The Customer Success Manager is responsible for proactive engagement with customers to help them achieve desired outcomes for purchased products and solutions. This is accomplished by partnering with the customer to understand their business needs, developing a plan for success, and recommending future product investments that meet the clinical needs of the customer. This role focuses on customer satisfaction, product adoption, and ultimately increasing the lifetime customer value by working cross-functionally within the organization to resolve customer satisfaction related issues and strategically deliver a consistently meaningful experience.

Key Areas of Responsibility:

• Engage with assigned customers to develop an account strategy that drives customer satisfaction for purchased products, ensure full utilization, and identify potential new products that can meet the needs of the customer.
• Expertly facilitate the coordination of internal resources to resolve complex problems for assigned customers.
• Document success stories and use cases that can be used for case studies, blog posts, and other marketing objectives.
• Ensure customers provide feedback through NPS and other surveys regarding their overall satisfaction with the product and their relationship with Sun Nuclear.
• Perform periodic "success reviews" for customers; present findings/recommendations to customer key stakeholders.
• Document all customer interactions and maintain an active work list of their strategic objectives; track high-value customer deployments, utilization, net promoter/satisfaction scores, and other key customer data within Salesforce.
• Assist with relevant value-add communication to customers including announcements (e.g., upcoming features & products, available upgrades), events such as User Conferences, Webinars, etc.
• Communicate "voice of the customer" feedback to upper management and help drive strategic initiatives and program improvement.
• Provide regular updates to the leadership team on account trends and recommended process improvements.
  
  

Knowledge, Skills and Abilities:

• Bachelor's degree in science/technology/clinical/business related discipline preferred.
• Experience working in healthcare, for a healthcare technology company, or supporting healthcare customers required. Preference given for experience in the area of radiation oncology/medical physics.
• Preference given for 5+ years of relevant experience in software services, enterprise software, customer success, and/or critical account management.
• Self-starter with a proven track record of implementing clinical solutions at the executive and department levels.
• Expert ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of said product, and identification of technical escalation points.
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
• Excellent organizational skills including the ability to prioritize and multi-task activities across many customers at once.
• Demonstrated ability to establish relationships and engage in conversations that influence higher usage and customer satisfaction.
• Outstanding cross-functional collaboration skills to bring key functional teams together in order to solve customer needs and requirements.
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.