Customer Success Manager

4 days ago

NC United States Fortive Corporation Full time
Job Title: Customer Success Manager

Fortive Corporation is seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for ensuring high engagement and satisfaction of our customers with all facets of our SaaS platform, driving Customer Health and Net Dollar Retention.

Key Responsibilities:
  • Conduct site visits, wellness calls, and Business/Utilization Reviews to ensure high engagement and satisfaction with the current solution, and identify new opportunities to solve customer needs and challenges.
  • 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 become a trusted advisor with our client base by understanding the voice of the customer 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/Qualifications:
  • 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.
  • 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 other relevant tools.

Fortive Corporation is an equal opportunity employer and welcomes applications from all qualified candidates. We are committed to providing a diverse and inclusive work environment and are proud to be an equal opportunity employer. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

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