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Customer Success Executive

Posted 2024-10-12

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💎 Seniority level: Executive, 7+ years

📍 Location: United States of America

🔍 Industry: Medical technology

🏢 Company: EXTERNAL_CAREER_SITE_USA

⏳ Experience: 7+ years

🪄 Skills: LeadershipProject ManagementProduct ManagementProject CoordinationCross-functional Team LeadershipCommunication SkillsAnalytical SkillsCollaborationProblem SolvingNegotiation

Requirements:
  • Minimum bachelor’s degree required in Business Management, Marketing, or a similar focus.
  • Clinical laboratory experience is desired (e.g., Medical Technologist, Lab Manager).
  • 7+ years of experience in Customer Success or a related area within a large-scale business.
  • Ability to work cross-functionally in a heavily matrixed environment.
  • Demonstrated skills in persuasion, negotiation, and consensus-building.
  • Empathy for customers with a strong desire for revenue growth.
  • Analytical and process-oriented mindset, alongside excellent communication skills.
  • Capable of operating effectively in ambiguous situations.
  • Relationship-building skills with key collaborators.
  • Willingness to travel over 50%.
Responsibilities:
  • Establish, maintain, and enhance customer experience while supporting strategic goals through BD products and services.
  • Create and drive a culture of Customer Success within the US Region.
  • Align with internal teams for cross-functional collaboration.
  • Manage customer relationships through their lifecycle, from contract signature onward.
  • Establish a trusted advisor relationship with assigned customers.
  • Handle escalations and optimize customer journey touchpoints.
  • Work with Healthcare Consultants, Application Specialists, and Marketing to identify improvement opportunities.
  • Align BD's strategies with customer long-term goals.
  • Advocate for customer needs and drive new business growth through customer advocacy.
  • Define operational metrics for customer success and track performance.
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