Customer Solutions Manager
Integrated Medical Systems, Inc.
Summary
We distribute medical supplies and equipment to healthcare providers. For our buyers, working with us involves dozens of touchpoints—from GPO contract pricing and quotes to deliveries, invoices, and rebates.
Job description
We are building our Customer Success function from scratch.
We need someone who looks at these touchpoints like a product designer: focusing on what the buyer is trying to achieve, finding where the process is harder than it should be, and redesigning it to be effortless. You will decode customer behavior, leverage data, and turn friction into stronger accounts and actionable insights for our sales team.
What Success Looks Like
- Journey & friction map: A clear picture of the journey for our key account types, with top friction points ranked and a plan to fix them.
- A live tool or analysis: At least one customer-facing tool or data model built by you, actively used by customers or sales reps.
- Proactive sales partner: Reps consult you for strategic account insights before calls, rather than looping you in after a fire starts.
- Measurable growth: Quantifiable gains in how customers adopt our technology and in the overall health of your accounts.
Responsibilities
- Own the customer experience end to end: Map how key accounts actually work with us, from first quote through delivery, billing and rebates. Find the friction and the missed opportunities, and decide what to fix first.
- Sell strategically: Run account plans and business reviews. Grow accounts by solving real problems, not by pushing products, and speak credibly with clinical, purchasing and executive contacts.
- Build tools and analysis with AI: Use AI and automation tools to build things yourself: customer dashboards, usage and purchasing analyses, proactive alerts, tailored proposals. You do not need to be an engineer, but you do need to be someone who builds rather than waits.
- Feed the sales team: Turn what you see in customer data into specific, usable insight for our sales reps: who is at risk, who is ready to buy more, what to say and when.
- Drive adoption of technology: Help customers use our ordering, tracking and reporting tools well, and help our own sales team adopt new ways of working. You will teach, demonstrate and follow up until it sticks.
- Work across the company: Partner with our customer service, pricing and contracts, billing, rebates and sales operations teams. Customer insight is only useful if it changes how we work, so you will bring it to them and help make the change happen.
Requirements
- Demonstrated experience in Customer Success, Account Management, Consulting, Product, or a comparable client-facing role
- Strong curiosity about user behavior and attention to details that drive adoption and customer satisfaction
- Ability to analyze data and translate complex metrics into clear narratives and actionable business insights
- Exceptional verbal and written communication skills with ability to present to buyers and executive leadership
- High degree of accountability and initiative; eager to identify friction points and resolve cross-functional issues
- Comfortable utilizing modern AI tools in daily workflows and learning new software fast
Benefits
- Medical, Dental & Vision
- 401(k) Matching
Company overview
Integrated Medical Systems, Inc. (IMS) is a leading national distributor specializing in the alternate site healthcare market, founded in 1994 and headquartered in Bolingbrook, Illinois. The company operates as a comprehensive medical equipment and supply provider, offering flexible rental and purchase options for infusion and respiratory equipment, along with an extensive line of disposable medical products. IMS serves infusion therapy, respiratory care, enteral feeding, cleanroom applications, and oncology programs through its network of 11 full-service distribution and biomedical service centers across the United States. The company's product portfolio includes medical disposables from leading manufacturers, specialized oncology and chemotherapy products, personal protection equipment, and USP cleanroom supplies. IMS also provides biomedical services including equipment repair, preventive maintenance, certification, and on-site technical support. With a focus on innovation and customer satisfaction, the company has developed proprietary technology solutions like iQuest™ asset management software and PayNOW payment systems. Serving healthcare providers across all 50 states, IMS has established itself as a trusted partner in the alternate site care industry, supporting home infusion services, compounding pharmacies, and specialized medical facilities with reliable equipment and supply chain solutions.