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Strategic Customer Success Manager
Posted 1 day agoViewed
💎 Seniority level: Manager, 5+ years
🔍 Industry: Medical Device
🗣️ Languages: English
⏳ Experience: 5+ years
Requirements:
- 5+ years of proven success in a strategic account management, customer success, or sales role, preferably within a technology organization.
- Familiarity with CRM systems and spreadsheets; experience with quality management systems, or medical device-related technologies is preferred.
- Outstanding communication skills, including the ability to craft and deliver engaging presentations, written reports, and verbal updates to diverse audiences.
- Strong problem-solving, organizational, and multitasking abilities.
- Fanatical commitment to customer service, data security, and business quality.
- Ability to thrive in a fast-paced, dynamic environment with rapidly shifting priorities.
- Demonstrated ability to lead and collaborate cross-functionally, navigating organizational complexity to drive outcomes.
- Expertise in negotiating and closing complex deals at the executive level.
- Willingness to travel up to 25% to meet customer engagement and business objectives.
Responsibilities:
- Develops and maintains in-depth knowledge of customers' organizational landscapes to identify opportunities for value expansion.
- Builds and nurtures trusted relationships with C-suite executives and key stakeholders.
- Creates and executes strategic plans to deliver measurable value, ensuring customer success and achieving renewal and expansion targets.
- Conducts regular business reviews to assess customer satisfaction, prioritize requests, and provide proactive updates on value delivered, progress, and escalations.
- Anticipates and communicates with at-risk customers, implementing action plans to address potential challenges.
- Acts as a central point of contact for customer escalations, collaborating with cross-functional teams to resolve issues effectively.
- Works with internal SMEs, including Accounting, Sales, and Product teams, to fulfill customer needs and support account growth.
- Facilitates alignment between customer requests and product development roadmaps.
- Provides results-oriented follow-ups and proactive updates on customer issues, escalations, and outcomes.
- Tracks and communicates account health metrics and customer progress toward strategic goals.
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