Customer Success Program Manager
Intuitive
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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About the role
- Manage the successful onboarding process for selected Intuitive customers by ensuring they are leveraging all services and resources effectively throughout the customer lifecycle.
- Become an expert of the Intuitive Ecosystem offerings and services so as to provide relevant solutions to fit the different Hospital stakeholders’ unmet needs.
- Ensure cross-functional collaboration for proactive support of the Tier 1 Accounts through interactions with the Leadership Team, Sales, Marketing, Contract & Tenders Department, Finance, Field Services Engineers, SRS, Genesis, etc…
- Monitor outcomes to ensure long-term success for our customers and prevent potential bottlenecks impacting on the overall hospitals’ performance.
- Serves as an advocate, championing customer needs and collaborating with internal teams to ensure resolution of challenges.
- Support customers to reach key milestones and business outcomes by monitoring program utilization to identifying risks and improvement opportunities.
- Utilize Customer Success business systems to track, maintain and schedule all customer interactions, to ensure all customer milestones are being met, and provide visibility to Sales and Shared Services.
- Monitor customer Health dashboard and coordinate actions with key stakeholders.
- Coordinate the activities with internal teams, including sales, Marketing, Contract & Tender, training, SRS, Genesis, Account Receivable, field service and digital services.
- Identify areas of improvement and potential bottlenecks.
- Help to identify process improvements that enhance operational efficiencies at customer site.
- Ensure constant alignment with customers by conducting regular touchpoints and quarterly/strategic business reviews.
- Internal support lead for customers and Intuitive resources for new product launches and robotic program implementation.
- Educate Intuitive Sales and shared services teams on available resources and best practices.
Requirements
- Bachelor’s degree or relevant work experience is required.
- 5-10 years. of experience in account management, sales, marketing or a similar Customer Success role, in the medical device or healthcare industry.
- Experience with the Da Vinci system is a must have.
- Project Management and Process Improvement skills.
- Comfortable working within a matrix environment and influence management.
- Demonstrated ability to work cross-functionally.
- Excellent oral and written communication skills and proficient in creating and delivering effective presentations.
- Natural ability to build strong relationships, maintain a positive attitude and be self-motivated.
- Excellent interpersonal skills, with sensitivity to complex organizational structures, varying cultures, and potentially conflicting goals.
- Proactive analytic skills and a passion for problem solving.
- Ability to think strategically and use good judgement.
- Ability to work independently in a dynamic in a fast-paced environment.
- Enjoys playing an active role in internal customer advocacy.
- Experience in MS Office Suite required.
- Working knowledge of SAP ERP and CRM systems, Salesforce.com and Gainsight a plus.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
account managementsalesmarketingcustomer successproject managementprocess improvementDa Vinci systemanalytical skillspresentation skillsproblem solving
Soft Skills
cross-functional collaborationrelationship buildingpositive attitudeself-motivationinterpersonal skillsstrategic thinkingjudgmentindependencecustomer advocacycommunication skills