Senior Customer Success Manager- Eastern US

Fluke Biomedical Corporation; North Carolina; On-site; USD 99,000 - 184,000; Full time

Job summary

Fluke Biomedical Corporation seeks a Sr. Customer Success Manager to engage proactively with customers, ensuring exceptional value and outcomes. The role demands strong communication skills and a strategic approach to managing partnerships. Ideal candidates will have expertise in sterile processing and a proven ability to solve complex problems, supporting customers in achieving their goals.

Qualifications

• 3 years relevant experience in ITS solutions.
• Censitrac super-user experience preferred.
• CCSVP certification must be attained within 6 months.

Responsibilities

• Lead proactive customer engagements to deliver exceptional lifetime value.
• Review customer health data and address risks.
• Conduct annual business reviews with customer leadership.

Skills

Problem-solving

Communication

Adaptability

Analytical skills

Education

Bachelor's degree

Tools

Excel

Salesforce.com

Job description

Position Summary:

The Sr. Customer Success Manager is tasked with leading proactive customer engagements for the top segment of customers, delivering exceptional customer lifetime value, and positive outcomes in customer health, growth, and advocacy within their territory. This role covers expanded geographic regions and requires the Sr. CSM to act as a trusted advisor with both site level and IDN level contacts, developing deep relationships through demonstrated domain expertise, high quality customer interactions, onsite visits, annual business reviews, and strategic IDN growth plans. Their knowledge of the company's applications, resources, and tools, combined with their expertise in clinical and business domains, enables them to surpass key performance metrics in customer health and territory growth.

The Sr. Customer Success Manager is responsible for nurturing expanded customer partnership opportunities, supporting customer orders (non-subscription) and delivering on-time renewals. The ideal candidate will be highly motivated with exceptional communication and executive presence, demonstrated consultative approach, collaborative, strategic, practical, creative, and innovative. Strong problem-solving skills, adaptability, and the ability to tackle complex challenges are a must.

Primary Responsabilities:

• Become the strategic partner for your assigned clients, addressing their goals and recommending proven best practices that maximize their desired outcomes.
• Regularly review and provide customer health data to identify trends and opportunities and actively address and avoid risks.
• Provide internal expertise regarding ideal customer workflows and industry trends.
• Establish and conduct proactive site and IDN level touchpoints to optimize results and guide standardization conversations.
• As the account quarterback, establish and supervise the customer’s adoption, sustainment, and optimal utilization of Censis’s products and services to continually drive incremental value.Guide the customer to the appropriate internal Censis resources available.
• Act collaboratively with regional selling team to harness and expand success at the IDN level and territory level.
• Schedule proactive in-person visits with customers to foster relationships with key personas and expand awareness of customer’s unique environments.
• Create and conduct annual Business Reviews with customer leadership teams to drive impactful partnership discussions, align on their vision for continuous improvement, understand key business challenges, and deliver value messaging.
• Execute contract renewal management workflows, working with our internal teams and external customers to ensure timely renewals.
• Build and maintain clinical and technical knowledge expertise. Act as a subject matter expert both internally and externally about the workflow solutions and benefits of the Censis application.
• Actively support funnel growth by generating qualified CS leads based on customer evidence.
• Actively update required CRM systems and follow cross-functional standard workflows.
• Be a client advocate, while keeping Censis values and initiatives in mind.

Requirements/ Qualifications

• 3 years or relevant experience with ITS solution in Sterile Processing Educator or Leadership roles, ideally with Censitrac super-user experience.
• Bachelor’s degree orequivalent work experience required.
• CCSVP or higher certification, or able to attain in the first 6 months in role.
• Excellent working knowledge of ITS solutions, benefits, and clinical use cases.
• Demonstrated examples supported by data back evidence delivering improved SPD outcomes in areas of key performance such as Productivity, Throughput, Quality, or another relevant example.
• Experience with interacting and leveraging stakeholders in the sterilization, hospital hygiene or operating room fields.
• Ability to diagnose complex issues, comprehend the full breadth of services, blend them into practical solutions that meet our clients’ needs, and articulate them across multiple disciplines
• Excellent organizational skills, a high degree of adaptability and the ability to anticipate and respond to changing priorities.
• Excellent communication skills (oral and written) and the ability to use them at several organizational levels. Solid presentation, communications and influencing skills, demonstrated through all forms of communication.
• Strong analytical, commercial and digital literacy such as Excel, Sharepoint, Oracle, Salesforce.com, and CRM tools
• Available to travel approximately 30% of the time

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Censis

Censis, the first company to engineer a surgical asset management system that tracks down to the instrument and patient levels, has continually set the standards for the sterile processing industry.From the beginning, Censis has recognized the vital connection between perioperative innovation and efficiency, unparalleled customer care and improved operational performance. By continuing to invest in technology, ease of integration, education and support, Censis provides solutions that empower hospitals and healthcare providers to stay compliant and ahead of healthcare’s rapidly changing environment. With Censis, you’re positioned to start ahead and stay ahead, no matter what the future holds.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [e-mail].

Pay Range
The salary range for this sales position (inclusive of sales incentives/commissions in local currency) is 99100 - 184000