Customer Success Manager

3 months ago

Halifax, Canada Adaptiiv Medical Technologies Full time

At Adaptiiv Medical Technologies Inc., we help transform the patient experience with 3D-printed patient-specific accessories for use in radiation therapy. We foster a culture of innovation, collaboration, diversity, creativity, growth, and success. We are always looking for individuals who have exceptional talent and an entrepreneurial drive to contribute to the ongoing fight against cancer.

If you are passionate about making a difference and want to have an impact on healthcare innovation, we would like to hear from you

**CUSTOMER SUCCESS MANAGER**

The Customer Success Manager (CSM) plays a key role in the Adaptiiv customer journey, ensuring that Adaptiiv’s customers have a positive implementation experience with our software and products by building and maintaining strong relationships so that customer needs are being met and exceeded. They are responsible for acting as the main point of contact post-sale during the onboarding phase, facilitating and owning the onboarding process, reviewing accounts, and staying in constant communication with clients to ensure milestones are being met. The CSM’s focus is to help our customers drive business and clinical objectives through the usage of Adaptiiv products and services.

**What You’ll Be Doing**

**Onboarding & Implementation**:

- Ensure a smooth implementation of software and service, directing customers through onboarding.
- Own the customer onboarding process and associated activities, including vendor and IT setup, engaging with internal teams when needed.
- Facilitate the onboarding preparation process for new customers within the Salesforce CRM platform, SharePoint, and other relevant internal portals.
- Guide customers to their goals, connecting them with relevant internal specialists to address concerns or adoption usage. Develop and implement onboarding procedures to ensure a seamless and effective process for the customer and internally.

**Account Management & Renewals**:

- Drive customer adoption and usage of the Adaptiiv software.
- Act as the internal advocate for the customer, connecting them with sales, clinical solutions, and the engineering team when needed, to link client needs to the larger business strategy.
- In collaboration with sales, review and adjust pricing along with updating quotes and contracts.
- Review annual licensing agreements and proactively process renewals, leveraging existing customer relationships. Identify up-selling and cross-selling opportunities based on customer needs, partnering with sales and clinical solutions.

**Proactive Communication**:

- Regularly check in with customers throughout the onboarding process to assess satisfaction and address concerns.
- Ensure customers are aware of upgrades, new features, and relevant product information.
- Communicate effectively with with customers to better understand their business needs, maximize retention and growth of their accounts, and share feedback. Gather feedback from customers following the completion of onboarding to identify areas for improvement.

**Issue Resolution/ Risk Management**:

- Be the champion of the customer by proactively addressing barriers to success, acting as a direct contact for support escalations, and collaborating with internal teams to aid in solutions. Identify potential risks to customer satisfaction and collaborate with internal teams to develop strategies to mitigate them.

**Metrics Tracking**:

- Maintain customer success metrics and data.
- Analyze data to identify areas for improvement in the onboarding process.
- Track customer program analytics and present key insights to improve performance.

**Internal Collaboration Efforts**:

- Deliver client feedback internally to improve products, services, and processes.
- Collaborate with sales, IT, finance, and clinical solutions to ensure a fluid customer experience and satisfaction, including defining project deliverables and customer's ongoing service package needs.
- Own and update Salesforce customer accounts, ensuring recent developments and changes are accounted for. Aid internal teams by addressing questions and concerns related to Salesforce, quotes, pricing, and current customer account details.

**What We Are Looking For**
- 5+ years of relevant work experience in customer success, account management, or related field.
- Previous experience in a SaaS organization selling software.
- Familiarity with the MedTech/ healthcare technology industry, specifically oncology, is an asset.
- Strong organizational and project management skills.
- A customer-centric mindset.
- Proficiency in using CRM software (i.e. Salesforce), analytics tools, or other relevant technologies.
- Strong written and verbal communication skills.
- Adept at problem-solving, able to think critically to find creative solutions.

**Benefits & Perks**
- Competitive compensation package
- Group health benefits
- Generous Vacation
- Quarterly Flex Days
- Training and professional development opportun

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