Customer Success Manager

7 days ago

Dallas, Texas, United States Draeger Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Draeger. As a key member of our organization, you will be responsible for ensuring the success of our Neonatal Care Solutions line by providing exceptional support to our customers.

Key Responsibilities
  • Customer Advocacy: Act as the customer's advocate to drive business growth in the US market for the Neonatal Care Solutions with Sales Executives, Business Development, and Marketing Teams to align strategies with customer needs and market trends.
  • Relationship Building: Cultivate robust, enduring relationships with both existing and newly acquired customers, fostering strong product adoption by maintaining regular communication and promptly addressing concerns with tailored solutions that address individual requirements.
  • Issue Resolution: Strategically prioritize and manage a diverse array of company and customer activities and inquiries, ensuring timely resolution of implementation issues and requests to enhance customer satisfaction and retention.
  • Customer Success Planning: Effectively plan and prioritize a high volume of Draeger and customer activities and requests to manage customer implementation issues / requests, following through in a timely manner.
  • Risk Management: Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.
  • Value Creation: Work closely with customers to maximize their use of Draeger Neonatal Care Solutions, consistently providing exceptional value while pinpointing opportunities for ongoing enhancement to bolster their sustained success, reinforce Draeger brand loyalty, and ultimately drive increased revenue for Draeger.
  • Expansion Opportunities: Closely monitor customer goals which creates the opportunity to introduce more and/or new products or services. Identify and forecast expansion opportunities and partner with respective Sales Executives to successfully close such opportunities.
Requirements
  • Education: BSN Required / MSN Preferred, NNP (Neonatal Nurse Practitioner) a plus, BS/BA/MBA degree in business or a related field or equivalent combination of education and experience a plus.
  • Experience: Women and Children services management required / NICU management experience is a plus, 2+ years in Customer Engagement, Customer Implementation, Consulting, Business Development, Sales or related field is a plus, Account management, clinical sales or applications experience is a plus, Project Mgt skills for technology adoption is a plus, Change management training with previous experience on large projects in a hospital or IDN setting is a plus.
  • Skills: Innovative, persuasive, creative, and have a genuine curiosity in the customers business; goal and results oriented, optimistic, smart, value-added mindset, proactive and easily adapts to change, Passion for and ability to work with all levels within the NICU and L&D; and a desire to deeply understand Draeger products and solutions, Proven experience building strong customer relationships and efficiently communicating internal and external voices, Strong understanding of value drivers in recurring business models, Excellent written, verbal, presentation, and phone communication skills.
  • Special Competencies or Certifications: Empathy for customers and passion for revenue and growth, Demonstrated leadership skills, Account management skills, Problem solving and analytical skills, Ability to understand customer needs and translate into a business solution - consultative sale, Strong computer skills - MS office, Word, Excel, Power point and Outlook etc., Excellent communication and interpersonal skills, Excellent presentation, meeting facilitation skills, Adheres to Draeger Code of Conduct, Detailed applied systems product knowledge.

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