Customer Success Manager, MedTech

PTC

16d

About The Position

You will be working with high visibility accounts in the Life Sciences industry Establish and maintain the partnership operating framework, ensuring stakeholder engagement to drive effective adoption, expansion and renewal. Contribute as an integral member of the account team(s); properly identifying and reacting to new threats/opportunities, maintaining proactive engagement, and providing account management support. Effectively manage critical adoption programs for key accounts as designated by the Customer Success and Sales Regional Directors. Ensure a rapid and successful adoption of any acquired solutions and ensure that customers realize value from these solutions. Experience working with accounts in the Life Sciences industry Domain experience with CAD, PLM or ALM software plus the ability to understand how these solutions are implemented Well-developed oral and written communication skills with a proven ability to listen and tailor messages for multiple audiences from executive decision-makers to staff at all levels. Broad understanding of business functions and priorities, with the ability to translate technical and operational issues into business terms and value propositions, ensuring executive support for long-term improvements Basic practical understanding of project management and ability to multi-task while coordinating activities from multiple functions in a matrix environment. Integrity & Trust: You have an established record of trust and are seen as a direct, thoughtful individual unafraid to present the unvarnished truth in an appropriate and helpful manner. You keep confidences, admit your mistakes and never misrepresent yourself or the company for personal gain. Composure: You thrive in ambiguous environments, stay cool under pressure and do not become defensive or irritated and are the one who can be counted on to hold things together during tough times. Organizational Agility: You are knowledgeable about how organizations work and know how to get things done both through formal channels and the informal network. You are an expert at understanding the culture of organizations and how to navigate them while building and maintaining consistent key policies, practices and procedures to provide a consistent high level client experience.

Requirements

• Experience working with accounts in the Life Sciences industry
• Domain experience with CAD, PLM or ALM software plus the ability to understand how these solutions are implemented
• Well-developed oral and written communication skills with a proven ability to listen and tailor messages for multiple audiences from executive decision-makers to staff at all levels.
• Broad understanding of business functions and priorities
• Basic practical understanding of project management and ability to multi-task
• Integrity & Trust
• Composure
• Organizational Agility
• 8+ years of Customer Success, Project Management, Program Management or relevant industry experience
• Bachelor's Degree or equivalent experience
• Ability to travel ~25% of time

Responsibilities

• Establish and maintain the partnership operating framework, ensuring stakeholder engagement to drive effective adoption, expansion and renewal.
• Contribute as an integral member of the account team(s); properly identifying and reacting to new threats/opportunities, maintaining proactive engagement, and providing account management support.
• Effectively manage critical adoption programs for key accounts as designated by the Customer Success and Sales Regional Directors.
• Ensure a rapid and successful adoption of any acquired solutions and ensure that customers realize value from these solutions.
• Translate technical and operational issues into business terms and value propositions, ensuring executive support for long-term improvements
• Coordinate activities from multiple functions in a matrix environment.
• Build and maintain consistent key policies, practices and procedures to provide a consistent high level client experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level