主要工作职责:
1. 客户互动: 通过强大的关系建立、利益相关者参与和主动沟通，管理关键客户组合。持续并主动推动整个组织的用户采用率。培训客户用户使用我们的数字产品。
2. 客户满意度: 基于强大的产品和行业知识，成为客户的值得信赖的顾问。随着时间的推移，建立并巩固强大的客户关系，确保持续性和长期合作，同时建立参考客户库。通过深入了解客户的使用场景，推动账户的增长和留存。识别客户账户中的风险，并推动内部行动计划以消除这些风险。
3. 利益相关者管理: 密切监控成功指标，并与罗氏附属公司和客户定期进行业务回顾，讨论战略举措并与每个客户的成功标准保持一致。通过将深思熟虑的反馈带回产品和工程团队，充当客户的代言人，推动产品和服务的改进和演进。与罗氏在中国的附属公司（诊断/制药）建立关系并紧密合作，以与他们的客户账户管理方法保持一致。
4. 沟通与协作: 运用出色的沟通技巧传播***实践和产品更新。与跨职能内部团队（包括销售、服务交付、市场营销、支持和产品管理）有效协作和沟通。
5. OneRoche: 在所有客户互动中充当OneRoche数字产品和罗氏的大使，保持***水平的专业精神和服务。
6. 出差: 根据业务需求，前往客户或罗氏站点出差（最多50%）。
7. 主管指派的其他任务。
8. 合规性： 遵循罗氏所有合规要求，包括但不限于罗氏信息安全、罗氏商业行为、罗氏竞争法互动对话、罗氏安全健康环境等，合法合理开展业务活动。
基本任职资格:
1. **教育背景与专业资格**:
- 计算机科学或相关领域的学士学位或以上学历。研究生学历（如理学硕士或相关领域的高等学位）优先。
- 在医疗保健领域的客户成功、账户管理或相关客户-facing职位上有3年以上经验。
- 有成功管理客户组合的记录，从培训到整个客户生命周期，并有超越客户期望的历史。
- 出色的沟通、时间管理和组织能力，注重细节。
- 在客户留存、客户满意度和账户续约方面有达成或超越目标的成功记录。
- 对医疗保健有扎实的了解，并有与医院信息系统互动的经验。
- 必须有与外部合作伙伴合作的经验。
- 出色的沟通者——能够与利益相关者和客户交流，解释技术和解决方案。
- 通过理解和共情，成为解决客户问题的倡导者。能够识别有助于客户成功的技术方面。
- 创新、注重细节，并在压力和挑战性环境中表现出色。
- 积极、主动的态度；必要时能够在很少指导的情况下独立工作。
- 流利的英语和普通话口语和书写能力。
Job Summary职位概述:
As a Customer Success Expert/Consultant, you will be a key member of a go-to-market team reporting to the Lead of Healthcare Consulting, China Strategy. You will work across the Roche Pharma and Dia organizations to bring to key hospital stakeholders a compelling vision, practical solution definition, and value proposition to realize in-hospital integrated patient journey solutions within an ecosystem to deliver personalized care driven by data, analytics and technology, ultimately leading to better patient outcomes and healthcare system efficiencies.
Customer Success Expert/Consultant is responsible for engaging with a portfolio of customers post-implementation to ensure that they are successful in adopting and using our products. You will be focused on effectively onboarding your customers, 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 China Strategy, 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 China DIA/Pharma to provide a seamless customer experience. You will develop 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.
Main Tasks & Responsibilities主要工作职责 :
1. Customer Engagement: 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. Train customers’ users on our digital products.
2. Customer Satisfaction: 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. 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
3. Stakeholder Management: 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. 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 Product & engineering team. Build relationships and partner closely with our China Roche affiliates (DIA/Pharma), to align with their customer account management approach
4. Communication & Collaboration: Use excellent communication skills to disseminate best practices and product updates. Collaborate and communicate effectively with cross-functional internal teams including sales, service delivery, marketing, support and product management.
5. OneRoche: Serve as an ambassador of OneRoche Digital Products and Roche in all customer interactions, maintaining the highest level of professionalism and service
6. Travel: Travel (up to 50%) to customer or Roche sites to support business needs.
7. Other projects or tasks assigned by line manager
主管指派的其他任务
8. Conduct business in full compliance including but not limited to Roche Secure, Roche Behavior in Business, Roche Competition Law Interactive Dialogues, Roche Safety, Security Health and Environmental Protection
遵循罗氏所有合规要求，包括但不限于罗氏信息安全，罗氏商业中的行为，罗氏竞争法互动对话，罗氏安全健康环境等，合法合理开展业务活动
Basic Requirements of the Job基本任职资格:
Education & Qualifications教育背景与专业资格:
1. Bachelor's Degree or above in Computer Science or related field. A postgraduate qualification (e.g. MSc; or higher degree qualification in a relevant area) would be desirable
2. 3+ years of experience in Customer Success, Account Management, or related customer-facing positions in healthcare domain
3. Proven track record of successfully managing a portfolio of accounts, from training and throughout the customer lifecycle, with a history of exceeding customer expectations
4. Outstanding communication, time management and organizational skills with strong attention to detail
5. Successful track record in reaching or exceeding goals in customer retention, customer satisfaction, and account renewals
6. Solid knowledge of healthcare and experience interacting with Hospital Information Systems
7. Must have experience collaborating with external partners;
8. Excellent communicator - able to speak with stakeholders and customers to explain technology and solutions.
9. Be a champion in solving customer’s problems by understanding & empathizing. Ability to identify the technical aspects that can contribute to our customer’s success.
10. Innovative, detail-oriented, and effective in stressful and challenging environments.
11. Positive, self-starter attitude; can work independently with little direction when necessary
12. Fluent in both speaking and writing English and Mandarin.