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Midmark Corporation · 8 hours ago

Manager,Customer Success

Dayton, OH

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Midmark Corporation is seeking a Real-Time Location System (RTLS) Customer Success Manager to ensure the long-term success of healthcare systems using their RTLS solutions. This role involves building strong customer relationships, driving customer engagement, and ensuring customer satisfaction and retention while identifying opportunities for product adoption and expansion within key accounts.

Health CareManufacturingMedical Device

Comp. & Benefits

Responsibilities

Build strong, long-term customer relations within multiple departments and ensure customer satisfaction, retention, and growth within assigned accounts

Utilize sales and negotiation skills to help expand the footprint of RTLS application within existing accounts

Drive customer engagement for referenceability, case studies, webinars, and voice of customer for platform development and testing. Partner with internal teams to drive customer satisfaction and positive referenceability among existing strategic accounts and relationships

Understand and shape client’s goals for the Midmark RTLS platform within their enterprise while identifying opportunities to drive value through product adoption, best practice sharing, and engagement with Success Coach and Clinical Education team

Develop ongoing success plans and stakeholder mapping to ensure alignment, product adoption, customer loyalty, and buy-in for product offering within account

Act as clients’ escalation path and provide oversight of sales and service interactions; maintain pulse of our product/brand’s perceived performance in client’s environment; serve as the voice of the customer to receive and interpret feedback to internal teams while proactively looking for ways to continuously improve the customer experience

Proactively organize and lead regular face-to-face client review meetings with healthcare provider champions and stakeholders including periodic roadmap discussions and executive business reviews

Identify client needs/issues and assess/define solutions or resolutions in coordination with internal Midmark RTLS teams to continually delight them with a positive, customer-centric attitude

Coordinate and lead, as necessary, activities across internal teams and with channel system integrators to cultivate client success

Identify, promote, and help lead continuous improvement opportunities across the continuum of processes and technologies which impact the value of the Midmark RTLS solution

Attend trainings and team/regional/corporate meetings as needed

Qualification

Customer relationship managementHealthcare industry knowledgeRTLS experienceProblem-solving skillsNegotiation skillsProject managementContinuous improvementCommunication skillsInterpersonal skillsTime management

Required

Four-year college degree required

Minimum of 3 years (5+ years preferred) working in the healthcare industry with in-depth knowledge of healthcare systems' organizational design

Prior business development, customer relationship management, or healthcare consulting experience desired

Prior experience with RTLS strongly desired

Knowledge and awareness of Midmark RTLS products, solutions, and services, along with emerging trends and technologies in the healthcare industry

Ability to identify client needs/issues and assess/define solutions or resolutions in coordination with internal Midmark RTLS teams

Knowledge of medical industry, healthcare information systems, and in-depth knowledge of healthcare systems' organizational design

Understanding of operational and clinical workflows and key performance indicators

Experience navigating and communicating effectively across health system stakeholders

Goal oriented, focused, dedicated and driven

Must be highly motivated and enthusiastic while demonstrating ability to make decisions and maintain a professional demeanor under pressure while responding to evolving priorities

Ability to establish rapport, trust and confidence with clients, internal teams, and peers

Excellent communication (verbal and written) skills and strong interpersonal skills to communicate at any level of the organization

Willing and able to address escalated client issues with urgency and speed

Ability to develop creative strategies and move them to initiatives and successful delivery

Attention to detail and ability to multi-task

Ability and willingness to travel frequently

Understanding of principles for continuous improvement

Ability to work with little or no direct supervision, time management