Customer Success Manager

Centella•Miami, FL

41d

About The Position

The Customer Success Manager (CSM) is a customer-facing role that drives the success of strategic customer relationships, delivering customer-centric solutions and ensuring ongoing engagement within key accounts. The CSM manages the high-value client relationships while overseeing the effective implementation and management of assets and service solutions, acting as the primary Centella point-of-contact within a key account. This role is responsible for demonstrating value through the customer life cycle and leading customer success initiatives from onboarding to long-term support within all areas of business needs. This hybrid-role combines multiple-discipline responsibilities from Portfolio Management, Relationship Management, Asset Management, Implementation Management, & Project Management. The CSM must be a trusted advisor to our key customers and internal teams, ensuring customer success by developing strategic outcomes aligning with both Centella and customers’ needs.

Requirements

Leadership, Influence, Resource Management, Sourcing, Purchasing, Negotiations, Forecasting, Planning, Logistics, & Budget skills.
Exceptional verbal and written communication skills with the ability to deliver solution-oriented communications with an emphasis on empathy.
Capability of fostering trusted relationships with key stakeholders.
Track record of conducting and effectively delivering presentations through in-person or virtual interactions.
Host regular check-ins with customers as well as customer business reviews to ensure the realization of success criteria.
Proven ability to manage multiple concurrent projects, adapting to a variety of environments, to meet strict deadlines.
Work closely with teams to ensure transparency of project inputs, outputs, issues, concerns, and roadblocks.
Thrives in fast-paced environments, maintaining composure and efficiency within dynamic environments.
Exceptional organizational skills with the ability to keep track of concurrent projects, requests, and resolutions using software programs (i.e., Microsoft OneNote, Word, etc.).
Track record of successful planning and execution.
Experience using computers and cloud software such as Microsoft Dynamics for data management.
Strong problem-solving skills with the ability to diagnose issues within customer initiatives and lead efforts toward resolutions.
Ability to identify gaps regarding contractual obligations and propose necessary improvements.
Act as Voice of the Customer, advocating internally to ensure customer needs and expectations are met.
Ability to use management tools to ensure client satisfaction, meet deliverables, communicate risks, and implement solutions, working with cross-functional teams.
Ability to travel and commute to customer sites, as needed.
Requires a clean driving record.
Ability to be self-directed with the capability of making independent decisions.
BS/BA, advanced degree preferred, in a medical field, engineering/technology, or business administration with a healthcare background.
3-5+ years working within strategic customer accounts in the healthcare industry.
Technical proficiency in understanding how medical technology is integrated and utilized within health systems.
PMP Certificate or experience with portfolio management, asset management, project management, and exceptional organizational and time-management skills.

Nice To Haves

Process improvement experience, Preferred Lean Six-Sigma Certificate (Yellow, Green, or Master/Black Belt).
Excellent verbal and written communication with an emphasis on empathy and solution-oriented responses.
Track record of successful planning and execution of Presentations, specifically Customer Business Reviews & Customer input sessions.
Proven ability to be an assertive problem-solver and proactive relationship manager who can respond quickly to customer needs and anticipate issues and resolve these in advance wherever possible.
Experience using cloud software, such as Dynamics, is preferred.

Responsibilities

Provide comprehensive customer success management for the HTS portfolio and account relationships.
Coordinate services.
Track service performance and ensure equipment services are completed in collaboration with service teams.
Manage post-sales activities, collaborating and liaising between internal and external teams.
CSAM must support activities from all internal and external stakeholders throughout the customer’s life cycle.
Responsible for developing and maintaining relationships within key accounts, facilitating communication with cross-functional Centella teams and customers.
Establish a regular cadence of engagements with key account stakeholders to systematically review and address service issues, needs, and ongoing concerns.
Oversee and manage the implementation of Healthcare Technology Equipment and Services within Health Systems in collaboration with Centella teams.
Design and maintain a customer playbook to include an onboarding guide, key customer engagement guide, key account metrics, and effective workflow processes.
Conduct Customer Business Reviews to the stakeholders of a Health System, providing a high-level overview of key performance metrics on deliverables, as well as equipment service, cost analysis, and project updates.
Demonstrating to stakeholders the ROI of Centella’s service deliverables and upkeeps.
Identify and design service solutions, resolving customer issues and optimizing workflows, between Centella and accounts having an extensive portfolio.
Documenting all customized service solutions to facilitate workflows between Centella and Customer proactively.
Participation in strategic customer input sessions to identify and drive key solutions for customer success. (i.e., operations budgeting, asset management, capital planning & procurement, KPI goal alignment, etc.)
Proactively address issues to ensure smooth workflow processes, mitigating potential risks of customer complaints and churn.
Ensure customer satisfaction to generate growth and provide sales and service departments with leads on new opportunities.
Deliver value through the creation of a customer life-cycle strategy and annual operating rhythm that incorporates maintenance, inventory, asset utilization, capital planning, and overall key performance metrics review.
Responsible for onboarding and implementing Centella Healthcare Technology Solutions (HTS) solutions within accounts.
Monitor the quality and upkeep of relevant documentation and services.
Identify potential risks during the implementation and onboarding of HTS equipment, creating and managing projects to mitigate these risks until resolution, with ongoing monitoring thereafter.
Ensure accurate inventory management, updating the system as changes occur.
Act as a liaison between customers and vendors to ensure timely repairs and accurate documentation.
Develop RACI (Responsible, Accountable, Consulted, Informed) models for program implementation.
Acquire all specific compliance, quality, and regulatory documentation for each asset, including but not limited to equipment manuals, user and service manuals, safety manuals, installation reports, and preventative maintenance and service reports.
Ensure equipment passes inspections and audits, maintaining compliance with governing organizations.
Assist the service support team in preventive maintenance scheduling, quote approvals, acquisition of PO’s, and any other service scheduling where appropriate.
Works in tandem with the HTS Onsite Manager to provide managerial support as needed by attending Client Business Reviews, Capital Planning and Environment of Care meetings, Daily Huddles, etc.
Leads the onsite technical team in the absence of the HTS Onsite Manager.