Customer Success Program Manager

Intuitive; Belgique; Sur place; EUR 65 000 - 90 000; Plein temps

Résumé du poste

Intuitive in Belgium seeks a Customer Success Program Manager to guide customers toward long-term operational success by onboarding, educating on best practices, and enabling self-sufficiency with Intuitive's digital tools.

This role drives internal customer advocacy, aligns cross-functional teams, and monitors outcomes to ensure lasting value for hospital customers. Occasional travel may be required as you build relationships across departments.

Qualifications

• Bachelor's degree or relevant work experience is required.
• 5–10 years of experience in account management, sales, marketing or a similar Customer Success role, preferably in the medical device or healthcare industry.
• Strong relationship-building, strategic thinking and cross-functional collaboration.
• Project management and process improvement skills.
• Experience with MS Office, SAP ERP, CRM systems (Salesforce.com, Gainsight) is a plus.
• Fluent in French and English; other European languages are a plus.

Responsabilités

• Manage onboarding process for selected Intuitive customers and ensure effective utilization throughout the lifecycle.
• Become an expert of Intuitive Ecosystem offerings to provide solutions for hospital stakeholders' needs.
• Ensure cross-functional collaboration for proactive support of Tier 1 Accounts with leadership, sales, marketing, contracts, finance, and services teams.
• Monitor outcomes to ensure long-term success and prevent bottlenecks impacting hospital performance.
• Advocate for customer needs and coordinate with internal teams to resolve challenges.
• Support customers to reach milestones and business outcomes by monitoring program utilization and risks.
• Use CRM systems to track interactions and provide visibility to Sales and Shared Services.
• Monitor customer health dashboards and coordinate actions with stakeholders.
• Identify areas for process improvements to boost operational efficiency at customer sites.
• Lead internal support for customers and product launches, educating teams on resources and best practices.

Connaissances

Relationship building

Strategic thinking

Project management

Cross-functional collaboration

Communication skills

Presentation skills

Analytical skills

Independent work

Advocacy

MS Office

SAP ERP

CRM systems

Salesforce

Gainsight

French (FR)

English (EN)

Formation

Bachelor's degree or relevant work experience

Outils

MS Office Suite

SAP ERP

Salesforce.com

Gainsight

Description du poste

Primary Function of Position:

The Customer Success Program Manage is responsible for guiding customers toward long-term operational success by increasing efficiencies through onboarding, educating on best practices. S/He will help customers become self-sufficient by using Intuitive' s digital tools and resources. In addition to these significant customer-facing activities, the Customer Success Program Manager plays an active role in internal customer advocacy, driving transparency with cross-functional teams, connecting internal and external touchpoints and monitoring outcomes to ensure long-term success for our customers.

Roles and Responsibilities:

• Manage the successful onboarding process for selected Intuitive customers by ensuring they are leveraging all services and resources effectively throughout the customer lifecycle.
• Become an expert of the Intuitive Ecosystem offerings and services so as to provide relevant solutions to fit the different Hospital stakeholders' unmet needs
• Ensure cross-functional collaboration for proactive support of the Tier 1 Accounts through interactions with the Leadership Team, Sales, Marketing, Contract & Tenders Department, Finance, Field Services Engineers, SRS, Genesis, etc...
• Monitor outcomes to ensure long-term success for our customers and prevent potential bottlenecks impacting on the overall hospitals' performance.
• Serves as an advocate, championing customer needs and collaborating with internal teams to ensure resolution of challenges
• Support customers to reach key milestones and business outcomes by monitoring program utilization to identifying risks and improvement opportunities.
• Utilize Customer Success business systems to track, maintain and schedule all customer interactions, to ensure all customer milestones are being met, and provide visibility to Sales and Shared Services
• Monitor customer Health dashboard and coordinate actions with key stakeholders.
• Coordinate the activities with internal teams, including sales, Marketing, Contract & Tender, training, SRS, Genesis, Account Receivable, field service and digital services. Identify areas of improvement and potential bottlenecks.
• Help to identify process improvements that enhance operational efficiencies at customer site. Ensure constant alignment with customers by conducting regular touchpoints and quarterly/strategic business reviews
• Internal support lead for customers and Intuitive resources for new product launches and robotic program implementation.
• Educate Intuitive Sales and shared services teams on available resources and best practices.

Required Knowledge, Skills, and Experience:

• Bachelor's degree or relevant work experience is required
• 5-10 yrs. of experience in account management, sales, marketing or a similar Customer Success role, preferably in the medical device or healthcare industry.
• Natural ability to build strong relationships, maintain a positive attitude and has the ability to think strategically
• Project Management and Process Improvement skills
• Comfortable working within a matrix environment and influence management
• Demonstrated ability to work cross-functionally
• Excellent oral and written communication skills and proficient in creating and delivering effective presentations.
• Natural ability to build strong relationships, maintain a positive attitude and be self-motivated.
• Excellent interpersonal skills, with sensitivity to complex organizational structures, varying cultures, and potentially conflicting goals. Comfort working with both internal and external customers
• Proactive analytic skills and a passion for problem solving.
• Ability to think strategically and use good judgement.
• Ability to work independently in a dynamic in a fast-paced environment.
• Enjoys playing an active role in internal customer advocacy
• Experience in MS Office Suite required. Working knowledge of SAP ERP and CRM systems, Salesforce.com and Gainsight a plus.
• Fluency in French (Native preferred) and English, any other European language an asset.
• Occasional travels may be required

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

U.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees who are nationals from countries currently on embargo or sanctions status.

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