Your responsibilities

• Deep engagement with all customer stakeholders to provide direct customer feedback on the OlySense solution including needed fixes, enhancements, feature requests and performance.
  
  • Serve as the primary consultant for OlySense support as needed in the areas of case coverage, basic troubleshooting, product usage and customer training.
  • Identify customer’s organizational goals and success metrics to build a plan how OlySens can support in meeting customer objectives.
  • Provide and demonstrate specific OlySense ecosystem value to the customer, document in success plans, and lead business reviews on a regular basis with customer stakeholders.
  • Drive and track adoption and utilization of the OlySense ecosystem platform within the customers environment.
  • Responsible for account management and ensuring high levels of customer satisfaction enabling sustained subscription contract renewals and preventing customer churn.
  • Proactively identify and manage incremental OlySense upselling and expansion opportunities within accounts.
  • Be the customers advocate and point of contact for post-sales support including customer onboarding, user training, application and product support, and service assistance.
  • Become the Subject Matter Expert (SME) for the OlySense solutions and knowledgeable with customer specific implementation and IT connectivity and integration designs.
  • Frequent communication of customer feedback and account status to direct manager through and established account review cadence.
  • Identify the entire Olympus account team and collaborate frequently to understand the customer environment and identify and support cross-Business Units opportunities within the account.
  • Work closely with internal Sales, Marketing, R&D, Support, Billing, and other technical teams to ensure an exceptional customer experience and address any customer concerns.
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal and account growth.
  • Share best practices and customer feedback with team members to improve the quality, effectiveness, and efficiency of our products and processes.

Your qualification

• BA/BS or appropriate relevant on-the job experience may be considered a substitute for minimal educational requirement.
  
  • 5 years direct client management experience in enterprise software solutions.
  • 5 years of experience working within SaaS solutions environments preferred.
  • Experience preferred from Customer Success Management and/or Supply Chain Management consulting.
  • Executive presence. Comfort with ambiguity and C-level communication.
  • Strong account management, client service and/or management consulting experience.
  • Handled difficult customer situations and escalations.
  • An interest in leveraging Information Technology to reach business objectives and after-sales and supply chain management.
  • Experience from working with aftermarket applications such as forecasting, planning, field service, price management, etc.
  • Excellent communication skills and problem-solving skills required.
  • Strong aptitude for technical software products and/or experience with hospital IT-related technologies preferred.
  • Experience in hospital endoscopy department and/or clinical environment preferred.
  • Experience in analyzing data to identify trends preferred.
  • Experience in interacting with a diverse cross functional team.
  • Ability to internalize technical concepts, products and services.
  • Highly competent at building and maintaining meaningful relationships with customers to help support the business.
  • Always maintains a calm, cool demeanor in the face of difficult challenges.
  • Highly motivated, disciplined/self-starter with ability to work independently as well as thrive within a team environment.
  • Possesses the ability to get their point across quickly and effectively.
  • Able to multi-task/manage time effectively to produce superior results.
  • Can successfully resolve conflict with both internal and external customers.
  • Successful at influencing people and organizations to move away from established methods of conducting business to innovative ideas and approaches.
  • Breaks down silos by building bridges with all necessary constituents to achieve a desired outcome/reach consensus.
  • Ability to travel to customer locations (up to 80% at times) by plane and/or car for customer meetings, case observations, tradeshows and other events.

Your benefits

• Flexible working hours, remote work possible (up to 60%)
  
  • 30 days of holidays per year
  • Modern office and an inspiring working environment
  • Employee restaurant with live cooking and healthy food (subsidized)
  • Public transport ticket (100 % subsidized) or free parking space
  • Company sport groups and an inhouse company gym
  • Employee Assistance Program to support your health, mental and emotional well-being
  • A comprehensive company pension scheme
  • Company medical officer and vaccination offers
  • Childcare through our ‘Buttje&Deern’ partner
  • Bike leasing