Field Customer Success Lead (m/f/d)

Your Responsibilities

• Deep engagement with all customer stakeholders to provide direct customer feedback on the OlySense solution including needed fixes, enhancements, feature requests, and performance.
• Serve as the primary consultant for OlySense support as needed in the areas of case coverage, basic troubleshooting, product usage, and customer training.
• Identify customer’s organizational goals and success metrics to build a plan on how OlySense can support in meeting customer objectives.
• Provide and demonstrate specific OlySense ecosystem value to the customer, document in success plans, and lead business reviews on a regular basis with customer stakeholders.
• Drive and track adoption and utilization of the OlySense ecosystem platform within the customer’s environment.
• Responsible for account management and ensuring high levels of customer satisfaction enabling sustained subscription contract renewals and preventing customer churn.
• Proactively identify and manage incremental OlySense upselling and expansion opportunities within accounts.
• Be the customer’s advocate and point of contact for post-sales support including customer onboarding, user training, application and product support, and service assistance.
• Become the Subject Matter Expert (SME) for the OlySense solutions and knowledgeable with customer-specific implementation and IT connectivity and integration designs.
• Frequent communication of customer feedback and account status to direct manager through an established account review cadence.
• Identify the entire Olympus account team and collaborate frequently to understand the customer environment and identify and support cross-Business Units opportunities within the account.
• Work closely with internal Sales, Marketing, R&D, Support, Billing, and other technical teams to ensure an exceptional customer experience and address any customer concerns.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
• Share best practices and customer feedback with team members to improve the quality, effectiveness, and efficiency of our products and processes.

Your Qualifications

• BA/BS or appropriate relevant on-the-job experience may be considered a substitute for minimal educational requirement.
• 5 years direct client management experience in enterprise software solutions.
• 5 years of experience working within SaaS solutions environments preferred.
• Experience preferred from Customer Success Management and/or Supply Chain Management consulting.
• Executive presence. Comfort with ambiguity and C-level communication.
• Strong account management, client service, and/or management consulting experience.
• Handled difficult customer situations and escalations.
• An interest in leveraging Information Technology to reach business objectives and after-sales and supply chain management.
• Experience from working with aftermarket applications such as forecasting, planning, field service, price management, etc.
• Excellent communication skills and problem-solving skills required.
• Strong aptitude for technical software products and/or experience with hospital IT-related technologies preferred.
• Experience in hospital endoscopy department and/or clinical environment preferred.
• Experience in analyzing data to identify trends preferred.
• Experience in interacting with a diverse cross-functional team.
• Ability to internalize technical concepts, products, and services.
• Highly competent at building and maintaining meaningful relationships with customers to help support the business.
• Always maintains a calm, cool demeanor in the face of difficult challenges.
• Highly motivated, disciplined/self-starter with the ability to work independently as well as thrive within a team environment.
• Possesses the ability to get their point across quickly and effectively.
• Able to multi-task/manage time effectively to produce superior results.
• Can successfully resolve conflict with both internal and external customers.
• Successful at influencing people and organizations to move away from established methods of conducting business to innovative ideas and approaches.
• Breaks down silos by building bridges with all necessary constituents to achieve a desired outcome/reach consensus.
• Ability to travel to customer locations (up to 80% at times) by plane and/or car for customer meetings, case observations, tradeshows, and other events.

Your Benefits

• Flexible working hours, remote work possible (up to 60%).
• 30 days of holidays per year.
• Modern office and an inspiring working environment.
• Employee restaurant with live cooking and healthy food (subsidized).
• Public transport ticket (100% subsidized) or free parking space.
• Company sport groups and an in-house company gym.
• Employee Assistance Program to support your health, mental and emotional well-being.
• A comprehensive company pension scheme.
• Company medical officer and vaccination offers.
• Childcare through our ‘Buttje&Deern’ partner.
• Bike leasing.

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