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部署・役職名 | Customer Success Manager |
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業種 | |
勤務地 | |
仕事内容 |
You will be focused on driving strong adoption from the onset, and maximizing customer satisfaction, growth and retention. This requires a deep understanding of each customer’s use cases and desired outcomes. You act as the voice of the customer internally within RIS, advocating for your customers by bringing back feedback from the field to our product and engineering teams. You will work in tandem with our Roche colleagues in each country to provide a seamless customer experience. The Customer Success Manager develops relationships with a wide range of stakeholders within the laboratory or hospital, both technical and commercial. As a trusted adviser and coach to the customer, you continuously articulate value and support your customers with achieving their desired outcomes. Role and Responsibilities Manage a portfolio of key customers through strong relationship-building, stakeholder engagement, and proactive communication; Work consistently and proactively to drive user adoption across the organization; Closely monitor success metrics and conduct regular business reviews with Roche affiliates and customers to discuss strategic initiatives and align with each customer’s success criteria; Use excellent communication skills to disseminate best practices and product updates; Serve as an advocate for your customers in driving the improvement and evolution of our products and services by bringing thoughtful feedback back to the RIS team; Be a trusted advisor for your customers, based on strong product and industry knowledge; Establish and build strong customer relationships over time that allow for continuity and ongoing partnership, as well as building a catalog of reference customers; Build relationships and partner closely with our Roche counterparts in each country and region, to align with their customer account management approach; Provide application services for customers on the use of RIS products; Drive growth and retention of accounts through deep understanding of your customers’ use cases; Identify risks within customer accounts and drive internal action plans to eliminate those risks; Collaborate and communicate effectively with cross-functional internal teams including sales, service delivery, marketing, support and product management; Serve as an ambassador of RIS and Roche in all customer interactions, maintaining the highest level of professionalism and service. Shape the future roadmap of the business by investigating new technology, accessing competitors and ensure that our digital capabilities are always ahead and at the forefront. Travel (up to 50%) to customer or Roche sites to support business needs. |
応募資格 |
【必須(MUST)】 Education:Bachelor’s degree required, preferably in business administration, IT or a technical discipline; Working experience as a healthcare service provider will be an added advantage; Knowledge of Lean Practices will be an added advantage; Experience: 3+ years of experience in Customer Success, Account Management, or related customer-facing positions; Solid knowledge in healthcare business intelligence, enterprise analytics, enterprise performance management; Successful track record in reaching or exceeding goals in customer retention, customer satisfaction, and account renewals; Deep understanding of healthcare informatics domain (eg. EMR, LIS, HIS or and health informatics integration and interoperability, such as FHIR) in one or more of the following roles: account management, software consulting, project management; Solid knowledge of public healthcare sector affairs, public healthcare insurance system and experience interacting with public healthcare service providers; Business level of English, Japanese and Korean communication skills is essential; Fluent in Chinese is a plus; Implementation experience of successfully deployed and supported enterprise-scale, web applications in the cloud will be an added advantage; Proven Partnership ecosystem development and collaboration experience collaborating with external partners will be an added advantage; Qualities: Looking for individuals who are innovative, demonstrate initiative, and capable of functioning independently toward clear business objectives with limited direct guidance. Demonstrate Digital Readiness Mindset, System Thinking & Customer Centricity Motivated, able to work independently, proactively and Efficiently in a fast paced and changing environment You have a sense of responsibility in order to achieve the company's objectives, while respecting its vision and values Locations You can be based in: Tokyo, Japan or Seoul, Korea 【歓迎(WANT)】 With experience both in Japan market and Korea market |
アピールポイント | 自社サービス・製品あり 外資系企業 女性管理職実績あり 上場企業 従業員数1000人以上 シェアトップクラス 2年連続売り上げ10%以上UP 創立30年以上 年間休日120日以上 産休・育休取得実績あり 教育・研修制度充実 |
受動喫煙対策 | 喫煙室設置 |
更新日 | 2024/07/03 |
求人番号 | 3411394 |
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