The Senior Manager, Customer Success will play a key role in planning Customer Success's strategy. This role is tasked with working with the team to achieve goals focused on customer satisfaction and timeliness of software adoption. Provides feedback and suggestions to support and product development. Ideal candidate should demonstrate a strong ability to lead a team, work cross-functionally, develop strategy independently and be able to adapt to a changing environment.

Key Areas of Responsibility:

• Develop, motivate, mentor, Lead & manage the customer success team and develop and implement strategies that will improve software adoption, customer satisfaction, and cross-sell opportunities.
• Collaborate & facilitate the coordination of internal cross functional teams to resolve complex problems for customers.
• Lead cross-functional process improvement efforts in Task Ray.
• Collaborate with Marketing & Product teams on new products, sales promotions and pricing to drive sales growth.
• Vet and distribute success stories and use cases that can be used for case studies, blog posts, and any other marketing objective.
• Ensure customers (primarily executive level contacts) provide feedback through NPS survey regarding their overall satisfaction of their relationship with Sun Nuclear.
• Communicate "voice of the customer" feedback to upper management and help drive strategic initiatives and program improvement.
• Provide regular updates to the Mirion leadership team of customer success on metrics related to customer satisfaction, clinical adoption, etc.
• Ability to forecast and apply strong analytical acumen to identify opportunities and drive success.
  
  

Knowledge, Skills and Abilities:

• Bachelor's degree in business/technology/clinical related discipline required.
• MBA preferred.
• More than five years' experience working for a healthcare technology company or supporting healthcare customers required.
• Proven leadership - of people and process.
• Radiation oncology experience preferred.
• More than 5 years of relevant experience in software services, enterprise software, customer success, and/or critical account management.
• Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.
• Expert in the ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution; and identification of technical escalation points.
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner. Strategic problem solver.
• Excellent organizational skills including the ability to prioritize and multi-task activities across many customers (internal or external) at once.
• Demonstrated ability to establish executive level relationships and engage in conversations that influence higher usage and value from customers.
• Outstanding cross-functional collaboration skills to bring key functional areas together to provide feedback and lead process improvement across departments.
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.
• 25% travel