客户成功管理专员
Associate Customer Success Management
职位概述：初级客户成功经理负责支持高级客户成功经理团队，目标是为Censis客户提供优质服务，同时推动长期战略关系、产品采用和增长机会。该职位专注于确保客户在大量账户中成功使用产品，提高客户留存率和积极体验，同时提升客户使用率和订阅规模。初级客户成功经理作为客户的内部倡导者，通过传达CensiTrac及其他Censis解决方案的价值，并作为与客户沟通的一线人员。该职位需要高度关注细节、时间管理、组织能力以及出色的书面和口头沟通技巧。随着客户成功经理团队的扩展，促进个人发展和团队成功是首要任务。
具体职责：
- 作为客户成功团队的日常支持资源，帮助高级客户成功经理在指定的医院系统和设施中保持“优质服务”
- 作为客户顾问，确保他们有效利用解决方案
- 处理现有客户的请求，包括但不限于技术支援升级、账单问题、文档/培训请求，以确保良好的客户体验
- 支持季度业务回顾（QBR）准备——收集数据、制作幻灯片/报告，并跟踪行动项直至完成
- 协助高级客户成功经理处理交叉销售线索——制定报价、进行简要产品演示，并收集实施数据以推动机会进展
- 协调并完成现场和虚拟访问，以在整个客户生命周期中提供产品培训和指导
- 分类并转达客户咨询、升级和支持请求给合适的团队成员，确保及时跟进
- 与销售、支持和实施团队跨职能合作，确保交接顺畅和一致的客户体验
- 按照客户成功领导的指示支持特殊项目和发布
- 与销售分析师合作进行报告，识别风险和机会
Fortive公司简介
Fortive的核心技术让世界更安全、更高效。我们在工作场所安全、建筑环境和医疗保健等高影响力领域加速转型。
我们是一家全球性工业公司
查看英文原文
Position Summary:The Associate Customer Success Manager is responsible for supporting the Senior Customer Success Manager team with the objective of providing white glove service to Censis customers, while driving long-term strategic relationships, adoption, and growth opportunities across a high volume of accounts. This role focuses on ensuring successful product use, retention, and a positive experience for clients at scale, while growing client utilization and subscription footprint. The Associate Customer Success Manager serves as an internal advocate for the customer, through conveying the value of CensiTrac and other Censis solutions and being the frontline of communication. This position requires extreme attention to detail, time management, organization, and excellent written and verbal communication skills. As we scale our Customer Success Manager team, furthering personal development and team success is a top priority.
Specific Responsibilities:
- Serve as a day-to-day support resource for the Customer Success team, helping Sr. CSMs maintain "white glove" service across assigned hospital systems and facilities
- Act as an advisor to customers to ensure they’re leveraging the solution effectively
- Manage requests from current customers such as but not limited to technical support escalations, billing questions, documentation/enablement requests to ensure a positive customer experience
- Support QBR preparation — pulling data, building slides/reports, and tracking action items to closure
- Support Sr. CSMs on cross-sell lead handling — building and preparing quotes, delivering brief product demos, and gathering implementation data to keep opportunities moving
- Coordinate and complete onsite and virtual visits to deliver product training and coaching across the customer lifecycle
- Triage and route customer inquiries, escalations, and support requests to the appropriate team member, ensuring timely follow-up
- Partner cross-functionally with Sales, Support, and Implementation teams to ensure smooth handoffs and consistent client experience
- Support special projects and rollouts as assigned by customer success leadership
- Collaborate with Sales Analyst on reporting to identify risks and opportunities
Fortive Corporation Overview
Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.
We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
About Censis
Censis, the first company to engineer a surgical asset management system that tracks down to the instrument and patient levels, has continually set the standards for the sterile processing industry.From the beginning, Censis has recognized the vital connection between perioperative innovation and efficiency, unparalleled customer care and improved operational performance. By continuing to invest in technology, ease of integration, education and support, Censis provides solutions that empower hospitals and healthcare providers to stay compliant and ahead of healthcare’s rapidly changing environment. With Censis, you’re positioned to start ahead and stay ahead, no matter what the future holds.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at .
Pay Range
The salary range for this sales position (inclusive of sales incentives/commissions in local currency) is 62900 - 105000
Originally posted on Himalayas