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Manager, Customer Success

3 months ago

Marlborough, Massachusetts, United States Hologic Full time

Manager, Customer Success

United States

Summary of Duties and Responsibilities

  • Manage system and business integrations, acquisitions, continuous improvement and change management
  • Implement harmonization of service contract sales systems and business processes across all divisions, driving increased customer experience and service revenue
  • Implement policy and process changes to drive service revenue and promote positive customer experiences
  • Collaborate with Finance and service management to drive sales and revenue recognition process improvements
  • Identify and close process and revenue gaps
  • Manage operationalizing service offerings, ensuring contract compliance and service delivery
  • Manage development plans, succession planning, and demonstrate leadership through increasing employee engagement
  • Collaborate with and influence colleagues and partners to drive changes that increase efficiency and revenue, reduce cost and waste, and increase customer experience
  • Drive and manage the team's continued engagement and improvement by setting and achieving goals and milestones that contribute to the success of the organization
  • Identify and build meaningful KPI's and reporting to drive increased revenue, attachment rates, T&M revenue, efficiencies, system and process improvements, and compliance
  • Review and consolidate KPIs for all team members and present to leadership.
  • Collaborate and build strong relationships with internal teams and direct team to ensure that the solutions best address the needs of the business and contribute to the creation of a clearly defined vision.
  • Serve as the subject matter expert for service quoting and contracting by performing any required testing for new product launches, new hire service quote and contract execution training, and day to day triage support.
  • Lead and empower the team to participate and engage in training opportunities to ensure knowledge is up to date to best support our internal and external customers.
  • Provide a seamless on-boarding experience for new hires.
  • Review, analyze and update processes, systems and procedures, ensuring consistent and continuous improvement
  • Respond to and manage any critical escalations.
  • Other adhoc projects as assigned by Manager.

Qualifications

  • Demonstrated team leadership experience and capability to coach and mentor others
  • Demonstrated ability to solve advanced problems impacting multiple functions and teams
  • Superior communication skills - verbal, written, and presentation
  • Strong interpersonal and organization skills
  • Acute attention to detail and accuracy
  • Ability to adapt in a fast-paced environment and prioritize with competing deadlines
  • Willingness to take initiative and make decisions with no instruction
  • Demonstrated strength in achieving great customer experience
  • Passion for customer success in a competitive and changing market.
  • Solid knowledge in Microsoft Office applications
  • ERP and expertise required
  • High energy, self-motived, proactive, goal oriented and enthusiastic personality

Education:

  • Bachelor's degree

Experience:

  • 8+ years of relevant work experience supporting a sales and/or service organization, with a focus in biotech or med device
  • 5+ years of management experience, supervising a team of 8+ employees.

Additional Info:

The annualized base salary range for this role is $50,000 to $80,000 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant

experience, skillset, knowledge, geography, education, business needs and market demand.

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Agency And Third Party Recruiter Notice

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition, Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.