Customer Success Manager

• Applications are considered on a rolling basis
• Mississauga
• Hybrid

Job Description

Join a tech company thats making a difference in healthcare

At Sectra Canada our objective is to introduce a leading global medical IT solution to the Canadian market with the aim of establishing ourselves as the top provider of Enterprise imaging and PACS solutions in the country. Our customers operate in some of Canadas most critical functions and we are uniquely positioned to help them optimize patient-centered care. Our modular and scalable enterprise imaging solutions allow healthcare providers to grow from ology to ology while providing efficiencies and advanced technology to modernize Canadas medical imaging systems all while protecting the most sensitive information for patients and care providers.

Whats exciting about this role

At Sectra Customer Success is about long-term partnership not short-term support. Our Customer Success Managers sit at the intersection of technology people and outcomes ensuring our customers fully realize the value of their Sectra solutions over time. As a Customer Success Manager you are the trusted strategic point of continuity for our customers after go-live. You connect the dots between clinical technical and operational conversations helping customers navigate change adopt new capabilities and plan confidently for the future.

This role brings together elements of relationship management customer advocacy product understanding and coordination across Sectra teams into one accountable senior role focused on customer outcomes.

Customer Onboarding

• Support customer onboarding into Sectra products platforms support channels and ways of working
• Confirm customer understanding of system ownership escalation paths communication channels and ongoing responsibilities

Customer Partnership & Ownership

• Serve as the primary long-term point of contact for assigned customers within the scope of their existing agreement
• Build strong trusted relationships with customer stakeholders across clinical technical and leadership teams
• Act as the customers advocate within Sectra ensuring concerns feedback and priorities are clearly represented

Value Adoption & Planning

• Understand how customers are using Sectra products and services with the goal of full adoption and sustained value
• Proactively identify risks gaps or opportunities and coordinate the right Sectra resources to address them
• Keep customers informed of product updates roadmap items and changes that may impact their environment

Coordination & Communication

• Coordinate ongoing activities questions and escalations across Sectra teams within the existing agreement
• Set and manage expectations through clear structured communication around entitlements responsibilities and timelines
• Promote and guide customers toward effective use of Sectra platforms support channels and the Sectra Community

Feedback & Continuous Improvement

• Collect manage and synthesize customer feedback related to products services and overall experience
• Share insights with Product Technology and other internal teams to support continuous improvement
• Support customers when requested with navigating regulatory compliance or organizational changes that impact their use of Sectra solutions

How we make your job meaningful and rewarding

As the newest Sectra operation Sectra Canada has the best of both worlds. We embody the energy of a young startup while enjoying the stability of a well-established brand vast global experience and a product backed by 40 years of innovation. The result An agile invigorating highly supportive and fun environment that empowers our team to do their best work and make a difference in peoples lives every day.

In addition to competitive salary and performance-based incentives we offer a slew of exciting benefits and perks including:

• Education assistance for team members to continuously enhance their knowledge
• Robust health dental and vision benefits effective the month following your start date
• Monthly health spending account
• RRSP matching after 3 months
• Reimbursement of home internet expense
• Minimum 4 weeks of vacation
• Hybrid Environment (3 days in-office)