SaaS Customer Success Manager, German and French
September 16
Description
• Develop a trusted relationship with our customers including clinic end users, customer project team and stakeholders. • Understand the needs and business objectives of our customers, executes and oversees project timeline, customer adoption and development of best practices. • Be the single point of contact for the customer and proactively solve challenges. • Work closely with internal teams to resolve issues on a timely manner. • Work with Account Managers and customers to develop and maintain customer success plan that outline the key performance metrics to be achieved with corresponding success metrics. • Analyze customer success metrics and feedback and assess risks to identify opportunities to improve. • Report regularly to customer and Varian leadership. • Partner closely with internal teams, including project management, product, technical implementation and professional services teams, and translate business needs, industry trends and customer requirements to them, and engage actively in helping our internal teams to improve our SaaS solutions. • Support Sales teams in pre-sales phase and helps with customer training when needed.
Requirements
• Experience in customer success management and/or software implementation, customer service, account management or consulting within Healthcare Setting. • Build strong relationships with customer and internally, engage proactively, listen and understand concerns and provide solutions. • Ability to see end-to-end process and to think downstream impacts. • You are able to analyze complex workflows and to problem solve. • Drive adaption of services and deliver on time. • Anticipate risks – both people and process based – and be proactive in handling them. • Fluent in French and English required, German also preferred • Excellent communication and collaboration skills and passion for delivering excellent customer experience. • Willingness to travel to customer sites (up to 20%). • Understanding of oncology or radiotherapy workflows is a plus. • Prior experience with SaaS products/services is a plus.
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