Customer Success Manager

Customer Success Manager

As part of the Medtronic Acute Care and Monitoring (ACM) business, the Customer Success Manager (CSM), supports the Health Cast™ intelligent patient manager portfolio as part of the Health Cast™ Services team. The CSM provides clinical leadership, planning and oversight during the sales process and after the product has been deployed into the hospital. The focus of the role is working with clinicians to facilitate product implementation with best practices that include leading clinical workflow discussions, leading clinical education, and providing ongoing clinical support.

The CSM is responsible for promoting and supporting customer adoption, utilization and retention. The CSM is the key partner helping our valued customers achieve their strategic objectives and derive maximum value from their investment. Additionally, the CSM serves as the liaison between the customer and the ACM business ecosystem, streamlining internal partnerships with Sales, Product Management, Engineering, Services, Education, and others.

Responsibilities

• Orchestrate overall relationship with assigned clients, which will include, but is not limited to, driving adoption of the Health Cast™ Services portfolio, facilitating retention, and enabling product and services renewals.

• In cooperation with the account team, you will define key success criteria for deployment, education, and customer satisfaction. Working with the customer to facilitate a smooth and successful implementation at go-lives and proactively engaging with clinicians after the implementation are essential parts of the role, with the goal of helping to ensure customer satisfaction and driving continued clinical adoption of the technology.

• You will craft training plans and work with your assigned customers to educate end user teams on clinical workflows, Medtronic products, as well as implementation Best Practices.

• As part of all assigned customer engagements, you will measure, monitor and communicate customer achievement of critical and key performance indicators, reporting both internally to the sales team and externally to customer sponsors and executives. You will establish a regular cadence (at least biannually) with each assigned client, to review executive dashboards, program status, and clinical outcomes while continuing to assess their ongoing and evolving needs.

• The role requires you to cement yourself as a trusted/strategic advisor to your assigned customers and to demonstrate and promote the continued value of our products and services. You will work cross-functionally with the sales team (Account Executive, Health Cast™ portfolio Zone Director, Sales Engineer) to find expansion opportunities for product offerings. Throughout your engagement with your assigned customers, you will actively work to identify and/or develop upsell and cross-sell sales and services opportunities.

• Overall, you will act as the voice of customer to advocate for solutions to meet their needs and address issues. This may include working with Medtronic ACM Technical Support, Product Management, Marketing, R & D, or other departments to cross-functionally and program-manage concerns.

• As the voice of your assigned customers, you will act as the liaison for technical inquiries, issue mitigation and resolution escalations.

Requirements

• Registered Nurse or Respiratory Therapist.

5+ years in a related function with direct customer advocacy and engagement experience in post-sales or services functions with healthcare experience

• Since this role is essential to the ACM customer success initiative, you will have experience growing customer satisfaction, adoption, and retention.

• Strong public speaking and excellent presentation skills.

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