Customer Success Program Manager
il y a 4 semaines
Primary Function of Position:
The Customer Success Program Manage is responsible for guiding customers toward long-term operational success by increasing efficiencies through onboarding, educating on best practices. S/He will help customers become self-sufficient by using Intuitive’ s digital tools and resources. In addition to these significant customer-facing activities, the Customer Success Program Manager plays an active role in internal customer advocacy, driving transparency with cross-functional teams, connecting internal and external touchpoints and monitoring outcomes to ensure long-term success for our customers.
Roles and Responsibilities:
- Manage the successful onboarding process for selected Intuitive customers by ensuring they are leveraging all services and resources effectively throughout the customer lifecycle.
- Become an expert of the Intuitive Ecosystem offerings and services so as to provide relevant solutions to fit the different Hospital stakeholders’ unmet needs.
- Ensure cross-functional collaboration for proactive support of the Tier 1 Accounts through interactions with the Leadership Team, Sales, Marketing, Contract & Tenders Department, Finance, Field Services Engineers, SRS, Genesis, etc…
- Monitor outcomes to ensure long-term success for our customers and prevent potential bottlenecks impacting the overall hospitals’ performance.
- Serves as an advocate, championing customer needs and collaborating with internal teams to ensure resolution of challenges.
- Support customers to reach key milestones and business outcomes by monitoring program utilization to identifying risks and improvement opportunities.
- Utilize Customer Success business systems to track, maintain and schedule all customer interactions, to ensure all customer milestones are being met, and provide visibility to Sales and Shared Services
- Monitor customer Health dashboard, and coordinate actions with key stakeholders.
- Coordinate the activities with internal teams, including sales, Marketing, Contract & Tender, training, SRS, Genesis, Account Receivable, field service and digital services. Identify areas of improvements and potential bottlenecks.
- Help to identify process improvements that enhance operational efficiencies at customer site. Ensure constant alignment with customer by conducting regular touchpoints and quarterly/strategic business reviews.
- Internal support lead for customer and Intuitive resources for new product launches and robotic program implementation.
- Educate Intuitive Sales and shared services teams on available resources and best practices.
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