J&J Family of Companies Customer Success Program Manager in Redwood City, California
Auris Health, Inc., part of the Ethicon, Inc. and Johnson & Johnson family of companies, is recruiting for a Customer Success Program Manager.
Robotics & Digital Solutions is part of Ethicon, Inc., a global leader in surgery with products and solutions found in almost every operating room around the world. Ethicon has made significant contributions to surgery for more than 100 years from creating the first sutures, to revolutionizing surgery with minimally invasive procedures. Our continuing dedication to Shape the Future of Surgery is built on our commitment to help address the world's most pressing health care issues and improve and save more lives. Through Ethicon's surgical technologies and solutions including robotics, digital solutions, sutures, staplers, energy devices, trocars and hemostats and our commitment to treat serious medical conditions like obesity and cancer worldwide, we deliver innovation to make a life-changing impact. For more information, visit www.ethicon.com.
The Customer Success team serves as an internal partner for our Monarch installed base, providing a bridge between the customer and Auris' resources. We're looking for team members who are passionate about, and capable of, working with both internal and external customers to promote the success of our installed base. Success team members partner with the field sales organization and internal teams to begin the customer’s journey with them immediately following the sale, managing an installed base of customers in assigned territory, and focusing on delivering an outstanding experience for Monarch customers. We serve as the primary internal advocate for driving and maintaining their long-term customer health and success.
Our team collaborates with multiple internal resources to figure out how to deliver the desired results. Strong candidates will be masters in proactive customer-facing communication and relationship management, and steadfast in their pursuit of highly satisfied customers. We are a team with the ability to embrace a challenge while keeping the presence of mind to have fun along the way!
Key Responsibilities: • Organize and execute an outstanding onboarding experience for purchased Auris robotic platforms • Conduct periodic business reviews with customers to deepen relationships, increase satisfaction, acquire feedback, and increase understanding of how to maintain positive customer health, experience, and success • Monitor customer health metrics, identify needs and help drive actions to improve customer health • Provide value-based messaging to continuously plot the course for strong justification of service contract renewals, and partner with their service renewal counterparts to help ensure a smooth transition from Warranty to contracted support. • Partner with sales, training, clinical engineering, product management, service teams, marketing, and others to understand customer goals, and encourage their utilization and adoption of the Monarch platform. • Utilize available business systems to schedule, maintain, and track all customer interactions to ensure customer goals are being met • Work cohesively with the Sales organization to educate them on all available resources required to ensure customer success. • Provide customer training on self-service tools and resources, to ensure operational efficiency
• B.A./B.S. in business, marketing, or related field required • 5+ years of proven experience in customer relationship management, including Customer Success, Customer Service, Sales, or other customer-centric roles required • Demonstrated desire to continue to learn and grow professionally • Excellent written, oral, and presentation skills • An adaptable disposition and ability to work enthusiastically in a dynamic environment • Demonstrated ability to think strategically, solve problems and use sound judgment required • Proficiency using Salesforce, MS Office required; experience with SAP, Agile, and other business systems common in medical device preferred • Consultative skills, deep domain knowledge, and understand the role service plays in the organization • Passionate about customer success, balancing empathy for the customer with the goals of the business • Highly organized and able to manage multiple projects/tasks simultaneously and effectively prioritize projects and tasks required • Ability to travel international and domestic up to 15% required • Availability to work a shift commensurate with assigned territory across US Time Zones required • While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, type, handle or feel.
The Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.
United States-California-Redwood City-150 Shoreline Dr
Auris Health, Inc. (6267)