Customer Lifetime Success Manager; IGT META

Overview

Customer Lifetime Success Manager (IGT) META is responsible for leading the identification of complex up-sell and cross-sell opportunities, leveraging advanced data analysis and customer insights to drive significant 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.

• Being 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.

• Driving 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).

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

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

• Team up and support internal network working closely with Account Managers, Inside Sales Team, IB Manager, CLV Lead, Sales, Marketing & Sales Back Office teams (e.g., KAM, AM, CAS, FSE, CSAM and Indirect Channel managers, Distributor/Channel Partner teams, GBSe) to manage opportunities and win deals.

• Supporting 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.

• Registration and reporting of sales activities within the provided sales tools (SFDC) and according to the defined reporting requirements. Communicating and updating all customer facing team members who contact the same IB Account.

• Creating proactive touch points to customers, utilizing multiple channels such as social media, e-commerce and virtual meetings. Contacting customers via telephone and/or email to convert leads to orders by developing opportunities.

• Researching accounts to understand customer pains, use data analytics internal and external, identify key players and generate interest, as well as investigation & resolve customer queries/requests.

• Managing portfolio by setting objectives for each call to maximize territory business plans. Supporting the Account Managers and District Managers in achievement of business goals including balanced selling and BG/BIU AOP attainment and validating product forecasts.

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

You are a part of 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 the business/sales/marketing field on the healthcare business with experience/exposure in IGT/DXR/CT clinical sales/marketing

• Experience in multinational organization with cross functional teams

• Medical/clinical background is a must

• Regional experience in Middle East, Turkey and Africa Region is an added value

• 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

• Fluency in Arabic is preferred but not a must

• KPI Monitoring and Reporting

• Data Analysis & Interpretation

• Customer Response Management

• Strategy Development

• Stakeholder Management

• Continuous Improvement

• Service Operations

• Customer Relationship…