Medical SaaS Customer Success Manager
1 week ago
Medical SaaS Customer Success Manager page is loaded
Medical SaaS Customer Success ManagerJoin us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.
Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.
At Varian, A Siemens Healthineers Company, we are seeking a Customer Success Manager (CSM) to partner with our SaaS portfolio customers.
As Customer Success Manager, you will be part of the Customer Success Team within Varian's Multi-Disciplinary Oncology business unit. We are responsible for Customer Success management for Varian SaaS software and services.
In this role, you will be an instrumental player in ensuring successful planning and coordination of Varian's SaaS product implementation, driving adoption and satisfaction post go-live, and ensuring that our customers reach their goals and have strong, trusting relationships with Varian.
As CSM, you will need to understand customer workflows, to be able to communicate effectively with clinicians, to define and improve provider workflows and to capture their needs.
You will develop a close relationship with customer stakeholders, understand customer's near-term and long-term priorities, and help them to achieve measurable benefits using data-driven insights.
You will work closely with internal teams including project management, technical implementation, product team, professional services, and sales, helping to improve our offering and grow our business.
Technical skills are required to maintain a detailed understanding of the product roadmap and to provide input into the product development.
What you will be responsible for:
- Develop a trusted relationship with our customers including clinic end users, customer project team, and stakeholders.
- Understand the needs and business objectives of our customers, execute and oversee project timeline, customer adoption, and development of best practices.
- Be the single point of contact for the customer and proactively solve challenges. Work closely with internal teams to resolve issues in a timely manner.
- Work with Account Managers and customers to develop and maintain a customer success plan that outlines the key performance metrics to be achieved with corresponding success metrics.
- Analyze customer success metrics and feedback and assess risks to identify opportunities to improve. Report regularly to customers and Varian leadership.
- Partner closely with internal teams, including project management, product, technical implementation, and professional services teams, and translate business needs, industry trends, and customer requirements to them.
- Engage actively in helping our internal teams to improve our SaaS solutions.
- Support Sales teams in the pre-sales phase and help with customer training when needed.
Succeeding in this position means that you have:
- Experience in customer success management and/or software implementation, customer service, account management, or consulting within a healthcare setting/environment.
- Ability to build strong relationships with internal and external customers, engage proactively, listen and understand concerns, and provide solutions.
- Ability to see the end-to-end process and to think downstream impacts; ability to analyze complex workflows and to problem solve.
- Drive adoption of services and deliver on time. Anticipate risks – both people and process-based – and be proactive in handling them.
- Fluency in both English & French, both written and spoken essential.
- Excellent communication and collaboration skills and a passion for delivering excellent customer experience.
- Willingness to travel to customer sites throughout EMEA (estimated up to 20%).
- Bachelor's degree (or equivalent experience) from a relevant field (e.g., Health Administration, Digital Health, Business) with a minimum of five years of related experience.
- Understanding of oncology or radiotherapy workflows is a plus.
- Prior experience with SaaS products/services is a plus.
Who we are: We are a team of more than 73,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.
How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual's potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together to fight the world's most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.
As an equal opportunity employer, we welcome applications from individuals with disabilities.
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