Customer Success Manager

Responsibilities

• Maintain a long-term relationship with key stakeholders for one or more accounts and driving revenue growth by identifying growth opportunities that align with customer strategic demands.
• Manage a team of Success Consultants to deliver customer satisfaction, solution adoption, and renewal/expansion.
• Operate independently with limited direct supervision, while also working with a multidisciplinary team.
• Use data to tell a story that demonstrates customer success, WaveMark value, and ROI from utilizing the solution.
• Results oriented, ensuring we deliver on existing commitments while also working to continuously improve processes.
• Demonstrate a level of understanding of the customer's culture to build effective relationships and gain trust.
• Work collaboratively with internal and external teams including Operations, Customer Service, and Software Engineering during deployment process as well as identify opportunities post go live for improved analytics and enhancements to further differentiate our solutions.
• Demonstrate strong communication skills; be comfortable presenting to and interacting with customers on a regular basis, including facilitation of meetings.
• Define strategic direction and drive the creation, tracking, and completion of deliverables with internal and external stakeholders.
• Collaborate with Sales team to Identify expansion opportunities and develop a growth strategy that will be successful with each customer.
• Articulate WaveMark's value proposition in a way that resonates with stakeholders.
• Support project management and implementation by traveling for implementations and for customer and internal meetings.

Requirements

• Bachelor's degree or equivalent work experience preferred.
• Minimum 10 years of experience in customer service support, working/leading large scale, complex integrations, account consulting or healthcare supply chain preferred.
• Experience working with large, complex organizations preferably in healthcare a plus.
• Experience in change management or Lean Six Sigma background preferred.
• Experience managing a team is a plus.
• Strong listening and problem-solving skills and ability to develop plans to improve process efficiency.
• Able to learn and understand technical details and act as a subject matter expert for hospital supply chain.
• Able to travel for implementations and for customer and internal meetings.
• Strong written and verbal communication skills to all levels of an organization highly preferred.
• Computer proficiency in Microsoft Office products (Access, Excel, Outlook, PowerPoint, Word).
• Customer/Vendor credentialing may be required (this may include vaccinations). More details will be provided if you are selected for an interview.
• What is expected of you and others at this level
• Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects
• May contribute to the development of policies and procedures
• Works on complex projects of large scope
• Develops technical solutions to a wide range of difficult problems. Solutions are innovative and consistent with organization objectives
• Completes work independently receive general guidance on new projects
• Work reviewed for purpose of meeting objectives
• May act as a mentor to less experienced colleagues
• Possess strong people skills with a real sense of cultural sensitivity.
• Anticipated pay range: $136,900 - $156,400
• Bonus eligible: Yes
• Benefits: Cardinal Health offers a wide variety

Benefits

Additional Information

As a digitally automated clinical supply chain solution, Cardinal Health™ WaveMark™ Solutions leverages predictive modeling and automated inventory management - coupled with expert support services - to empower health systems' clinical and supply chain teams to optimize clinical workflows and improve efficiency. With WaveMark offerings in operating rooms, procedural labs, clinical labs and nursing units, hospitals gain enterprise visibility of their supply chain to support product availability, optimize clinical workflows, improve financial performance, and enhance patient safety. Using barcode and RFID technology, WaveMark links product usage to the patient record at the Moment Of Care (MOC), providing both inventory documentation and real-time product level insights to help protect patients from recalled or expired products. Job Summary The Customer Success Manager plays a critically important role in the customer's success and WaveMark's business growth. This role provides professional executive level support to stakeholders to understand their strategic needs, build stable, long-term trusted relationships, and maximize account penetration and growth. This role will work closely with key customer decision makers and a team of Success Consultants to ensure that customers see value in the delivered WaveMark solution, ultimately leading to contract renewal and/or expansion. This role will be overseeing several WaveMark customers, primarily in Texas.

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