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Director, Global Customer Success

Req ID:  3706

Working Location: MASSACHUSETTS, WESTBOROUGH; California, San Diego; California, San Francisco; PENNSYLVANIA, CENTER VALLEY 

Are you looking for a company that cares about people’s lives and health, including yours? At Olympus, we help make people’s lives healthier, safer and more fulfilling, every day. 
 
Let’s inspire healthier lives, together.

Job Description

As Global Director of Customer Success at Olympus, this role will lead, coach, and empower the CS Team (comprised of Customer Success Managers (CSMs) and Customer Success Operations). The CS team is responsible for helping our customers maximize the value of their use of our product suites and ensure adoption of the implemented solution. This role will also ensure that the CSM team is identifying renewals and growth opportunities at customer sites with the objective of driving incremental revenue for the regions. As the voice of your team, you’ll work closely with leadership and management teams to regularly inform the progress and growth of your customer as well as raise any escalations and solve them through cross functional partnership. You’ll use your previous Customer Success Manager expertise to help your team build world-class relationships and help mentor and shape the next leaders of the organization.

 

The ideal candidate is a strong leader, strategically minded and self-motivated with excellent analytic, facilitation and communication skills (both oral and written).

Job Duties

* Define the vision of World-Class (Red Carpet) Customer Experience. Define the customer journey for our customers and enhance team efficiency through automation.

 

* Oversee and manage Customer Success Managers and Customer Success Specialists - and motivate, inspire and mentor team members to excel, enabling our most senior resources to focus on strategic customer consultation, and junior resources to focus on customer-specific support and requests.

 

* Collaborate with CS Ops, you will refine team operational processes and best practices of the Core Customer Success team to ensure consistent delivery and support for our customer base

 

* Foster a healthy culture of learning, growth, and fun. Set the team up for continued growth by enhancing our Team Lead program to build our leaders of tomorrow

 

* Serve as a point of escalation for team members and customers

 

* Partner closely with Support and Implementation/On-boarding to deliver a positive and seamless experience for our customers. Partner closely with Account Management to support continued customer growth. Partner closely with CX Ops to define and measure project success. Partner with product and engineering to continuously improve products and bring the voice of the customer into the organization

 

* Identify strengths within your team’s portfolio and turn them into growth opportunities.

 

* You will own and manage KPI such as gross retention, opportunity identification for business revenue growth, net promoter score, etc.

 

* We’ll build out a world-class Enterprise Customer Success Team through thoughtful onboarding and continuous cultivation of your direct reports, priming the next leaders within the organization.

 

* Drive true value for customers -- find ways for CSMs to deeply understand our customers’ objectives and become a trusted advisor

 

* Determine how to define, drive, and demonstrate the value (ROI) delivered

 

* Gather feedback from other departments, including Renewals & Expansion, Sales, Services, Support, Product, and others, to improve the customer experience

 

* Drive Alignment with Renewals & Expansion on renewal and up-sell strategy and identify new opportunities to pass onto Sales.

 

* Identify opportunities for continuous improvement. Help foster company-wide culture of Customer Success

Job Requirements

REQUIRED QUALIFICATIONS: 

 

* Bachelor’s degree is required; Master’s or MBA preferred.

 

* Minimum of 10 years of business experience (customer success). Minimum of 5 years of experience in preferably a global role.

 

* Excellent verbal and written communication skills and comfortable presenting to different audiences including experience presenting to Executive Management Teams.

 

* Travel a minimum of 25 % (including international).

 

* Occasional evening and weekend work from home required.

 

* Other projects and duties as necessary and assigned.

 

PREFERRED QUALIFICATIONS:

 

* A good understanding of customer success methodologies and practices including (but not limited to) segmentation, customer journey, and customer health scoring

 

* Commercial experience in renewals and/or upselling

 

* Expertise in user requirement identification, customer input, VOC & market research.

 

* Highly effective at dealing with change and ambiguity as business needs shift responding well under pressure and demonstrating flexibility while ensuring compliance.

We realize work isn’t just a job to you.

It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you.

Olympus is passionate about the solutions it creates for the medical, life sciences, and industrial equipment industries, as well as cameras and audio products. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world.

Olympus’ Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce overall costs, and enhance the quality of life for patients. Olympus’ Medical portfolio includes endoscopes, laparoscopes, and video imaging systems, as well as surgical energy devices, system integration solutions, medical services, and a wide range of endotherapy instruments for endoscopic and therapeutic applications. For more information, visit www.olympus-global.com.

Olympus…True To You. True To Society. True To LIFE.

 

It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.

Posting Notes: || United States (US) || Massachusetts (US-MA) || Westborough || 


Nearest Major Market: Worcester

Job Segment: Market Research, Manager, MBA, Sales Support, Customer Service, Marketing, Management, Sales

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