Customer Success Manager IV - Explorer Surgical at GHX

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The Customer Success Manager IV will be responsible for the development and successful execution of customer specific account plans. The CSM will own driving an increase in overall utilization of Explorer Surgical, a GHX company solutions and services with their customer. The CSM is a master of industry, product, and process insight and will add customer value through business insight and best practice sharing. The Customer Success Manager will continuously improve satisfaction levels and ensure customer retention. The CSM will understand and document with their customers monthly, quarterly, yearly and multi-year goals. The CSM will constantly look for ways to improve their clients' business. The CSM owns the identification of opportunities to upsell additional Explorer Surgical solutions.The CSM will work cross functionally within Explorer Surgical to drive outcomes for the customer and cross functionally with their customers to provide value to individual contributors through Executive Leadership. All the CSM's accounts should become reference accounts for Explorer Surgical. The CSM will also identify all risk in their accounts, plan and execute cure plans, communications with and using internal resources as necessary. This position will assist the Manager, Customer Success for Explorer Surgical with special projects and team direction.The ideal candidate has a passion for customer service and performance excellence. Self-motivation and a strong work ethic are essential to success. Additionally, the candidate must be an individual who has above average communication, analytic, problem solving, planning and coordination skills as well as the ability to develop and maintain strong business relationships and client trust. Principle Duties and Responsibilities:
  • Creates and implements account plans to drive outcomes for Explorer Surgical solutions. Including discovery of customer needs, objectives, goals, KPI's, business drivers and organizational structure
  • Partners with clients to document and reach all client goals. This includes tactical, technical and strategic work, with regular milestone checkpoints
  • Supports customer health by identifying potential risk or dissatisfaction and resolving both large and small risks
  • Educates customers on best practices, helps customer implement, assists in customer training either personally or by identifying internal resources
  • Partners with sales to ensure a seamless customer experience and a team that speaks with one voice to the customers
  • Partners with Health IT Affairs, Implementation, Customer Support, and Technology and Product Teams to drive overall customer satisfaction
  • Identifying land-and-expand opportunities within the same team/division of each customer, as well as within new divisions
  • Creates deep relationships at all levels of the customer organization
  • Presents business reviews to customer, to track performance against goals, next steps, and future business and product changes.
  • Represents the VOC to the product team, emphasizing and helping to prioritize changes to products that are most important to the client base.
  • Facilitates and leads quarterly business reviews
  • Identifies and encourages reference within assigned customer base.
  • Demonstrates ability to apply creative solutions to broad array of customer issues
  • Assists Manager with special projects and assignments
Required Skills:
  • Proven ability to build trusted consultative relationships with clients at all levels of an organization
  • Proven ability to identify opportunities within client organizations
  • Proven ability to identify risk, create and execute mitigation plans to eliminate risks
  • Excellent phone presence and strong written and verbal communication skills
  • Analytical, detail oriented with strong project management skills
  • Ability to manage large and varying workload effectively without support to overcome obstacles and meet deadlines.
  • Able to work effectively with cross functional teams to drive the correct outcome for the customer in the desired time frames
  • Proven ability to identify and solve customer problems and increase customer efficiency and value
  • Work closely with sales organization to drive new revenue
Required Qualifications:
  • College degree or equivalent experience
  • Minimum of 5 years in the Health Care field for a Distributor and/or Manufacturer, and/or Health Care Technology Field
  • Experience in one or more of the following: project management, direct client interactions, operating room/procedural suite environments
  • Ability to manage special projects/assignments with limited direction
  • Ability to assist Manager with team direction and questions
  • Customer facing interaction as needed and willingness to travel up to 50%
  • Must be able to and be set-up for working from your own professional home office
Estimated Salary range for this position: $84,000 - $112,000The base salary range represents the anticipated low and high end of the GHX's salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate's qualifications, skills, competencies, and proficiency for the role. The base salary is one component of GHX's total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: Explorer Surgical, a GHX company, is dedicated to relentlessly innovating and developing scalable digital technologies to put best practices in the hands of all procedural teams. As a leader in creating state-of-the-art solutions, our cutting-edge, cloud-based, digital platform empowers medical device companies to disseminate procedural best practices and remotely connect with providers in real-time. Our goal is to demystify the black box of the operating room with an on-demand procedure playbook, real-time video collaboration and performance tracking tools to support medical device companies, accelerate product adoption, reinforce techniques, and support successful outcomes.DisclaimerGlobal Healthcare Exchange, LLC and its North American subsidiaries (collectively, "GHX") provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. GHX complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.GHX expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated.#LI-Remote #LI-AK
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