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Customer Success Manager
2 months ago
Nova Biomedical is looking for a Customer Success Manager based in the Los Angeles, CA area to join our Field Support team. This position is responsible for the successful transition of new and existing Nova Biomedical customers to their newly purchased Nova Biomedical clinical products. Provides the highest level of support and rolls out the red carpet welcoming new customers to Nova Biomedical by creating long-term relationships and providing strategic guidance to help our customers achieve their short and long-term goals. They are responsible for customer retention and ongoing customer satisfaction by building relationships with decision makers, leaders, and healthcare staff. The Customer Success position also oversees the client implementation process working closely with Project Management and they are the face of Nova post-sale, ensuring customer satisfaction with all the technical post-sale support. This position is responsible for acting as point-of-contact for customers, advocating for their interests and giving voice to their feedback; acting as the Voice of the Customer (VoC). Travel and overnights required. Responsibilities: Establishes regular onsite and virtual meetings with customers to measure progress, program success, and ensure customer needs are being met. Interacts and communicates closely with sales and support leadership on the level of customer satisfaction with Nova products and services. Interfaces frequently with Sales Product Line Manager to help highlight any product development gaps or requirement improvements based on customer feedback. Understands the customer's business objectives and develops a strategic direction for success. Reviews and assesses each customer's progress towards their objectives and offers recommendations based on results and identified gaps. Proactively handles escalation of product issues to ensure appropriate, timely actions are taken to address customer concerns. Consistently demonstrates the following attributes when working with customers: Customer 1st Attitude, listens before speaking, Extra Effort, Teamwork, and Quality. Develops strong knowledge of Nova clinical products and how they can be leveraged by the customer to meet their clinical testing needs. Identifies new sales or support opportunities within each customer site. Communicates these opportunities throughout the organization through appropriate channels. Manages assigned Foundation Accounts (Smaller) within the local region. Responsible for distribution, tabulation, follow-up, and follow-through on bi-annual Customer Satisfaction Surveys. Responsible for establishing and leading onsite Business Review Meetings with accounts. Responsible for establishing and leading weekly or bi-weekly account calls (video), including documentation and distribution of minutes and action items to all appropriate internal and external stakeholders. Qualifications: A BS in Medical Technology, Nursing, or Respiratory Therapy background is preferred. Other degrees including business will be considered with relevant technical, sales, and/or customer experience. Position requires a minimum of 3 years demonstrated high-quality performance as a Customer Success Manager, Client Relations Manager, or Account Manager within the clinical diagnostics industry or previous related experience focused on customer satisfaction. Previous healthcare, clinical laboratory knowledge, and/or Point of Care experience is preferred. Highlights of benefits offered to Nova Biomedical employees include Blue Cross Blue Shield medical plan, tuition reimbursement, matching 401K, and an innovative scholarship program for children of employees. In addition, this role offers a competitive base salary, a company car, and a bonus program. #J-18808-Ljbffr
