Senior Customer Success Manager
Senior Customer Success Manager
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1 Vacancy
Job Description
Position Summary:
The Sr. Customer Success Manager is tasked with leading proactive customer engagements for the top segment of customers delivering exceptional customer lifetime value and positive outcomes in customer health growth and advocacy within their territory. This role covers expanded geographic regions and requires the Sr. CSM to act as a trusted advisor with both site level and IDN level contacts developing deep relationships through demonstrated domain expertise high quality customer interactions onsite visits annual business reviews and strategic IDN growth plans. Their knowledge of the companys applications resources and tools combined with their expertise in clinical and business domains enables them to surpass key performance metrics in customer health and territory growth.
The Sr. Customer Success Manager is responsible for nurturing expanded customer partnership opportunities supporting customer orders (nonsubscription) and delivering ontime renewals. The ideal candidate will be highly motivated with exceptional communication and executive presence demonstrated consultative approach collaborative strategic practical creative and innovative. Strong problemsolving skills adaptability and the ability to tackle complex challenges are a must.
Primary Responsabilities:
- Become the strategic partner for your assigned clients addressing their goals and recommending proven best practices that maximize their desired outcomes.
- Regularly review and provide customer health data to identify trends and opportunities and actively address and avoid risks.
- Provide internal expertise regarding ideal customer workflows and industry trends.
- Establish and conduct proactive site and IDN level touchpoints to optimize results and guide standardization conversations.
- As the account quarterback establish and supervise the customers adoption sustainment and optimal utilization of Censiss products and services to continually drive incremental the customer to the appropriate internal Censis resources available.
- Act collaboratively with regional selling team to harness and expand success at the IDN level and territory level.
- Schedule proactive inperson visits with customers to foster relationships with key personas and expand awareness of customers unique environments.
- Create and conduct annual Business Reviews with customer leadership teams to drive impactful partnership discussions align on their vision for continuous improvement understand key business challenges and deliver value messaging.
- Execute contract renewal management workflows working with our internal teams and external customers to ensure timely renewals.
- Build and maintain clinical and technical knowledge expertise. Act as a subject matter expert both internally and externally about the workflow solutions and benefits of the Censis application.
- Actively support funnel growth by generating qualified CS leads based on customer evidence.
- Actively update required CRM systems and follow crossfunctional standard workflows.
- Be a client advocate while keeping Censis values and initiatives in mind.
Requirements/ Qualifications
- 3 years or relevant experience with ITS solution in Sterile Processing Educator or Leadership roles ideally with Censitrac superuser experience.
- Bachelors degree orequivalent work experience required.
- CCSVP or higher certification or able to attain in the first 6 months in role.
- Excellent working knowledge of ITS solutions benefits and clinical use cases.
- Demonstrated examples supported by data back evidence delivering improved SPD outcomes in areas of key performance such as Productivity Throughput Quality or another relevant example.
- Experience with interacting and leveraging stakeholders in the sterilization hospital hygiene or operating room fields.
- Ability to diagnose complex issues comprehend the full breadth of services blend them into practical solutions that meet our clients needs and articulate them across multiple disciplines
- Excellent organizational skills a high degree of adaptability and the ability to anticipate and respond to changing priorities.
- Excellent communication skills (oral and written) and the ability to use them at several organizational levels. Solid presentation communications and influencing skills demonstrated through all forms of communication.
- Strong analytical commercial and digital literacy such as Excel Sharepoint Oracle and CRM tools
- Available to travel approximately 30% of the time
Required Experience:
Manager
Employment Type
Full-Time
