Associate Customer Success Manager (Remote)

The Associate Customer Success Manager is the primary, customer-facing role responsible for helping customers achieve their strategic objectives and extract maximum value from their investment in the Stryker Vocera portfolio. They will drive solution adoption post-deployment for defined customers, support retention and expansion of our solutions alongside account executives and serve as a customer consultant.

In this role you will establish and maintain relationships with client executives and champions, ensuring that activities are to the customers defined success metrics. They will proactively engage with customers to develop an understanding of customers’ business objectives and be able to identify and articulate how our solution supports the achievement of those goals, driving increased volume and breakthrough performance throughout the customer life cycle. The Associate CSM is responsible for understanding the ‘health’ of our customers, ensuring they grow into solution advocates.

What you will do:

• Manage the relationship with large book of designated customers with cadenced check-ins.
• Provide guidance to enhance current systems and anticipate future needs, ensure prompt issue resolution, coordinate necessary resources, lead communications, and document statuses, risks, and opportunities.
• Understand each customer’s unique goals, challenges, and requirements and identify improvement opportunities and recommend solutions.
• Track customer usage and engagement, creating and sharing regular reports on customer health and progress on a monthly or pre-defined basis
• Share suggestions of the Stryker solution system design, deployment, administration as well as end user training.
• Provide guidance and advice to customers on how to maximize the value of their investments.
• Anticipate the customers’ needs and propose alternate solutions to resolve technical and organizational challenges which slow the rate of expansion.

What you need:

Required:

• Bachelor’s degree
• 2+ years of relatable work experience required preferably in customer success, account management or related field
• Demonstrated account management or healthcare IT experience, presenting technical or clinical workflow concepts

Preferred:

• Experience building and maintaining customer relationships through all phases of the system implementation lifecycle
• Technical understanding of databases, wireless networking, mobile voice clients, system administration, and distributed systems architectures

$72,600 – $112,800 salary plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.