Senior Manager Customer Success

Contenuto del lavoro

Joining Intuitive Surgical means joining a team dedicated to using technology to benefit patients by improving surgical efficacy and decreasing surgical invasiveness, with patient safety as our highest priority.

Primary Function Of Position

The Senior Manager, Customer Success is responsible to manage and lead the EMEA Customer success team. This includes organizing, prioritizing and managing the activities of the team to guide customers toward long-term success with their robotics program. Build out the organizational structure, the communication channels and goals (including defining short and long-term goals) of customer success in EU. The Customer Success team will have a strong influence on the Services department strategy and priorities the leader of the group needs to be proactive with suggestions and objectives for the EU services group. Implement processes that allow the customer become self-sufficient by using Intuitive’s current digital tools and develop new technologies and resources from external companies and other parts of Intuitive. Continuously improve the customer experience by championing opportunities and ideas that will improving customer satisfaction.

Roles And Responsibilities

• Lead a group of Customer Success Program Managers (CSPM) who ensure customers are leveraging all services and resources effectively throughout the customer lifecycle.
• Identify and drive departmental goals in line with corporate goals.
• Build a strong team culture in line with ISI company culture.
• Have the responsibility for recruitment, employee training and development plans, performance and salary reviews.
• Monitor staffing requirements to ensure adequate resources are in place to effectively support daily operations and satisfy customer needs.
• Manage the prioritization/intake/workload of customers into the customer success program; align with Sales and senior management in Sales, Marketing and Service as to which customers these are.
• Regularly assess how an organization’s sales, marketing and service departments work together to deliver seamless customer service
• Lead and advise on process improvements that enhance operational efficiencies at customer site
• Build collaborative working relationships with the sales leadership team and use them to resolve any conflict or mis-alignment that occurs.
• Lead and participate in cross-functional projects that focus on business decisions and developments
• Develop long term strategy, plans, including capacity and solutions to meet complex customer requirements
• Ensure a solid business partnership with key internal departments, including Customer services, Sales & Marketing, Finance, Logistics, Regulatory & Quality,
  

Required Knowledge, Skills, And Experience

We’re looking for a natural leader with high energy and one that is focused on delivering excellent customer service and business support. Someone who can inspire a multicultural team through highly effective communication and individual development opportunities. The ability to support business growth and drive organizational changes with a collaborative and solution based approach is a must

• More than 10 yrs. of experience working internationally in sales, marketing or a similar Customer Success role, preferably in the medical device or healthcare industry.
• Understanding of the robotic surgery business and its drivers is key
• Ability to cross-collaborate, indirectly influence and obtain alignment with key stakeholders is essential.
• Experience (min. 5 years) successfully leading and developing a team of professionals.
• Have developed new leaders from a team of direct reports
• Demonstrated ability in Project Management and Process Improvement or demonstrate the ability to lead complex multi-stakeholder projects with sequential activities and deadlines across multiple stakeholders.
• Independently and effectively manages budgets and resources.
• Experience in leading complex or high-level strategic assignments or developing new or improved services.
• Excellent oral and written communication skills in English, fluency in at least one other European language desired.
• Ability to participate and contribute to meetings with Company Executives, and present to large audiences.
• Excellent interpersonal skills, with sensitivity to complex organizational structures, varying cultures, and potentially conflicting goals. Comfort working with both internal and external customers
• Occasional travel may be required
  

Shift : Shift 1 - Day

Travel : No

214141