Customer Success Manager

Job DetailsJob Location: Miami, FL 33126(Must be located in Palm Beach County)

About Centella 

World Class Account Executives. Dedicated Engineers. Inspired Leadership. Centella has over 50 years of reliable and trusted service in the advanced health care technology space. Through expert guidance, exceptional service, and enduring relationships, we empower our customers to be the life-saving – and life-changing – heroes that South Florida needs. 

 

Description 

The Customer Success Manager (CSM) is a customer-facing role that drives the success of strategic customer relationships, delivering customer-centric solutions and ensuring ongoing engagement within key accounts. The CSM manages the high-value client relationships while overseeing the effective implementation and management of assets and service solutions, acting as the primary Centella point-of-contact within a key account. This role is responsible for demonstrating value through the customer life cycle and leading customer success initiatives from onboarding to long-term support within all areas of business needs. This hybrid-role combines multiple-discipline responsibilities from Portfolio Management, Relationship Management, Asset Management, Implementation Management, & Project Management. The CSM must be a trusted advisor to our key customers and internal teams, ensuring customer success by developing strategic outcomes aligning with both Centella and customers’ needs. 

 

Key Roles: 


Portfolio Management: Maintain and offer expert knowledge on the Portfolio Centella has with key accounts, to include pre-installed/installed Equipment and Service Agreements. 
Relationship Management: Build and maintain authentic relationships with key customer stakeholders by developing cadences of customer-facing engagements and understanding customer roles. 
Asset Management: Keep track of all removed, current, and future Equipment within Centellas’ customer portfolio & understand the functionalities and coverage deliverables of each asset. Monitoring equipment utilization and service metrics, ensuring optimal performance of assets. 
Implementation Management: Lead the implementation of equipment and services, product rollout, and service optimizations. 
Customer Success Management: Strategic partner fostering a customer-centric culture, ensuring customers achieve desired outcomes and obtain maximum ROI from Equipment and Centella services. 


Main Duties and Responsibilities 


Provide comprehensive customer success management for the HTS portfolio and account relationships. Coordinate services. Track service performance and ensure equipment services are completed in collaboration with service teams. 
Manage post-sales activities, collaborating and liaising between internal and external teams. CSAM must support activities from all internal and external stakeholders throughout the customer’s life cycle. 
Responsible for developing and maintaining relationships within key accounts, facilitating communication with cross-functional Centella teams and customers. 
Establish a regular cadence of engagements with key account stakeholders to systematically review and address service issues, needs, and ongoing concerns. 
Oversee and manage the implementation of Healthcare Technology Equipment and Services within Health Systems in collaboration with Centella teams. 
Design and maintain a customer playbook to include an onboarding guide, key customer engagement guide, key account metrics, and effective workflow processes. 
Conduct Customer Business Reviews to the stakeholders of a Health System, providing a high-level overview of key performance metrics on deliverables, as well as equipment service, cost analysis, and project updates.
Demonstrating to stakeholders the ROI of Centella’s service deliverables and upkeeps. 
Identify and design service solutions, resolving customer issues and optimizing workflows, between Centella and accounts having an extensive portfolio.
Documenting all customized service solutions to facilitate workflows between Centella and Customer proactively.
Participation in strategic customer input sessions to identify and drive key solutions for customer success. (i.e., operations budgeting, asset management, capital planning & procurement, KPI goal alignment, etc.) 
Proactively address issues to ensure smooth workflow processes, mitigating potential risks of customer complaints and churn. 
Ensure customer satisfaction to generate growth and provide sales and service departments with leads on new opportunities. 
Deliver value through the creation of a customer life-cycle strategy and annual operating rhythm that incorporates maintenance, inventory, asset utilization, capital planning, and overall key performance metrics review. 


HTS Responsibilities 



Key Accounts Implementation: 



Responsible for onboarding and implementing Centella Healthcare Techno