Customer Success Manager
Genentech, Inc
Tokyo
4 日前

Possible Locations : Japan Travel is up to 50% is required Who We Are At Roche, we are passionate about transforming patients’ lives, and we are bold in both decision and action - we believe that good business means a better world.

That is why we come to work every single day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all.

We do this today to build a better tomorrow. Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills.

Embracing diversity enables us to create a great place to work and to innovate for patients. We are looking for candidates with a deep understanding of modern SaaS architecture to help build a software business from the ground up, and with the ability to influence the solution.

This position will have many opportunities for growth. In addition, this team will get to work side by side with a team of world-class healthcare providers and researchers who want to impact global healthcare delivery.

The Opportunity You will be focused on driving strong adoption from the onset, and maximizing customer satisfaction, growth and retention.

This requires a deep understanding of each customer’s use cases and desired outcomes. You act as the voice of the customer internally within RIS, advocating for your customers by bringing back feedback from the field to our product and engineering teams.

You will work in tandem with our Roche colleagues in each country to provide a seamless customer experience. The Customer Success Manager develops relationships with a wide range of stakeholders within the laboratory or hospital, both technical and commercial.

As a trusted adviser and coach to the customer, you continuously articulate value and support your customers with achieving their desired outcomes Job Facts This is a newly created role and the successful candidate will have the opportunity to shape the remit of the team as it evolves.

  • Your main responsibilities will include : Manage a portfolio of key customers through strong relationship-building, stakeholder engagement, and proactive communication;
  • Work consistently and proactively to drive user adoption across the organization; Closely monitor success metrics and conduct regular business reviews with Roche affiliates and customers to discuss strategic initiatives and align with each customer’s success criteria;
  • Use excellent communication skills to disseminate best practices and product updates; Serve as an advocate for your customers in driving the improvement and evolution of our products and services by bringing thoughtful feedback back to the RIS team;
  • Be a trusted advisor for your customers, based on strong product and industry knowledge; Establish and build strong customer relationships over time that allow for continuity and ongoing partnership, as well as building a catalog of reference customers;
  • Build relationships and partner closely with our Roche counterparts in each country and region, to align with their customer account management approach;
  • Provide application services for customers on the use of RIS products; Drive growth and retention of accounts through deep understanding of your customers’ use cases;
  • Identify risks within customer accounts and drive internal action plans to eliminate those risks; Collaborate and communicate effectively with cross-functional internal teams including sales, service delivery, marketing, support and product management;
  • Serve as an ambassador of RIS and Roche in all customer interactions, maintaining the highest level of professionalism and service.

    Shape the future roadmap of the business by investigating new technology, accessing competitors and ensure that our digital capabilities are always ahead and at the forefront.

    Travel (up to 50%) to customer or Roche sites to support business needs. Who You Are We are looking for a RIS Customer Success Manager, who will be responsible for engaging with a portfolio of customers post-implementation to ensure that they are successful in adopting and using our products.

    Moreover you bring : Education Looking for individuals who are innovative, demonstrate initiative, and capable of functioning independently toward clear business objectives with limited direct guidance.

  • Demonstrate Digital Readiness Mindset, System Thinking & Customer Centricity Motivated, able to work independently, proactively and Efficiently in a fast paced and changing environment You have a sense of responsibility in order to achieve the company's objectives, while respecting its vision and values Experience : 3+ years of experience in Customer Success and or 5+ years Account Management, or related customer-facing positions;
  • Deep understanding of healthcare informatics domain (eg. EMR, LIS, HIS or PACS) in one or more of the following roles : account management, software consulting, project management;
  • SaaS experience a plus; Solid knowledge in healthcare business intelligence, enterprise analytics, enterprise performance management;
  • Successful track record in reaching or exceeding goals in customer retention, customer satisfaction, and account renewals;
  • Solid knowledge of healthcare and experience interacting with Hospital Information Systems; Solid knowledge of public healthcare sector affairs, public healthcare insurance system and experience interacting with public healthcare service providers is a plus;
  • Business level of English communication skills is essential; Qualities : Looking for individuals who are innovative, demonstrate initiative, and capable of functioning independently toward clear business objectives with limited direct guidance.

    Demonstrate Digital Readiness Mindset, System Thinking & Customer Centricity Motivated, able to work independently, proactively and Efficiently in a fast paced and changing environment You have a sense of responsibility in order to achieve the company's objectives, while respecting its vision and values Mindset You will be expected to demonstrate the We RD dimensions and help evolve the functions culture beliefs and bring We RocheDiagnostics to life, as part of the TransformD journey.

    The dimensions are : We are passionate about our customers and patients We radically simplify We trust, collaborate & have fun We ALL lead We experiment & learn Are you ready to apply?

    We want someone who thinks beyond the job offered - someone who knows that this position can be a unique opportunity to shape the future of Diagnostics.

    Locations You can be based in : Japan At the Company's discretion, an exception to the location requirement could be made under extraordinary circumstances.

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