Medical SaaS Customer Success Manager with German/French
Locations: Brunn am Gebirge, Austria; Remote - Romania; Remote - Hungary
Time Type: Full time
Posted: 16 Days Ago
Job Requisition ID: R-24930
Together, we can beat cancer.
At Varian, a Siemens Healthineers Company, we bring together the world's best talent to realize our vision of a world without fear of cancer. Together, we work passionately to develop and deliver easy-to-use, efficient oncology solutions.
If you want to be part of this important mission, we want to hear from you.
Customer Success Manager (Remote)
The Customer Success Manager is part of the Customer Success Team within Varian’s Multi-Disciplinary Oncology business unit. We are responsible for Customer Success management for Varian SaaS software and services.
We are looking for a CSM to work with our SaaS portfolio customers. In this role, you will be an instrumental player in ensuring successful planning and coordination of Varian’s SaaS product implementation, driving adoption and satisfaction post go-live, and ensuring that our customers reach their goals and have a strong, trusting relationship with Varian.
The CSM understands customer workflows to communicate effectively with clinicians, define and improve provider workflows, and capture their needs. The CSM develops close relationships with customer stakeholders, understands customer’s near-term and long-term priorities, and helps them achieve measurable benefits using data-driven insights. The CSM works closely with internal teams including project management, technical implementation, product team, professional services, and sales, helping to improve our offering and grow our business.
What you will be responsible for:
* Develop a trusted relationship with our customers including clinic end users, customer project team, and stakeholders.
* Understand the needs and business objectives of our customers, execute and oversee project timelines, customer adoption, and development of best practices.
* Be the single point of contact for the customer and proactively solve challenges. Work closely with internal teams to resolve issues in a timely manner.
* Work with Account Managers and customers to develop and maintain a customer success plan that outlines the key performance metrics to be achieved with corresponding success metrics.
* Analyze customer success metrics and feedback, assess risks to identify opportunities to improve, and report regularly to customer and Varian leadership.
* Partner closely with internal teams, including project management, product, technical implementation, and professional services teams, and translate business needs, industry trends, and customer requirements to them.
* Support Sales teams in the pre-sales phase and help with customer training when needed.
Succeeding in this position means that you have:
* Experience in customer success management and/or software implementation, customer service, account management, or consulting within a Healthcare Setting.
* The ability to build strong relationships with customers and internally, engage proactively, listen and understand concerns, and provide solutions.
* Ability to see the end-to-end process and to think downstream impacts. You can analyze complex workflows and problem-solve.
* Drive adoption of services and deliver on time. Anticipate risks – both people and process-based – and be proactive in handling them.
* Fluency in French or German and English required.
* Excellent communication and collaboration skills and a passion for delivering an excellent customer experience.
* Willingness to travel to customer sites (up to 20%).
* Bachelor’s degree (or equivalent experience) from a relevant field (e.g., Health Administration, Digital Health, Business) with a minimum of five years of related experience.
* Understanding of oncology or radiotherapy workflows is a plus.
* Prior experience with SaaS products/services is a plus.
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Varian is required to comply with all local and applicable regulations that may be associated with vaccine requirements for certain roles.
Fighting cancer calls for big ideas.
We envision a world without fear of cancer. Achieving this vision takes dedication and commitment from all of us, every single day. That's why we celebrate and value the distinctly beautiful and intersectional identities of each of our employees.
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