Customer Success Manager

Censis

Full-time - Mid Level

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager is a pivotal role within Fortive Corporation, responsible for identifying and closing business opportunities within established accounts. This position requires a blend of strategic thinking and operational excellence to drive growth and exceed sales quotas. The Customer Success Manager will leverage their expertise to influence both clinical and non-clinical collaborators, enhancing the adoption of the company's subscription-based platform solutions and newly released products. By applying effective selling skills and utilizing CRM tools, the manager will ensure that the company's offerings are maximized within the current customer base. In this role, the Customer Success Manager will collaborate cross-functionally with various teams, including Marketing, Service, Finance, and Sales, to enhance product impact and drive additional feature sales. Building strong relationships with key contacts such as surgeons, clinical leaders, and supply chain managers is essential to leverage Censis solutions effectively. The manager will act as a trusted advisor, understanding the voice of the customer to provide tailored solutions that address their business challenges and goals. The position demands a proactive approach to sales activities, including planning and executing strategies to meet agreed budgets and sales volumes. The Customer Success Manager will also be responsible for contract management, market analysis, and customer presentations, ensuring that the company's expertise and offerings are effectively communicated. This role is crucial for fostering customer loyalty and driving the overall success of the company's product portfolio.

Responsibilities

• 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 to 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.

Requirements

• Minimum of 5 years relevant (technical) sales experience in the SaaS and/or medical device market.
• 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.