Customer Lifetime Success Manager; IGT META

Overview

Customer Lifetime Success Manager (IGT) META is responsible for identifying complex up-sell and cross-sell opportunities, leveraging data analysis and customer insights to drive revenue growth. The role manages the entire small expansion sales process, coordinating with Customer Delivery and key stakeholders. The role builds strong relationships with internal and external partners, acting as a trusted advisor to customers on strategic up-sell and cross-sell opportunities.

The role collaborates with marketing and product teams, leading customer feedback analysis, maintaining detailed records, and monitoring industry trends.

• Be the knowledge expert on the Customer Lifetime Value (CLV) Program portfolio and products, driving overall business by providing clinical and technical product (modality) expertise on the Enterprise-wide product / modality across the accounts.

• Drive business opportunities along the customer life cycle, and build strong customer installed base segmentation and customer life cycle management plans together with the regional CLV leader (Growth, Strategy co-creation, and Commercial Execution of CLV Business).

• Drive life cycle business across Equipment and Service on an enterprise-wide level (all modalities / businesses) and work directly with customers promoting Options, add-ons & upgrades to convert opportunities to sales for growing CLV revenue.

• Build a network of key contacts (Sponsor & Power Sponsor – Decision Maker) and relationships within accounts to convert opportunities to sales supporting the customer buying journey.

• Collaborate with internal teams (Account Managers, Inside Sales, IB Manager, CLV Lead, Sales, Marketing & Sales Back Office teams such as KAM, AM, CAS, FSE, CSAM and Indirect Channel managers, Distributor/Channel Partner teams, GBSe) to manage opportunities and win deals.

• Support Account Managers in driving overall business and product deal support by providing clinical and technical product (modality) expertise on the product / modality across the accounts.

• Register and report sales activities within the provided sales tools (SFDC) and according to defined reporting requirements. Communicate and update all customer facing team members who contact the same IB Account.

• Create proactive touchpoints to customers, utilizing multiple channels such as social media, e-commerce and virtual meetings. Contact customers via telephone and/or email to widen opportunities and respond timely to converting leads to order by developing opportunities.

• Research accounts to understand customer pains, use data analytics (internal and external), identify key players and generate interest, as well as investigate and resolve customer queries/requests.

• Manage portfolio by setting objectives for each call to maximize territory business plans. Support Account Managers and District Managers in achieving business goals including balanced selling and BG/BIU AOP attainment and validating product forecasts.

• Develop and manage a healthy and predictable sales funnel in SFDC that meets or exceeds AOP / Forecast Targets and forecast accuracy expectations.

You are a part of the Commercial Services Team and report directly into the Service Business Leader META.

• Bachelor’s degree in the technical or medical field

• At least 7 years of related experience in business/sales/marketing in the healthcare sector with exposure to IGT/DXR/CT clinical sales/marketing

• Experience in a multinational organization with cross-functional teams

• Medical/clinical background is a must

• Regional experience in the Middle East, Turkey and Africa Region is a plus

• Structured and logical thinking

• Customer Life Time Value awareness

• IT savvy and quick to learn

• Willing to travel extensively within the region

• Excellent communication skills in English

• KPI Monitoring and Reporting

• Data Analysis & Interpretation

• Customer Response Management

• Strategy Development

• Stakeholder Management

• Continuous Improvement

• Service Operations

• Customer Relationship Management (CRM) Software

• Market Research & Analysis

• Sales Acumen

• Communication Tools

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