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Customer Success Manager

San Francisco Bay Area

At Motic Digital Pathology, we drive the adoption of digital solutions by making slide scanners and software-based pathology technology approachable for hospitals and labs everywhere. Our solutions connect doctors to make better clinical decisions every day, automate diagnostic procedures to expand service capacity at hospitals, and deliver specialist expertise to patients in even the most remote places.

As Customer Success Manager, you’ll be managing 20-25 of our clients – driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. Your portfolio will include some of Motic’s top healthcare customers.

What You'll Do:

  • Partner with our clients to deliver predictable outcomes and experiences for their clients and predictable growth
  • Represent Motic as a product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities
  • Delivering and communicating ROI for our clients, throughout the customer lifecycle
  • Being the trusted partner for the customer on use-case and product functionality
  • Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) suitable for a diverse set of constituents from senior executives to application end users
  • Build relationships with key stakeholders in the customer’s organization to enable a great customer experience and capture any concerns from a commercial perspective.
  • Serve as an important source for information regarding the customer’s business needs and provide customer feedback to Product Management, Sales, and Marketing.
  • Partner internally with Account Executive to identify areas of potential cross-sell and upsell opportunities and ensure non-event renewals.

Required Skills:

  • BS or Equivalent 
  • Ideally 3+ years of experience in Customer Success
  • Sufficient experience in driving success with complicated products and have high degree of technical knowledge (You should love getting into the weeds to solve for technical challenges that your customers are facing and answer first-level technical questions on Motic)
  • Understanding of Customer Success concepts, best practices, and execution strategies
  • Detailed understanding of best practices for Enterprise CRM systems and experience with complex IT deployments
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Possesses the ability to interface with C-level executives to drive program strategy and ROI
  • Ability to create structure in ambiguous situations and design effective processes
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)

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