Program Director, Customer Success

Req ID: 8905

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. 

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.

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 engagement and operational efficiency.
Matrix Leadership Experience: Proven experience in a matrixed leadership role within a global organization, effectively leading process improvement teams and self-managed work teams to achieve organizational goals.
Financial Acumen: Proficient in interpreting financial reports and utilizing financial analysis to inform strategic business decisions that positively impact organizational performance.
Customer Management Expertise: Demonstrated success in managing and growing relationships with complex customers, including those with diverse product portfolios and global reach.
Industry Knowledge and Process Improvement: Ability to leverage industry insights to identify and implement process improvements that enhance service delivery and customer satisfaction.
Benchmarking Skills: Knowledgeable in benchmarking client operations and experiences against internal and external standards to drive performance and service enhancements.
Change Management: Proven ability to adapt to changing environments and provide effective change management guidance to team members and stakeholders.
Strategic Decision-Making: Skilled in making data-driven decisions based on financial and economic analysis to align with corporate strategic objectives.
Solution Facilitation: Capable of facilitating solutions in complex technology and business environments, ensuring alignment between customer needs and organizational capabilities.
Customer Retention and Presentation Skills: Proven proficiency in customer retention strategies, coupled with strong presentation and communication skills to articulate value propositions effectively.
Resource Alignment: Expertise in aligning internal resources to meet customer requirements and deadlines, ensuring timely and successful project delivery.

Why join Olympus?

We offer a holistic employee experience supporting personal and professional well-being through meaningful work, equitable offerings, and a connected culture.

Equitable Offerings you can count on:

Competitive salaries, annual bonus and 401(k)* with company match
Comprehensive medical, dental, vision coverage effective on start date
24/7 Employee Assistance Program
Free live and on-demand Wellbeing Programs
Generous Paid Vacation and Sick Time
Paid Parental Leave and Adoption Assistance*
12 Paid Holidays
On-Site Child Daycare, Café, Fitness Center**

Connected Culture you can embrace:

Work-life integrated culture that supports an employee centric mindset
Offers onsite, hybrid and field work environments
Paid volunteering and charitable donation/match programs
Diversity Equity & Inclusion Initiatives including Employee Resource Groups
Dedicated Training Resources and Learning & Development Programs
Paid Educational Assistance

*US Only

**Center Valley, PA and Westborough, MA

Are you ready to be a part of our team?

Learn more about our benefit and incentives.

At Olympus, we are committed to Our Purpose of making people’s lives healthier, safer and more fulfilling. As a global medical technology company, we partner with healthcare professionals to provide best-in-class solutions and services for early detection, diagnosis and minimally invasive treatment, aiming to improve patient outcomes by elevating the standard of care in targeted disease states.

For more than 100 years, Olympus has pursued a goal of contributing to society by producing products designed with the purpose of delivering optimal outcomes for its customers around the world.

Headquartered in Tokyo, Japan, Olympus employs more than 31,000 employees worldwide in nearly 40 countries and regions. Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com.

Olympus is dedicated to building a diverse, inclusive and authentic workplace

We recognize diversity in people, views and lifestyle choices and emphasize the importance of inclusion and mutual respect. We strive to continue to foster empathy and unity in the workplace so that our employees can fully contribute and thrive.

Let’s realize your potential, together.

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.

Applicants with Disabilities:

As a Federal Contractor, Olympus is committed to ensuring our hiring process is accessible to everyone. If you need an accommodation in order to complete the application or hiring process, please contact Olympus via email at OCAAccommodations@olympus.com. If your disability impairs your ability to email, you may call our HR Compliance Manager at 1-888-Olympus (1-888-659-6787).

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

Nearest Major Market: Worcester
Job Segment: Program Manager, Manager, Business Process, CRM, Management, Customer Service, Technology

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