Senior Customer Success Manager

ResMed has always applied the best of technology to improve people's lives. Now our SaaS technology is fueling a new era in the healthcare industry, with dynamic systems that change the way people receive care in settings outside of the hospital–and tools that work every day to help people stay well, longer. We have one of the largest actionable datasets in the industry, creating a complete view of people as they move between care settings. This is how we empower providers–with vital insight to deliver the care people need, right when they need it.

We're also ensuring that our health solutions connect to other companies' networks. Because when objectives align, everyone wins. And as we work today to drive better care and lower costs, we're developing more personalized solutions for tomorrow, utilizing machine learning, intelligent care paths, and predictive protocols. If you are an innovator who wants to make an impact we want to talk to you! We have exciting opportunities supporting Brightree by ResMed and MatrixCare by ResMed!

The primary role of Customer Support function is to provide exceptional customer service, sales and marketing support via different channels of communication. Key deliverables include addressing customer enquiries related to ResMed products, services, warranty, order processing, data entry and resolving general complaints. Identifying sales opportunities associated with customer enquiries. Providing first line technical and clinical assistance and escalating the issue to relevant teams for timely resolution.

This is a remote position based in the US.

Let’s talk about Responsibilities

• The primary objective of Account Services specialization within Customer Support as a Job Family is to plan and oversee enterprise level support and service activities for company products and services for a designated client or group of clients.
• Key responsibilities include: ensures quality service and operational performance within parameters of program and delivery standards, develops client relationship and understanding of client business and products installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs.
• Act as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues, collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.
• Performs work in a specialized area of expertise that requires knowledge of fundamental themes, principles and concepts. Typically requires a university degree or equivalent work experience.
• Responsibilities might include:
  
  (1) Performing routine professional-based activities (early in career)
  
  (2) Contributing to and managing projects (mid-career)
  
  (3) Providing advice/direction in primary areas of expertise (specialist and expert)
  
  (4) Leveraging professional expertise and relationships to contribute to strategy and drive business results (principal)relationships to contribute to strategy and drive business results (principal)
• Networks with senior internal and external personnel in own area of expertise.
• May lead the work of project teams and will often formally train junior staff.
   

Let’s talk about Qualifications and Experience

Preferred:

• Bachelor’s degree.
• Minimum of 5 years of related experience.
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees receive fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks