Field Customer Success Lead (m/f/d)

Field Customer Success Lead (m/f/d)

• Deep engagement with all customer stakeholders to provide direct customer feedback on the OlySense solution including needed fixes, enhancements, feature requests, and performance.
  - Serve as the primary consultant for OlySense support as needed in the areas of case coverage, basic troubleshooting, product usage, and customer training.
  - Identify customer’s organizational goals and success metrics to build a plan how OlySense can support in meeting customer objectives.
  - Provide and demonstrate specific OlySense ecosystem value to the customer, document in success plans, and lead business reviews on a regular basis with customer stakeholders.
  - Drive and track adoption and utilization of the OlySense ecosystem platform within the customer's environment.
  - Responsible for account management and ensuring high levels of customer satisfaction enabling sustained subscription contract renewals and preventing customer churn.
  - Proactively identify and manage incremental OlySense upselling and expansion opportunities within accounts.
  - Be the customer's advocate and point of contact for post-sales support including customer onboarding, user training, application and product support, and service assistance.
  - Become the Subject Matter Expert (SME) for the OlySense solutions and knowledgeable with customer-specific implementation and IT connectivity and integration designs.
  - Frequent communication of customer feedback and account status to direct manager through an established account review cadence.
  - Identify the entire Olympus account team and collaborate frequently to understand the customer environment and identify and support cross-Business Units opportunities within the account.
  - Work closely with internal Sales, Marketing, R&D, Support, Billing, and other technical teams to ensure an exceptional customer experience and address any customer concerns.
  - Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
  - Share best practices and customer feedback with team members to improve the quality, effectiveness, and efficiency of our products and processes.
• BA/BS or appropriate relevant on-the-job experience may be considered a substitute for minimal educational requirement.
  - 5 years direct client management experience in enterprise software solutions.
  - 5 years of experience working within SaaS solutions environments preferred.
  - Experience preferred from Customer Success Management and/or Supply Chain Management consulting.
  - Executive presence. Comfort with ambiguity and C-level communication.
  - Strong account management, client service, and/or management consulting experience.
  - Handled difficult customer situations and escalations.
  - An interest in leveraging Information Technology to reach business objectives and after-sales and supply chain management.
  - Experience from working with aftermarket applications such as forecasting, planning, field service, price management, etc.
  - Excellent communication skills and problem-solving skills required.
  - Strong aptitude for technical software products and/or experience with hospital IT-related technologies preferred.
  - Experience in hospital endoscopy department and/or clinical environment preferred.
  - Experience in analyzing data to identify trends preferred.
  - Experience in interacting with a diverse cross-functional team.
  - Ability to internalize technical concepts, products, and services.
  - Highly competent at building and maintaining meaningful relationships with customers to help support the business.
  - Always maintains a calm, cool demeanor in the face of difficult challenges.
  - Highly motivated, disciplined/self-starter with ability to work independently as well as thrive within a team environment.
  - Possesses the ability to get their point across quickly and effectively.
  - Able to multi-task/manage time effectively to produce superior results.
  - Can successfully resolve conflict with both internal and external customers.
  - Successful at influencing people and organizations to move away from established methods of conducting business to innovative ideas and approaches.
  - Breaks down silos by building bridges with all necessary constituents to achieve a desired outcome/reach consensus.
  - Ability to travel to customer locations (up to 80% at times) by plane and/or car for customer meetings, case observations, tradeshows, and other events.
• Flexible working hours, remote work possible (up to 60%)
  - 30 days of holidays per year
  - Modern office and an inspiring working environment
  - Employee restaurant with live cooking and healthy food (subsidized)
  - Public transport ticket (100% subsidized) or free parking space
  - Company sport groups and an in-house company gym
  - Employee Assistance Program to support your health, mental and emotional well-being
  - A comprehensive company pension scheme
  - Company medical officer and vaccination offers
  - Childcare through our ‘Buttje&Deern’ partner
  - Bike leasing

About Olympus

Valuing diverse perspectives and lifestyles is one of our core values. We would therefore like to encourage all people to apply – regardless of gender, restrictions, nationality, ethnic and social origin, religion, world view, age as well as sexual orientation and identity.