What are the responsibilities and job description for the Sr. Customer Success Manager position at Outset Medical?
Position Overview:
As a Sr. Customer Success Manager, you will be responsible for managing post go-live customer activity across all Outset functional partners, enabling a personalized and seamless end-to-end customer experience. Using predictable and scalable service models that empower customers, you will drive the transition of account ownership from the implementation team and leverage corporate resources to ensure accountable customer outcomes. You will serve as the primary corporate advocate for our customers, partnering closely with the Commercial/Sales team to drive adoption as well as expansion and renewals.
Essential Job Functions and Responsibilities:
- Own and cross-functionally drive customer success plans from go-live through the customer life cycle.
- Nurture and manage customer relationships to drive customer outcomes.
- Be a customer advocate by involving appropriate team members to help resolve any customer issues and escalations.
- Perform solution-focused support by Identifying process improvement, opportunities, and implement best practices solutions to drive a better overall customer experience.
- Communicate effectively with both internal and external project teams and management to understand customer needs, identify risks and solutions and drive customer adoption
- Monitor, report, and drive key customer performance metrics.
- Perform project management duties such as defining schedules and resources, outlining meeting agendas, facilitating meetings, and tracking action items.
- Have a deep understanding of Outset Tablo product features and corporate programs.
- Provide input on customer best practice guidelines.
- Collect and provide customer feedback and suggestions to the Product Development Team.
- Manage and track customer satisfaction scores (CSAT), Customer Effort (CE), and Customer Health Score.
Requirements/Qualifications:
- 10 years’ work experience with Customer Success, new customer implementation, and or project management with a proven record in retaining and growing client accounts; Medical Device background strongly preferred
- BA/BS or equivalent experience
- Travel requirements 10-15%
- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict, foster honest dialogue and drive decision making
- Experience in Client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
- Self-driven, results-oriented work ethic with a positive outlook
- Strong Computer Skills with deep understanding of Microsoft suite of Office applications
- Good understanding of Customer Relationship Management (CRM) and Project management software e.g., Salesforce.com and Smartsheet/Microsoft Project experience a plus.
- Looking for a team player with ability to remain flexible in approach and operate within a fast pace, ambiguous, and ever-changing environment.
