and patience: Ability to work with patients, caregivers, and providers who may be dealing with sensitive health-related concerns. + Process improvement: Identifying inefficiencies in workflows and suggesting improvements for a better customer experience. + Multitasking and time-management: Managing multiple customers and cases simultaneously while maintaining high customer service. Non-Bargaining Unit, M5L - HSO Digital Experience - MSH, Mount Sinai Hospital **Responsibilities** + Support the Customer Success team in managing patient and provider adoption of digital health tools, leveraging strong interpersonal and communication skills to explain technical information clearly. + Assist with onboarding and training sessions for new healthcare providers and organizations. + Monitor customer engagement, gather feedback, and report usage trends to the success team, using CRM platforms to track interactions and inform improvements. + Handle routine customer inquiries, ensuring timely responses and escalations as needed, while applying empathy, patience, and a deep understanding of healthcare processes like scheduling and care coordination. + Contribute to the development of educational materials, FAQs, and best practice guides, simplifying complex information for users and incorporating common troubleshooting needs for digital tools and mobile health apps. + Collaborate cross-functionally with internal teams (product, operations, marketing) to improve customer experience and satisfaction by identifying workflow inefficiencies and recommending process improvements. + Provide basic technical troubleshooting for software and mobile applications used by patients and providers, escalating complex issues appropriately. + Manage multiple customers and support cases simultaneously with strong time-management and problem-solving skills, adapting quickly to changing technologies and customer needs. **About Us** **Strength through Unity and Inclusion** The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai’s unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual. At Mount Sinai, our leaders are committed to fostering a workplace where all employees feel valued, respected, and empowered to grow. We strive to create an environment where collaboration, fairness, and continuous learning drive positive change, improving the well-being of our staff, patients, and organization. Our leaders are expected to challenge outdated practices, promote a culture of respect, and work toward meaningful improvements that enhance patient care and workplace experiences. We are dedicated to building a supportive and welcoming environment where everyone has the opportunity to thrive and advance professionally. Explore this opportunity and be part of the next chapter in our history. **About the Mount Sinai Health System:** Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 48,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes more than 9,000 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics, top 5 in Cardiology/Heart Surgery, and top 20 in Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children's Hospital among the country’s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 11 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek’s “The World’s Best Smart Hospitals” ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally. **Equal Opportunity Employer** The Mount Sinai Health System is an equal opportunity employer, complying with all applicable federal civil rights laws. We do not discriminate, exclude, or treat individuals differently based on race, color, national origin, age, religion, disability, sex, sexual orientation, gender, veteran status, or any other characteristic protected by law. We are deeply committed to fostering an environment where all faculty, staff, students, trainees, patients, visitors, and the communities we serve feel respected and supported. Our goal is to create a healthcare and learning institution that actively works to remove barriers, address challenges, and promote fairness in all aspects of our organization. **Compensation Statement** Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $113360 - $135506.75 Annually. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.