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Position Summary
The Customer Success Nurse Consultant (CSNC) is responsible for driving post-implementation success for ICU Medical 's infusion technologies through clinical expertise, data-driven consulting, and strategic customer engagement. This role focuses on maximizing customer outcomes through proactive support, infusion data analysis, and continuous optimization of infusion practices.
The CSNC serves as a trusted clinical and analytical advisor, partnering with healthcare organizations to identify opportunities for improved medication safety, drug library compliance, workflow efficiency, and smart pump utilization. Working closely with Implementation, Professional Services, Sales, the CSNC ensures a seamless transition from implementation to long-term adoption and value realization.
As a key contributor to ICU Medical 's Executive Data Analytics Program, the CSNC is responsible for analyzing complex infusion datasets, interpreting clinical and operational trends, developing actionable recommendations, and presenting data-driven insights to executive, pharmacy, nursing, and informatics leadership. The CSNC leverages advanced analytics to demonstrate measurable outcomes, support continuous improvement initiatives, and strengthen customer partnerships.
Essential Duties & Responsibilities
Serve as the primary clinical resource for assigned customer accounts transitioning from implementation to ongoing support, providing proactive engagement, consultative guidance, and strategic post-implementation onsite Wellness Checks.
Analyze and interpret complex infusion pump data, smart pump utilization metrics, alert management logs, and drug library compliance across community hospitals and health systems.
Translate data analytics into actionable clinical recommendations to support medication safety initiatives, workflow optimization, root-cause investigations, and performance improvements.
Lead executive-level reporting and presentations for ICU Medical ’s Executive Data Analytics Program, communicating strategic insights to C-suite, pharmacy, and nursing leadership.
Partner cross-functionally with Sales, Professional Services, Implementation, and Technical Support teams to ensure smooth customer onboarding, retention, and timely issue resolution.
Maintain subject-matter expertise on ICU Medical infusion devices, software platforms, interoperability solutions, and evolving industry best practices for medication administration.
Knowledge & Skills
Advanced skills in clinical data analysis, interpretation, and translation of complex analytics into clear, executive-ready presentations.
Deep domain expertise in smart pump technology, drug library optimization, infusion workflows, and medication safety practices.
Practical understanding of healthcare informatics, EHR interoperability solutions, and performance improvement methodologies.
Strong consultative customer-engagement, relationship-building, and strategic problem-solving capabilities.
Exceptional written and verbal communication skills with proven ability to present to multidisciplinary clinical leaders and executive stakeholders.
Excellent cross-functional collaboration skills to bridge technical support, sales, and clinical implementations.
Minimum Qualifications, Education & Experience
Must be at least 18 years of age
Bachelor’s degree in Nursing (BSN), Pharmacy (PharmD/BS Pharmacy), Healthcare Informatics, or a related clinical discipline.
Minimum of 5 years acute care clinical experience, preferably in infusion therapy or related fields.
Experience in clinical consulting, interoperability, clinical informatics preferred.
Experience using Tableau is a plus.
Strong communication, presentation, and interpersonal skills.
Proficiency in Microsoft Office Suite and CRM/business automation systems.
Unrestricted RN nursing license required.
Unrestricted driver license required.
Demonstrated background in clinical data analytics, executive presentation delivery, or clinical consulting within the medical device or healthcare IT sector.
Work Environment
This is largely a sedentary role.
This job operates in a professional office environment and routinely uses standard office equipment.
Typically requires travel more than 50% of the time
