Customer Success Manager

Resmed is a company focused on improving health through innovative technology. They are seeking a Customer Success Manager who will drive customer satisfaction, product adoption, and retention by managing relationships with enterprise software customers.

Responsibilities:

• Manage a group of enterprise software customers, keeping them engaged and using ResMed products, with the goal of maximizing value, growing business, building customer loyalty and reducing churn
• For new customers, on-board through supporting usage and driving adoption of the product, with the aim of delivering value as soon as possible. Ensure customers are set-up for long-term success with ResMed
• For existing customers, scale adoption of ResMed solutions and services to meet enterprise business needs and identify upsell and cross-sell opportunities
• Combining a strong understanding of ResMed software with customer workflows and their environment, triage requests by gathering requirements and effectively communicating needs and considerations
• Requests may include upgrades, enhancements, post-adoption / maintenance projects or escalating technical issues as needed to facilitate rapid resolution
• Proactively analyze and understand customer’s data, trends, and behaviors, identifying possible challenges and opportunities for expansion revenue. Understand and be responsible for customer health
• Work closely with the broader Professional Services team (sales and implementation) to partner on pre-sales and delivery activities
• Use technical expertise and effective communication skills to share information with relevant stakeholders, such as new product and release information, as well as project and status updates
• Collaborate with customers and ResMed commercial teams to integrate client feedback and experience into decisions on commercial strategies, products, and service offerings to improve client usability, satisfaction, and loyalty

Requirements:

• Demonstrated technical aptitude with the ability to quickly understand and navigate complex enterprise software; experience with healthcare technology and sleep lab environments is considered a strong asset
• University degree or College diploma in a relevant discipline or equivalent experience
• Minimum 3-5 years of account management or success management experience in a technology environment, med-tech environment preferred
• Minimum 3 years' experience contributing to a customer success model
• Proven success in growing existing accounts and relationships, providing quantifiable new value within the customer lifecycle
• Strong and polished professional communication skills (phone, email, in-person)
• Ability to plan, prioritize and effectively manage tasks to achieve objectives
• Detail oriented with excellent analytical and problem-solving skills
• Demonstrated ability to deal with situations where information is difficult to obtain, complex or ambiguous
• Strong team player as well as an individual contributor
• Excellent interpersonal skills, outgoing energetic personality
• Attend training annually or as required on protecting personal data
• A passion for understanding and learning data, and new technology systems
• Travel required must have a valid passport