Client Success Specialist

MXR Imaging•Boston, MA

1d•Onsite

About The Position

This position is primarily focused on existing customer engagement. The Client Success Specialist is responsible for satisfying customers' needs and requests, responding to their queries in a timely manner, and delivering a positive customer experience. This role is vital for ensuring customer satisfaction and loyalty, aiming to grow the business by building successful, long-term client relationships. The specialist will engage with all customer accounts in an assigned territory, managing the existing customer base, identifying upselling/cross-selling opportunities, providing post-sales support, and resolving issues. They will also be the voice of the customer, identifying and mitigating hurdles, and will be responsible for selling new X-Ray service contracts, maintaining service contract renewals, and focusing on the growth of Medical Supplies sales and Ultrasound equipment, parts, and probes within their territory. The role involves coordinating with service team members, manufacturer team members, and sales executives to advance opportunities or address customer needs, and requires preparing weekly reports on sales calls, territorial and market trends, and competitive activity.

Requirements

High School Diploma
Five years or more' sales experience and/or radiology technical equipment experience
Knowledge of the imaging industry and experience selling B2B imaging solutions; preferably selling to all sizes of healthcare facilities
Ability to work comfortably with department level & C-level customer management along with ability to communicate effectively with executive management
Excellent verbal and written English communication skills
Ability to work effectively with internal and external customers
Ability to work independently and provide timely results
Proficient with MS Office applications, including Excel, Word, PowerPoint, and CRM software
Strong organizational skills and ability to prioritize tasks
Understanding of customer performance metrics
Business acumen with problem-solving attitude

Nice To Haves

Bachelor's Degree

Responsibilities

Engage with all customer accounts in the assigned territory
Manage/Maintain the existing customer base
Identify upselling/cross selling opportunities
Provide post sales support
Resolve issues/conflicts and provide solutions to customers in a timely manner
Be the voice of the customer
Identify customer hurdles and work to mitigate them
Responsible for selling new X-Ray service contracts
Work with the Service management team to maintain Service contract renewals
Focus on maintaining and growth Medical Supplies sales within the assigned territory
Sell Ultrasound equipment, parts, and probes
Coordinate to utilize service team members, manufacturer team members and sales executive to advance opportunities or address customer needs
Prepare weekly reports on sales calls, territorial and market trends, competitive activity and special reports required by management
Implement company plans and policies in the management of the territory by maintaining compliance with corporate policies and philosophies
Maintain current account records by utilizing CRM and updating sales and contact information
Track all customer engagements in the CRM
Demonstrate and promote behaviors consistent with the Company's Vision, Mission, and Values in all interactions with customers, co-workers and suppliers
Comply with all company policies, procedures, and safety standards
Perform other duties as assigned