Digital Project & Customer Success Leader EAGM

Job Description Summary

The Digital Project & Customer Success Leader (EAGM) serves a dual role as both Lead Service Specialist (LSS) and Customer Success Manager (CSM), driving the successful delivery and sustained value of digital imaging solutions across healthcare institutions.

As an LSS, the manager leads the planning, execution, and integration of imaging software, cloud platforms, AI tools, and PACS/RIS systems, ensuring alignment with clinical workflows and operational goals.

In the CSM capacity, the role focuses on post-sales success—ensuring customer satisfaction, solution adoption, and long-term engagement through onboarding, training, support, renewals, and strategic growth initiatives. The manager builds and nurtures relationships with Key Opinion Leaders (KOLs) and other strategic stakeholders to promote solution advocacy and clinical impact. This hybrid position is pivotal in enabling digital transformation while fostering strong, outcome-driven relationships with healthcare providers.

Job Description

Roles and Responsibilities

• Project Leadership & Delivery
  
  

Lead end-to-end project management for Imaging Digital Solution (IDS) implementations, upgrades, and integrations, ensuring on-time, on-budget, and high-quality delivery.

Coordinate deployment of IDS including DoseWatch, Dose Analytics, and Imaging 360.

• Stakeholder Engagement
  
  

Serve as the primary point of contact for customers, clinical teams, IT departments, and vendors throughout the project lifecycle.

Build trusted relationships with key stakeholders to ensure alignment and satisfaction.

• Customer Success & Growth
  
  

Drive customer onboarding and enablement to ensure successful adoption of digital solutions.

Maintain strong relationships with Key Opinion Leaders (KOLs) to promote solution advocacy and clinical impact.

Monitor customer health metrics and proactively address issues to ensure satisfaction and retention.

Identify and execute upselling and cross-selling opportunities in collaboration with sales teams.

Manage renewals and support expansion strategies to grow account value and customer lifetime.

Advocate for customer needs internally and ensure feedback is incorporated into product and service improvements.

• Risk & Issue Management
  
  

Identify project risks and issues early, develop mitigation strategies, and escalate when necessary.

• Documentation & Reporting
  
  

Maintain detailed project documentation, timelines, and status reports. Provide regular updates to leadership and stakeholders.

• Compliance & Quality
  
  

Ensure all projects comply with healthcare regulations in the region, cybersecurity standards, and internal quality processes.

• Continuous Improvement
  
  

Capture lessons learned and contribute to the development of best practices and process improvements.

Analyse customer feedback and usage data to improve service delivery and customer experience.

Required Qualifications

• Bachelor’s degree in engineering, Healthcare IT, Computer Science, Radiologic Technologist, or related field (Master’s preferred).
• 5+ years of experience in project management, preferably in healthcare imaging or digital health.
• Experience in customer success, account management, or post-sales support in a healthcare or SaaS environment.
• Strong understanding of imaging modalities (CT, MR, X-ray), PACS/RIS, HL7/DICOM standards, and cloud-based solutions.
• PMP, PRINCE2, or Agile certification is a plus.
• Excellent communication, leadership, and organizational skills.
• Ability to manage multiple projects in a fast-paced, customer-facing environment.
• Arabic and English Speaking & Writing.
  
  

Desired Characteristics

• Strong oral and written communication skills.
• Strong Presentation Skills
• Demonstrated ability to analyze and resolve problems.
• Ability to document, plan, market, and execute programs.
• Established project management and customer success skills.
• Familiarity with AI/ML applications in radiology.
• Knowledge of cybersecurity and data privacy in healthcare.
• Experience with CRM tools and customer success platforms
  
  

Note: To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

Additional Information

Relocation Assistance Provided: Yes