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Lead Customer Success Consultant
2 months ago
About ResMed
At ResMed, we are more than just a technology company; we are dedicated to enhancing the lives of individuals in the post-acute care sector. Our innovative solutions and services are designed to address everyday challenges faced by our clients, ensuring streamlined operations and improved profitability.
Role Overview
The Senior Customer Success Specialist plays a pivotal role in leveraging extensive knowledge of ResMed's products and services. This position involves using independent judgment to evaluate business processes and feature utilization, leading to prioritized recommendations aimed at enhancing customer efficiency and driving successful outcomes.
Key Responsibilities
- Serve as the primary escalation point for high-touch customer support, ensuring prompt and effective responses to service requests.
- Take ownership of client relationships, maintaining timely communication and follow-up.
- Proactively resolve issues and escalate as necessary to meet service level agreements.
- Collaborate with team members and leadership to provide data-driven insights for addressing unresolved customer concerns.
- Monitor customer satisfaction metrics to ensure compliance with service standards.
- Analyze operational performance data to identify trends and opportunities for improvement, offering actionable recommendations to enhance resupply performance.
Qualifications and Experience
- Minimum of 2 years of experience in the healthcare sector.
- At least 2 years of experience in a customer success role.
- Proven leadership skills with a track record of successful relationship management.
- Strong understanding of key performance indicators and their impact on revenue.
- Ability to manage multiple tasks effectively and work independently.
- Proficiency in Microsoft Office, particularly Excel and PowerPoint.
- Excellent communication skills, both verbal and written.
- Experience in a remote work environment.
Why ResMed?
Joining ResMed means being part of a culture that values excellence and innovation. We are committed to fostering a diverse and inclusive workplace where individual expression is encouraged, and new ideas are welcomed. We believe in supporting our employees in achieving their professional goals while making a meaningful impact in the healthcare industry.
