Client Success Manager, Digital Health Solutions (West)

 

 

With a passion for life

 

Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge we exist to make life-saving technology accessible for more people. To make a true difference for our customers – and to save more lives, we need team players, forward thinkers, and game changers.

Are you looking for an inspiring career? You just found it.

 

 

Job Overview

The T-DOC Client Success Manager is responsible for providing excellent customer support while ensuring KPIs for customer satisfaction and continued business growth are met. The position serves as the primary partner with our existing customers to ensure our product is meeting their needs and enhancing the operation of their sterile processing departments while focusing on customer-focused initiatives. The position influences clinical and non-clinical partners to increase the use of the company’s annual subscription-based platform solutions by applying effective selling skills, in-depth clinical and business expertise and analyzing data for a strategic approach. The T-DOC Client Success Manager is expected to drive success and exceed or achieve sales quota by delivering market share growth and working cross-functionally with Marketing, Service, Finance, and Sales teams. The positions supports the West Area.

 

Job Responsibilities and Essential Duties

• Create and maintain a consultative relationship to becoming a trusted advisor with current client base by understanding the voice of the customer to provide the best solution for their business. Build strong relationships with clinical and non-clinical stakeholders, including Sterile Processing Department (SPD) managers, Operating Room (OR) personnel, and hospital leadership.
• Conduct site visits, wellness calls and Business Reviews to both ensure high engagement and satisfaction with the current solution, along with identifying new opportunities to solve customer needs and challenges.
  • Identify and establish site visits to coordinate and execute assigned implementations of modules, services, and interface for customers and identify opportunities for additional reoccurring revenue through products and services based on customers’ needs and requirements.
  • Manage assigned customers’ renewal of their technical support and upgrade service agreement.
  • Lead current customers in identifying additional solutions to help increase their utilization of T-DOC (interfaces, modules, data cleanup, etc.) and provide excellent customer support while ensuring KPIs for customer satisfaction and continued business growth are met.
  • Lead the remediation and mitigation of customer issues and for at-risk Customers throughout the region.
• Present and demo the patient safety and business benefits of Getinge solutions through individual and committee meeting channels.
• Provide on-site and virtual training tailored specific customer needs, including admin and staff-level sessions.
• Drive ownership and accountability to deliver monthly, quarterly, and yearly metrics and targets.
• Effectively partner with Marketing, Service, Finance and Sales teams to drive customer value by maximizing benefits of the T-DOC product portfolio and providing best-in-class solutions.
  • Lead customer presentations and workshops to showcase T-DOC solutions that address operational challenges and improve efficiency.
• Combat and overcome objections by leveraging product knowledge and value-added selling techniques.
• Build and maintain clinical and technical knowledge expertise.
• Support marketing campaigns by contributing to content creation, including case studies, webinars, and newsletters.
• Conduct quarterly business reviews to assess account health, review key metrics, and discuss future opportunities.
• Monitor account health using the T-DOC Account Health Scorecard, identifying at-risk accounts and implementing strategic action items.
• Provide customer feedback to internal teams (e.g., Production, Engineering, Marketing) to inform product improvement and prioritize customer needs.
• Other duties as assigned.

 

Minimum Requirements

• Bachelor’s Degree or equivalent combination of education and work experience in healthcare IT, SaaS, or medical devices.
• Minimum of 5 years relevant healthcare integration or IT/capital/software sales experience which includes direct selling experience to physicians and hospitals.
• Clinical experience in sterile processing/OR settings.
• Must have a valid driver’s license.