Customer Success Manager

Description

About Centella 

World Class Account Executives. Dedicated Engineers. Inspired Leadership. Centella has over 50 years of reliable and trusted service in the advanced health care technology space. Through expert guidance, exceptional service, and enduring relationships, we empower our customers to be the life-saving – and life-changing – heroes that South Florida needs. 

Description 

The Customer Success Manager (CSM) is a customer-facing role that drives the success of strategic customer relationships, delivering customer-centric solutions and ensuring ongoing engagement within key accounts. The CSM manages the high-value client relationships while overseeing the effective implementation and management of assets and service solutions, acting as the primary Centella point-of-contact within a key account. This role is responsible for demonstrating value through the customer life-cycle and lead customer success initiatives from onboarding to long-term support within all areas of business needs. This hybrid-role combines multiple-discipline responsibilities from Portfolio Management, Relationship Management, Asset Management, Implementation Management, & Project Management. The CSM must be a trusted advisor to our key customers and internal teams, ensuring customer success by developing strategic outcomes aligning with both Centella and customers’ needs. 

Key Roles: 

• Portfolio Management: Maintain and offer expert knowledge on the Portfolio Centella has with key accounts to include pre-installed/installed Equipment and Service Agreements. 

• Relationship Management: Build and maintain authentic relationships with key customer stakeholders by developing cadences of customer-facing engagements and understanding customer roles. 

• Asset Management: Keep track of all removed, current and future Equipment within Centellas’ customer portfolio & understand the functionalities and coverage deliverables of each asset. Monitoring equipment utilization and service metrics, ensuring optimal performance of assets. 

• Implementation Management: Lead the implementation of equipment and services, product rollout and service optimizations. 

• Customer Success Management: Strategic partner fostering a customer-centric culture, ensuring customers achieve desired outcomes and obtain maximum ROI from Equipment and Centella services. 

 

Main Duties and Responsibilities 

• General Responsibilities 

• Provide comprehensive customer success management for the HTS portfolio and account relationships. Coordinate services. Track service performance and ensure equipment services are completed in collaboration with service teams. 

• Manage post-sales activities, collaborating and liaising between internal and external teams. CSAM must support activities from all internal and external stakeholders throughout the customer’s life-cycle. 

• Responsible for developing and maintaining relationships within key accounts facilitating the communication with cross-functional Centella teams and customers. 

• Establish a regular cadence of engagements with key account stakeholders to systematically review and address service issues, needs, and ongoing concerns. 

• Oversee and manage the implementation of Healthcare Technology Equipment and Services within Health Systems in collaboration with Centella teams. 

• Design and maintain a customer playbook to include an onboarding guide, key customer engagement guide, key account metrics and effective workflow processes. 

• Conduct Customer Business Reviews to the stakeholders of a Health System, providing a high-level overview of key performance metrics on deliverables, as well as equipment service, cost analysis and project updates. Demonstrating to stakeholders the ROI of Centella’s service deliverables and upkeeps. 

• Identify and design service solutions, resolving customer issues and optimizing workflows, between Centella and accounts having an extensive portfolio. Documenting all customized service solutions to facilitate workflows between Centella and Customers. 

• Leads participation in strategic customer input sessions to identify and drive key solutions for customer success. (i.e., operations budgeting, asset management, capital planning & procurement, KPI goal alignment, etc.) 

• Pro-actively address issues to ensure smooth workflow processes, mitigating potential risks of customer complaints and churn. 

• Ensure customer satisfaction to generate growth and provide sales and service departments with leads on new opportunities. 

• Deliver value through the creation of a customer life-cycle strategy and annual operating rhythm that incorporates maintenance, inventory, asset utilization, capital planning and overall key performance metrics review. 

 

HTS Responsibilities 

• Key Accounts Implementation: 

Responsible for onboarding and implementing Centella Healthcare Technology Solutions (HTS) solutions within accounts. Monitor the quality and upkeep of relevant documentation and services. Identify potential risks during the implementation and onboarding of HTS equipment, creating and managing projects to mitigate these risks until resolution, with ongoing monitoring thereafter. Ensure accurate inventory management, updating the system as changes occur. Act as a liaison between customers and vendors to ensure timely repairs and accurate documentation. Develop RACI (Responsible, Accountable, Consulted, Informed) models for program implementation. 

• Compliance and Documentation: 

Acquire all specific compliance, quality, and regulatory documentation for each asset, including but not limited to equipment manuals, user and service manuals, safety manuals, installation reports, and preventative maintenance and service reports. Ensure equipment passes inspections and audits, maintaining compliance with governing organizations. 

• Service Support Assistance: 

Assist the service support team in preventive maintenance scheduling, quote approvals, acquisition of PO’s, and any other service scheduling where appropriate. 

• Management Support 

Works in tandem with the HTS Onsite Manager to provide managerial support as needed by attending Client Business Reviews, Capital Planning and Environment of Care meetings, Daily Huddles etc. Leads the onsite technical team in the absence of the HTS Onsite Manager. 

 

Skills and Abilities 

• Leadership, Influence, Resource Management, Sourcing, Purchasing, Negotiations, Forecasting, Planning, Logistics, & Budget skills. 

• Exceptional verbal and written communication skills with the ability to deliver solution-oriented communications with an emphasis on empathy. Capability of fostering trusted relationships with key stakeholders. 

• Track record of conducting and effectively delivering presentations through in-person or virtual interactions. Host regular check-ins with customers as well as customer business reviews to ensure realization of success criteria. 

• Proven ability to manage multiple concurrent projects, adapting to a variety of environments, to meet strict deadlines. Work closely with teams to ensure transparency of project inputs, outputs, issues, concerns, and roadblocks. 

• Thrives in fast-paced environments, maintaining composure and efficiency within dynamic environments. 

• Exceptional organizational skills with the ability to keep track of concurrent projects, requests and resolutions using software programs (i.e., Microsoft OneNote, Word, etc.). Track record of successful planning and execution. 

• Experience using computers and cloud software such as Microsoft Dynamics for data managing. 

• Strong problem-solving skills with the ability to diagnose issues within customer initiatives and lead efforts toward resolutions. Ability to identify gaps regarding contractual obligations and proposing necessary improvements. 

• Act as Voice of the Customer, advocating internally to ensure customer needs and expectations are met. 

• Ability to use management tools to ensure client satisfaction, meet deliverables, communicate risks, and implement solutions, working with cross-functional teams. 

• Ability to travel and commute to customer sites, as needed. Requires a clean driving record. 

• Ability to be self-directed with the capability of making independent decisions. 

Qualifications 

• BS/BA, advanced degree preferred, in a medical field, engineering/technology or business administration with healthcare background. 

• 3-5 years working within strategic customer accounts in the healthcare industry. 

• Technical proficiency in understanding how medical technology is integrated and utilized within health systems. 

• PMP Certificate or experience with portfolio management, asset management, project management, and exceptional organizational and time-management skills. 

• Process improvement experience, Preferred Lean Six-Sigma Certificate (Yellow, Green, or Master/Black Belt). 

• Excellent verbal and written communication with an emphasis on empathy and solution-oriented responses. 

• Track record of successful planning and execution of Presentations, specifically Customer Business Reviews & Customer input sessions. 

• Proven ability to be an assertive problem-solver and proactive relationship manager who can respond quickly to customer needs and anticipate issues and resolve these in advance wherever possible. 

• Experience using cloud software, such as Dynamics is preferred. 

Physical Demands & Working Conditions   

• Prolonged standing or walking 

• Frequent bending, stooping, reaching, and lifting 

• Occasional squatting, climbing stairs, crouching, and kneeling 

• Frequently lifts and carries up to fifty pounds 

• Potential exposure to biohazard, dust, electronic and bacterial cleaners.  

WHAT’S IN IT FOR YOU 

• Career Growth Opportunities 

• Training and Development 

• 401k with company match 

• Medical, Dental, Vision 

• Paid Time Off 

• Health Savings and Flexible Spending Account 

  

Come join our collaborative and winning team in a family business, that has become a business of families! 

Qualifications