Senior Customer Success Specialist

 •  ResMed Halifax, NS

5 - 7 years experience  •  Business Services

Salary depends on experience
Posted on 11/28/17
Halifax, NS
5 - 7 years experience
Business Services
Salary depends on experience
Posted on 11/28/17

Responsibilities:

  • Own the post-sales relationship with specified customers. Responsible for increasing the depth and breadth of that relationship throughout the customer organization
  • Proactively analyze and understand customer’s data, trends and behaviors, identifying possible red flags and successes
  • Designs and implements systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement
  • Works to grow the client relationship by establishing themselves as a Key Trusted Business Advisor; identifies new workflows, efficiencies, risk mitigations and solutions. Gains approval from appropriate decision-makers within Customer organization
  • Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship
  • Engage with your customers via web conferencing on a scheduled cadence to discuss goals, share business and progress insights, efficiencies, and roadblocks
  • Seeks sufficient customer business intelligence and insight to develop innovative business plans that actively drive long-term solution uptake and volume increases
  • Collaborates with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty
  • Acts as the Voice of the Customer within ResMed
  • Coordinates appropriate internal resources to resolve high priority customer-impacting incidents
  • Implement success plans with key accounts to ensure specific milestones are met
  • Develop strong understanding of our software solutions
  • Partners with Solutions Delivery Leaders, Product Owners, and Sales to build and leverage industry knowledge repository of insights, trends and best practices
  • Commits to defining and demonstrating themselves as an Ambassador and Thought Leader of Customer Success excellence both within ResMed and within the larger Industry
  • Mentors other Customer Success team members
  • Travel requirement up to 20%

Let’s talk qualifications and experience:
You will be a dynamic high performer who thinks outside the box and possess the mental agility to make an impact within your role quickly. You will be able to demonstrate grit, initiative, have the ability to learn fast and to work effectively within the team environment. You will have solid business acumen and be able to easily manage the detail, as well as drive a “big picture” perspective. You will have the ability to work autonomously, flexibly and focus on delivering results to ensure success in the role.
Requirements:

  • University degree or College diploma in a relevant discipline or equivalent experience
  • Minimum 5-8 years of account management or success management experience in a technology environment , med-tech environment preferred
  • Minimum 5 years’ experience managing or contributing to a customer success model
  • Proven success in growing existing accounts and relationships, providing quantifiable new value within the customer lifecycle
  • Demonstrated success developing customer-centric business cases that result in actionable change
  • Strong and polished professional communication skills (phone, email, in-person)
  • Ability to plan, prioritize and effectively manage tasks to achieve objectives
  • A passion for understanding and learning data, and new technology systems
  • Detail oriented with excellent analytical and problem solving skills
  • Demonstrated ability to deal with situations where information is difficult to obtain, complex or ambiguous
  • Effective presentation skills
  • Strong team player as well as an individual contributor
  • Ability to work effectively with minimal supervision
  • Excellent interpersonal skills, outgoing energetic personality
  • Proficiency with Microsoft Office applications, Adobe and web/video conferencing
  • Attend training annually or as required on protecting personal data
  • Travel required must have a valid passport.

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