Program Director, Customer Success

Working Location: MASSACHUSETTS, WESTBOROUGH 

Workplace Flexibility: Hybrid

 

For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling. ​​

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Every day, we live by our philosophy, True to Life, by advancing medical technologies and elevating the standard of patient care so people everywhere can fulfill their desires, dreams, and lives.

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Our five Core Values empower us to achieve Our Purpose: 

 

Patient Focus, Integrity, Innovation, Impact and Empathy. 

 

Learn more about Life at Olympus.

 

**Please note: All correspondence will be sent from our Olympus domain (@Olympus.com). If you receive correspondence from an entity other than @Olympus.com, it is likely not legitimate.

 

 

Job Description

Olympus is seeking an experienced Global Customer Success Program Director to lead and support our digital products' customer success initiatives. This pivotal role will be responsible for developing and executing strategies that drive customer satisfaction, retention, and growth. The ideal candidate will have a strong background in customer success, particularly in the medical or digital health technology sectors, and will excel in a fast-paced, innovative environment.
 

Job Duties

• Develop and implement a global customer success strategy tailored to Olympus’ ESE Solutions offerings.
• Develop methods from tracking customer health metrics and usage patterns
• Establish and monitor key performance indicators (KPIs) to track the success and efficiency of the customer success program.
• Collaborate with Head of Sales Operations, regional customer success managers and specialists, ensuring alignment with company goals and customer needs.
• Collaborate product and engineering teams to develop capabilities to track utilization and opportunities for end user efficiencies
• Collaborate with the product development team to relay customer feedback and contribute to the product roadmap.
• Partner with Enablement teams to help develop customer onboarding, training, and support programs to ensure customers derive maximum value from digital products.
• Collaborate with Head of Sales Ops and local SBCs to implement strategies to improve customer retention rates, reduce churn, and identify upsell and cross-sell opportunities.
• Work closely with sales, marketing, and product teams to identify and address customer pain points and opportunities for product improvement.
• Drive customer advocacy by identifying and nurturing potential references, case studies, and testimonials.
• Ability to analyze data and feedback from the field to provide actionable next steps

Job Qualifications

Required:

• Bachelor’s degree in Business, Healthcare, or a related field; Master’s degree preferred
• Minimum of 10 years working in account management or equivalent role. Minimum of 2 years of Industry related experience required.
• Minimum of 5-8 years experience in a customer success, revenue operations, or customer operations role. ·
• Minimum of 5 years’ proven success in a senior leadership role within customer success, account management, or similar.
• This role will work across global time zones and work may occur outside of traditional business hours
• Up to 60% travel, domestic and international

Preferred:

• Analytical and Problem-Solving Skills: Exceptional analytical abilities with experience leveraging data and analytics to drive performance improvements and strategic initiatives.
• AI and Technology Proficiency: Strong understanding of AI technologies and their applications in CRM, including machine learning, natural language processing, and predictive analytics, to enhance customer engage