Field Customer Success Lead

vor 2 Monaten

Hamburg, Deutschland Olympus Europa SE & Co. KG (OEKG) Vollzeit

**Responsibilities**:

- Deep engagement with all customer stakeholders to provide direct customer feedback on the OlySense solution including needed fixes, enhancements, feature requests and performance.
- Serve as the primary consultant for OlySense support as needed in the areas of case coverage, basic troubleshooting, product usage and customer training.
- Identify customer’s organizational goals and success metrics to build a plan how OlySens can support in meeting customer objectives.
- Provide and demonstrate specific OlySense ecosystem value to the customer, document in success plans, and lead business reviews on a regular basis with customer stakeholders.
- Drive and track adoption and utilization of the OlySense ecosystem platform within the customers environment.
- Responsible for account management and ensuring high levels of customer satisfaction enabling sustained subscription contract renewals and preventing customer churn.
- Proactively identify and manage incremental OlySense upselling and expansion opportunities within accounts.
- Become the Subject Matter Expert (SME) for the OlySense solutions and knowledgeable with customer specific implementation and IT connectivity and integration designs.
- Frequent communication of customer feedback and account status to direct manager through and established account review cadence.
- Identify the entire Olympus account team and collaborate frequently to understand the customer environment and identify and support cross-Business Units opportunities within the account.
- Work closely with internal Sales, Marketing, R&D, Support, Billing, and other technical teams to ensure an exceptional customer experience and address any customer concerns.
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal and account growth.
- Share best practices and customer feedback with team members to improve the quality, effectiveness, and efficiency of our products and processes.

Your qualification
- BA/BS or appropriate relevant on-the job experience may be considered a substitute for mínimal educational requirement.
- 5 years direct client management experience in enterprise software solutions.
- 5 years of experience working within SaaS solutions environments preferred.
- Experience preferred from Customer Success Management and/or Supply Chain Management consulting.
- Executive presence. Comfort with ambiguity and C-level communication.
- Strong account management, client service and/or management consulting experience.
- Handled difficult customer situations and escalations.
- An interest in leveraging Information Technology to reach business objectives and after-sales and supply chain management.
- Excellent communication skills and problem-solving skills required.
- Strong aptitude for technical software products and/or experience with hospital IT-related technologies preferred.
- Experience in hospital endoscopy department and/or clinical environment preferred.
- Experience in analyzing data to identify trends preferred.
- Experience in interacting with a diverse cross functional team.
- Ability to internalize technical concepts, products and services.
- Highly competent at building and maintaining meaningful relationships with customers to help support the business.
- Always maintains a calm, cool demeanor in the face of difficult challenges.
- Highly motivated, disciplined/self-starter with ability to work independently as well as thrive within a team environment.
- Possesses the ability to get their point across quickly and effectively.
- Able to multi-task/manage time effectively to produce superior results.
- Can successfully resolve conflict with both internal and external customers.
- Successful at influencing people and organizations to move away from established methods of conducting business to innovative ideas and approaches.
- Breaks down silos by building bridges with all necessary constituents to achieve a desired outcome/reach consensus.
- Ability to travel to customer locations (up to 80% at times) by plane and/or car for customer meetings, case observations, tradeshows and other events.

Your benefits
- Flexible working hours, remote work possible (up to 60%)
- 30 days of holidays per year
- Modern office and an inspiring working environment
- Employee restaurant with live cooking and healthy food (subsidized)
- Public transport ticket (100 % subsidized) or free parking space
- Company sport groups and an inhouse company gym
- Employee Assistance Program to support your health, mental and emotional well-being
- A comprehensive company pension scheme
- Company medical officer and vaccination offers
- Childcare through our ‘Buttje&Deern’ partner
- Bike leasing

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