POSITION SUMMARY
The primary role of the Customer Success Manager is to ensure high engagement (utilization) and satisfaction of our customers with all facets of our SaaS platform, driving Customer Health and Net Dollar Retention.
A Customer Success Manager is responsible for identifying and closing business opportunities within established accounts by bringing strategic thinking and day-to-day operational excellence to propel growth. This position will exceed or achieve sales quota by delivering market share growth as well as other key performance metrics. The Customer Success Manager influences clinical and non-clinical collaborators to increase the use of the company's annual subscription-based platform solutions and any new commercially released products by applying effective selling skills, in-depth clinical and business expertise, CRM tool, and Assessment/return on investment tools as needed.
The Customer Success Manager will work cross-functionally with Marketing, Service, Finance and Sales teams to enhance the impact of our products by selling additional features within our current customer base. This position will be responsible for building strong relationships with our current client base and key contact points including collaborators such as surgeons, clinical leaders, surgical business managers, central sterile managers, staff, IT management, Endoscopic managers, and supply chain to better leverage Censis solutions.
PRIMARY RESPONSIBILITIES –
Conduct site visits, wellness calls and Business / Utilization Reviews to both ensure high engagement and satisfaction with the current solution, along with identifying new opportunities to solve customer needs and challenges
Reports to Director, Customer Success.
Plan and carry out sales activities to agreed budgets, sales volumes, values, product mix and timescales.
Actively use and support CRM and funnel growth by creating new contacts, lead management, adding new opportunities and updating projected close dates and probabilities based on customer evidence.
Create and maintain a consultative relationship to becoming a trusted advisor with our client base by understanding the voice of the customer in order to provide the best solution for their business.
Foster strong customer followership by building strategic relationships and understanding key business challenges, value drivers and goals
Present and demo the patient safety and business benefits of the Censis solutions through individual and committee meeting channels
Drive ownership and accountability to deliver on monthly, quarterly, and yearly metrics and targets.
Effectively partner with Marketing, Service, Finance and Sales teams to drive customer value by maximizing benefits of Censis product portfolio and providing best-in-class solutions
Contract management, working with our internal teams and external customers ensure mutual agreement.
Combat and overcome objections by leveraging product knowledge and value-added selling techniques.
Conduct market analysis to understand trends, competitive landscape, and identify new business opportunities, linking them with our solutions
Collaborate on proposals, quotations, and contract negotiations to secure new projects and services
Participate in customer presentations and workshops to highlight our company's expertise and offerings
Build and maintain clinical and technical knowledge expertise.
The role will require up to 30% travel within the assigned territories.
REQUIREMENTS/QUALIFICATIONS
Minimum of 5 years relevant (technical) sales experience in the SaaS and/or medical device market. Experienced in selling capital goods and consumables.
Experience with interacting and leveraging stakeholders in the sterilization, hospital hygiene or operating room fields.
Bachelor's degree required.
Consistent track record of results with real-world examples of how you've effectively managed a book of business and delivered results while improving customer satisfaction, adoption, and retention.
Experience with pricing principles and sales practices in SaaS business environments.
Excellent negotiation, influencing, business planning, and problem-solving skills.
Excellent organizational skills, outstanding subject matter expertise, a high degree of adaptability and the ability to anticipate and respond to changing priorities.
Strong communication skills (oral and written) and the ability to use them at several organizational levels. Solid presentation, communications and influencing skills, demonstrated through all forms of communication.
Strong prioritization and organizational skills — able to work simultaneously on multiple high priority tasks with an impeccable attention to detail.
Strong analytical, commercial and digital literacy such as Excel, Sharepoint, Oracle, Microsoft Dynamics or Salesforce.com.
Fortive Corporation Overview
Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. 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 groundbreaking sustainability solutions.
We are a diverse team 18,000 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.
Fortive: For you, for us, for growth.