Customer Success Manager

Please note we plan to hire for this role in the near future. Any applications to this job posting are to express interest in possible future openings (no current role is open). Due to this being an expression of interest, there may be a delay in hearing back from our recruiting team.

Customer Success Managers drive an elevated level of customer satisfaction, successful product use, software expansion and customer retention. Using their consultative mindset and collaborative nature, they are responsible for developing & maintaining existing customer relationships while leading the customer to full adoption and value-realization of ResMed products.

Let’s talk about Responsibilities.

• Manage a group of enterprise software customers, keeping them engaged and using ResMed products, with the goal of maximizing value, growing business, building customer loyalty and reducing churn.

  • For new customers, on-board through supporting usage and driving adoption of the product, with the aim of delivering value as soon as possible. Ensure customers are set-up for long-term success with ResMed.

  • For existing customers, scale adoption of ResMed solutions and services to meet enterprise business needs and identify upsell and cross-sell opportunities.

• Combining a strong understanding of ResMed software with customer workflows and their environment, triage requests by gathering requirements and effectively communicating needs and considerations

  • Requests may include upgrades, enhancements, post-adoption / maintenance projects or escalating technical issues as needed to facilitate rapid resolution.

• Proactively analyze and understand customer’s data, trends, and behaviors, identifying possible challenges and opportunities for expansion revenue. Understand and be responsible for customer health.

• Work closely with the broader Professional Services team (sales and implementation) to partner on pre-sales and delivery activities.

• Use technical expertise and effective communication skills to share information with relevant stakeholders, such as new product and release information, as well as project and status updates.

• Collaborate with customers and ResMed commercial teams to integrate client feedback and experience into decisions on commercial strategies, products, and service offerings to improve client usability, satisfaction, and loyalty.

Let’s talk about Qualifications and Experience

• Demonstrated technical aptitude with the ability to quickly understand and navigate complex enterprise software; experience with healthcare technology and sleep lab environments is considered a strong asset.

• University degree or College diploma in a relevant discipline or equivalent experience

• Minimum 3-5 years of account management or success management experience in a technology environment, med-tech environment preferred.

• Minimum 3 years’ experience contributing to a customer success model.

• Proven success in growing existing accounts and relationships, providing quantifiable new value within the customer lifecycle.

• Strong and polished professional communication skills (phone, email, in-person)

• Ability to plan, prioritize and effectively manage tasks to achieve objectives.

• Detail oriented with excellent analytical and problem-solving skills.

• Demonstrated ability to deal with situations where information is difficult to obtain, complex or ambiguous.

• Strong team player as well as an individual contributor

• Excellent interpersonal skills, outgoing energetic personality

• Attend training annually or as required on protecting personal data.

• A passion for understanding and learning data, and new technology systems.

• Travel required must have a valid passport.