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Senior Customer Success Strategist

2 months ago

Trenton, New Jersey, United States Elekta Full time
About Elekta:
At Elekta, we are dedicated to creating innovative technology that inspires hope and enhances patient care.

Position Overview:
We are seeking a Strategic Customer Success Manager - MRgRT who will play a pivotal role in ensuring our customers and strategic partners receive exceptional service and support.

Key Responsibilities:
  • Act as a dedicated onsite liaison for customers, providing comprehensive support, training, and project execution.
  • Develop and implement MRgRT programs that encourage the adoption of advanced clinical applications.
  • Facilitate the establishment of best clinical practices and workflows.
  • Deliver training to clinical experts to ensure effective implementation of MRgRT.
  • Collaborate with customers to understand their needs and create actionable plans to achieve their goals.
  • Identify and prioritize key performance indicators (KPIs) for essential programs.
  • Explore potential research collaborations between customers and Elekta.
  • Evaluate product utilization and provide educational support to enhance customer understanding and confidence.
  • Lead discussions to refine clinical workflows and develop metrics to measure improvement success.
  • Coordinate activities to standardize clinical processes across all facilities.
  • Prepare and present quarterly reviews of key metrics related to site enhancements and support cases.
  • Work closely with the Order Fulfillment team to ensure seamless project execution.
  • Monitor customer feedback and address standard and escalated issues.
  • Assist in managing customer inquiries and ensure compliance with service level agreements.
  • Facilitate smooth upgrades and training in collaboration with the Upgrade and Education teams.
  • Engage with regional and business line teams to enhance service delivery.
  • Organize training sessions for customers and employees on Elekta Unity.
  • Provide ongoing operational and end-user support post-implementation.

Qualifications:
  • Bachelor's Degree or equivalent experience.
  • A minimum of 3 years in a leadership role within a customer-facing environment.
  • Experience with MRgRT is preferred.
  • Background in Radiation Therapy with clinical oncology experience.
  • Strong knowledge of Monaco products and MOSAIQ workflows.
  • Excellent communication and presentation skills.
  • Understanding of government initiatives impacting oncology.
  • Exceptional customer service abilities and a professional demeanor.
  • Experience in project management and team development.
  • Ability to influence and drive change in a matrix environment.
  • Strong analytical and problem-solving skills.
  • Fluency in English, both written and spoken.
  • Willingness to travel locally as required.

Physical Requirements:
The role may require occasional standing, walking, and lifting of light to moderate weights. Reasonable accommodations may be made for individuals with disabilities.

What We Offer:
We provide a supportive team environment, comprehensive medical benefits, a 401k plan, paid vacation, and opportunities for professional growth within a close-knit company culture.