Customer Success Program Manager

Primary Function of Position:

The Customer Success Program Manage is responsible for guiding customers toward long-term operational success by increasing efficiencies through onboarding, educating on best practices. S/He will help customers become self-sufficient by using Intuitive’ s digital tools and resources. In addition to these significant customer-facing activities, the Customer Success Program Manager plays an active role in internal customer advocacy, driving transparency with cross-functional teams, connecting internal and external touchpoints and monitoring outcomes to ensure long-term success for our customers.

Roles and Responsibilities:

• 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 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 improvements and potential bottlenecks.
• Help to identify process improvements that enhance operational efficiencies at customer site. Ensure constant alignment with customer by conducting regular touchpoints and quarterly/strategic business reviews
• Internal support lead for customer 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

Required Knowledge, Skills, and Experience:

• Bachelor’s degree or relevant work experience is required
• 5-10 yrs. of experience in account management, sales, marketing or a similar Customer Success role, preferably in the medical device or healthcare industry.
• Natural ability to build strong relationships, maintain a positive attitude and has the ability to think strategically
• 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. Comfort working with both internal and external customers
• 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.
• Fluency in French, Dutch and English, any other European language an asset.
• Occasional travels may be required