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Customer Success Manager

2 months ago

Halifax, Nova Scotia, Canada Adaptiiv Medical Technologies Full time
About the Role

We are seeking a highly skilled and experienced Customer Success Manager to join our team at Adaptiiv Medical Technologies. As a key member of our customer success team, you will be responsible for ensuring that our customers have a positive implementation experience with our software and products.

Key Responsibilities
  • Onboarding & Implementation:
    • Develop and implement onboarding procedures to ensure a seamless and effective process for the customer and internally.
    • 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.
  • 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.
  • 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 customers to better understand their business needs, maximize retention and growth of their accounts, and share feedback.
  • 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.
  • 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.
Requirements
  • 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.
  • Able to apply effective listening skills to understand needs beyond the question of the customer.
  • Adept at problem-solving, able to think critically to find creative solutions.
What We Offer
  • Competitive compensation package
  • Group health benefits
  • Generous Vacation
  • Quarterly Flex Days
  • Training and professional development opportunities
  • Flexible working arrangements
About Us

At Adaptiiv Medical Technologies, we value inclusivity and diversity within our workforce. We encourage applications from individuals of all backgrounds and identities, irrespective of race, nationality, ethnicity, religion, age, gender, sexual orientation, marital status, family status, genetic characteristics, disability, or any other protected characteristic.