Customer Success Manager (Remote)

Stryker is a medical technology company offering the Vocera portfolio to healthcare customers. The Customer Success Manager drives post-deployment solution adoption, helps customers achieve strategic objectives, supports retention and expansion, and builds long-term relationships with client executives and champions. The role also manages customer health, issue resolution, reporting, training, renewals, and upselling opportunities.

Responsibilities:

• Manage the relationship with designated customers by providing guidance to enhance current systems and anticipate future needs
• Ensure prompt issue resolution, coordinate necessary resources, lead communications, document statuses, anticipate risks and opportunities
• Understand each customer's unique goals, challenges, and requirements and identify improvement opportunities and recommend solutions
• Track customer usage and engagement, creating and sharing regular reports on customer health and progress
• Build expertise with the Stryker solution system design, deployment, administration as well as end user training
• Provide guidance and advice to customers on how to maximize the value of their investments
• Anticipate the customers’ needs and propose alternate solutions to resolve technical and organizational challenges which slow the rate of expansion
• Monitor contract renewals, identify upselling opportunities, and ensure a high renewal rate

Requirements:

• Bachelor's degree required
• Minimum 4 years of relatable work experience required in customer success, account management or related field
• Healthcare industry experience with knowledge of clinical operations, patient care workflows, healthcare technology, or health system organizational structures
• Experience building and maintaining customer relationships through all phases of a technical system implementation lifecycle
• Strong communication skills with the proven ability to use technology to present concepts and articulate business value and return on investment
• Technical expertise with databases, wireless networking, mobile voice clients, system administration, and distributed systems architectures