Senior Manager, Customer Success
Fortive
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Lead the customer service team to ensure exceptional support for dosimetry customers.
- Recruit, train, and develop customer service representatives.
- Set performance metrics and conduct regular evaluations.
- Foster a positive team environment and encourage professional growth.
- Oversee daily operations of the customer service team.
- Ensure timely and effective resolution of customer inquiries and complaints.
- Monitor and manage customer feedback and satisfaction levels.
- Serve as the primary point of contact for escalated customer issues.
- Build and maintain relationships with key clients and stakeholders.
- Collaborate with sales, product, marketing and cross-functional teams to align customer feedback with product development and strategies.
- Support design and implementation of growth strategies and annual initiatives.
- Drive adoption of the online platform (MyLDR).
- Identify areas for process enhancement and develop/implement standard operating procedures for customer interactions.
- Analyze customer service metrics and provide reports to senior management.
- Ensure adherence to industry regulations and company policies.
Requirements
- Bachelor’s degree in Business Administration, Healthcare Management, or related field.
- 3+ years of experience in customer service management, preferably in the medical device or healthcare sector.
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Proficiency in CRM software and customer service tools.
- Analytical skills to assess performance metrics and identify trends.
- Understanding of medical device regulations and compliance (e.g., FDA, ISO).
- Familiarity with radiation safety equipment and SaaS solutions.