Customer Success Manager

hace 4 semanas

Madrid, Madrid, España GE HealthCare A tiempo completo

Job Description Summary

As a Customer Success Manager, you own and manage strategic relationships at the C-Suite level across GE Healthcare Digital, ensuring customer success and satisfaction. You will serve as a strategic and trusted advisor and the primary point of contact for the accounts you lead. You have knowledge of GE Healthcare Digital complete portfolio. As the "Voice of the customer", you are an orchestrator, leveraging and influencing internal resources in the business to support customer's needs. You provide proactive strategic direction aligned with customers' goals and objectives.

GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world

Job Description

Essential Responsibilities:

  • You own Healthcare Digital install base and SSA renewals for a selected number of accounts.
  • You have knowledge about what customers are entitled to in existing contracts - partnering with Inside Sales and Customer Care to ensure customer satisfaction and contract profitability.
  • You follow customers' digital and transformational strategies and desired outcomes. Additionally, you understand customers' current state, infrastructure, applications, digital solutions, and issues in order to ensure customer success.
  • You are the primary Point of Contact for customers beyond established Service and Support paths and processes partnering with the Service Desk Leader.
  • You orchestrate the service reviews with the customer based on inputs from the Service Desk Leader.
  • You collaborate with customers and GEHC resources to establish a 3-year Strategic Account and Success Plan.
  • You develop strategies with GEHC teams, gain buy in, design and implement customer success plans to drive and help customers realize value from our products and ensure retention. You engage and facilitate GE teams necessary to foster positive GEHC customer relationship.
  • You identify and influence commercial opportunities including upsell and cross-sells and refer to appropriate GEHC Account Managers – you will own the opportunities until the stage of creating an offer
  • You ensure collaboration and alignment with HC Digital and HC Systems Solutions teams: drive knowledge increase, market understanding, and cross business narratives.
  • You maintain current knowledge of customers' environments and industry, technology trends to be able to share GEHC points of view and influence customer success

Qualifications/Requirements

  • Fluency in English and Spanish language
  • Minimum educational background: Bachelor's degree or comparable higher education in IT, Healthcare, MedTech, Medicine, Business, Management, Economics, or related fields
  • Practical experience in Business, Project Management or Sales/Marketing
  • Proven key account management and project planning skills
  • Outstanding influencing, interpersonal and networking skills to drive collaborative culture at all levels and proven track record on relationship building skills
  • High level presentation skills in front of any audience, including C-Suite representatives
  • Ability to present ideas to customers in a way that produces understanding and impact

Inclusion And Diversity

GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Behaviours

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity.

Total Rewards

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you'd expect from an organization with global strength and scale, and you'll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.

Additional Information

Relocation Assistance Provided: No

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