As an individual contributor and a customer advocate, you will serve as the corporate and customer/facility point of contact - managing surgical solution escalations, providing reporting, and driving initiatives to ensure best in class service delivery for the
NOTE: This is a non-sales related opportunity.
Your role:
As a customer advocate, you will communicate the business plan to our stakeholders, providing a link between the tasks and responsibility of field teams, and supporting initiatives to promote higher field productivity with a common objective of customer satisfaction. Own and direct company strategy and outcomes, through the deployment of our customer success strategy to win over clients.
Manage relationships with customers while working with your sales colleagues to lead the change from an operating paradigm centered on break-fix to one focused on customer solutions. Promote compliance, and operational performance, driving accountability using metrics and analytics. Create and encourage initiatives to change when necessary to maximize productivity, effectiveness, and the successful execution of contractual obligations.
Use cross-functional cooperation and collaboration to identify growth opportunities while managing risk, while driving productivity and managing the international business's financial performance.
Be responsible for training & educationplanning, including customer-facing contact, international business plans alignment and engagement, and accountability for ensuring successful completion and a positive customer experience.
Act as a point of contact for customer feedback, support, concerns, or questions, providing a warm handoff to responsible parties, as applicable. This also includes monitoring compliance and post sales monitoring and escalation.
Partner with our customers for the entire sales life cycle; identify strategies to drive customer success, including process and data improvement initiatives to promote adoption, optimization, and customer retention.
Ensuring software upgrades are current (not more than one version behind) and that key strategic documents are established and updated, including current state device and clinical applications, upgrade roadmap, customer value proposition and follow-up value confirmation, engagement with international business plans, internal documents and education plan completed.
Increase overall customer satisfactory across assigned health systems.
Promote and drive an ease of doing business to ensure growth and continued partnership.
You're the right fit if:
You’ve acquired 3+ years of customer facing experience within healthcare and with routine client interaction as a customer success or equivalent history of increasing customer satisfaction, adoption, and retention required in medical devices business (required); in addition to, 3+ years’ experience in Sales or post-sales experience and understanding of Healthcare surgical equipment (strongly preferred)
Your skills include proficiency in MS Office (PowerPoint skills are a must); comfortable facilitating meetings, as well as creating and delivering presentations to key stakeholders.
You have a Bachelor’s degree (required).
You’re an excellent communicator (listening, presenting, concise verbal skills) and collaborator with strong interpersonal skills (build and maintain strong relationships). You are also a well-organized multi-tasker, skilled at working with tight deadlines, establishing priorities, using sound judgement to make decisions and find solutions, and take initiative to diffuse tense situations if needed. Must be flexible on working hours to mirror customer time zones (if needed) and be able to travel to customer locations as needed*
You’re a strong team player but still a self-starter, no one needs to push you to excel; You’re experience with multi cultural environments strongly preferred and with Impeccable written and verbal communication skills in English.
About EEC Medical
We are a medical technology company. We commit to develop, manufacture and distribute advanced innovative technologies to enable the medical professionals to improve their performance and the clinical outcomes.
