Customer Success Manager-Northeast

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    "ExternalDescriptionStr": "<div style=\"font-style: normal; font-weight: 400; margin: 0px; padding: 0px;\"><div style=\"margin: 0px; padding: 0px;\"><p style=\"margin-left: 0px;\"><span>Job Description&nbsp;</span></p></div><div style=\"margin: 0px; padding: 0px;\"><p style=\"margin-left: 0px;\"><span>POSITION SUMMARY &nbsp;</span></p></div><div style=\"margin: 0px; padding: 0px;\"><p style=\"margin-left: 0px;\"><span>The Customer Success Manager is tasked with leading proactive customer engagements, fostering exceptional customer lifetime value, and driving positive outcomes in customer health, retention, and advocacy within their territory. This territory-based role requires the CSM to act as a trusted advisor, conducting regular cadence calls, customer onsite visits, annual business reviews, and tailored customer success plans.  Their knowledge of the company's applications, resources, and tools, combined with their expertise in clinical and business domains, enables them to surpass key performance metrics in customer health, retention, and growth.&nbsp;</span></p></div><div style=\"margin: 0px; padding: 0px;\"><p style=\"margin-left: 0px;\"><span>The Customer Success Manager is responsible for securing customer renewals, supporting customer orders (non-subscription), and raising CS qualified opportunities for subscription expansion.  The ideal candidate will be highly analytical, data-driven, decisive, organized, disciplined, collaborative, strategic, practical, creative, and innovative. Strong problem-solving skills, adaptability, and the ability to multi-task are a must.  &nbsp;</span></p></div><div style=\"margin: 0px; padding: 0px;\"><p style=\"margin-left: 0px;\"><span> &nbsp;</span></p></div><div style=\"margin: 0px; padding: 0px;\"><p style=\"margin-left: 0px;\"><span>PRIMARY RESPONSIBILITIES – &nbsp;</span></p></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><i><span>Become the strategic partner for your assigned clients, addressing their goals and recommending proven best practices that maximize their desired outcomes.</span></i><span>&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Regularly review and provide customer health data to identify trends and opportunities and actively address and avoid risks.&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Provide internal communications regarding customer’s configuration, usage information, satisfaction of the system.&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Establish and conduct proactive recurring cadence calls with customers that accelerate the adoption of best practice solutions aligned with customer goals and objectives.&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>As the account quarterback, establish and supervise the customer’s adoption, sustainment, and optimal utilization of Censis’s products and services to continually drive incremental value.  Guide the customer to the appropriate internal Censis resources available.&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Schedule proactive on-site visits with customers to foster relationships and better understand each customer’s unique environment.&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Create and conduct annual Business Reviews with customer leadership teams to drive impactful partnership discussions, align on their vision for continuous improvement, understand key business challenges, and deliver value messaging.&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Execute contract renewal management workflows, working with our internal teams and external customers to ensure timely renewals. &nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Build and maintain clinical and technical knowledge expertise.  Knowledgeable about the workflow solutions and benefits of Censis applications.&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Actively support funnel growth by generating qualified CS leads based on customer evidence. &nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Actively update required CRM systems and follow cross-functional standard workflows.&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Be a client advocate, while keeping Censis values and initiatives in mind. &nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><p style=\"margin-left: 0px;\"><span>REQUIREMENTS/QUALIFICATIONS &nbsp;</span></p></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>3 years or relevant experience in Sterile Processing Lead or Educator roles, ideally with Censitrac super-user experience.&nbsp;</span></p></li></ul></div></div><div style=\"font-style: normal; font-weight: 400; margin: 0px; padding: 0px;\"><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Bachelor’s degree or equivalent work experience required.&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>CCSVP or higher certification, or able to attain in the first 6 months in role.&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Experience with interacting with stakeholders in the sterilization, hospital hygiene or operating room fields.&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Ability to diagnose complex issues, comprehend the full breadth of services, blend them into practical solutions that meet our clients’ needs, and articulate them across multiple disciplines  &nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Excellent organizational skills, a high degree of adaptability and the ability to anticipate and respond to changing priorities.&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Strong communication skills (oral and written) and the ability to use them at several organizational levels. Solid presentation, communications and influencing skills, demonstrated through all forms of communication.&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Strong analytical, commercial and digital literacy such as Excel, Sharepoint, Oracle, Salesforce.com, and CRM tools&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><ul><li><p style=\"margin-left: 0px;\"><span>Available to travel approximately 30% of the time&nbsp;</span></p></li></ul></div><div style=\"margin: 0px; padding: 0px;\"><p style=\"margin-left: 0px;\">&nbsp;</p></div></div>",
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    "CorporateDescriptionStr": "<p style=\"box-sizing: border-box;margin: 0px 0px 10px;\"><span style=\"box-sizing: border-box;\"><b>Fortive Corporation Overview</b></span></p>\n<p style=\"box-sizing: border-box;margin: 0px 0px 10px;\">Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.</p>\n<p style=\"box-sizing: border-box;margin: 0px 0px 10px;\">We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.</p>\n<p style=\"box-sizing: border-box;margin: 0px 0px 10px;\">We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.&nbsp;</p>\n<p style=\"box-sizing: border-box;margin: 0px 0px 10px;\">At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.&nbsp;</p>\n<p style=\"box-sizing: border-box;margin: 0px 0px 10px;\">At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.&nbsp;</p>\n<p style=\"box-sizing: border-box;margin: 0px 0px 10px;\">At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.</p>\n<p style=\"box-sizing: border-box;margin: 0px 0px 10px;\">Fortive: For you, for us, for growth.</p>",
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