Hybrid: Customer Success Manager, RPM
Withings, United States
Job Description
Customer Success Manager - Remote Patient Monitoring
About us:
Withings aims to be the most trusted name in clinical-grade smart health devices. Already the leading innovator of smart scales, our eco system includes blood pressure amp; sleep monitors, thermometers, and health/activity wearables, too. Ergonomic and unobtrusive, Withings devices appeal to the eye, as well as look after the heart. Our intuitive and reliable interfaces make daily check-ups a breeze, and this helps us achieve our most important goal: changing people's lives.
Today our products power a diverse and growing set of health programs centered on disease prevention and healthy habits - whether its Remote Patient Monitoring (RPM), clinical research, or chronic disease management, Withings has dedicated solutions that provide the richest array of accurate, real-world data, thanks to our complete ecosystem connected devices and data connectivity options, and our remote patient monitoring platform.
About the role:
We are looking for a Customer Success Manager to support our partners of Withings Remote Patient Monitoring solution. Withings Remote Patient Monitoring is a platform that enables healthcare providers to remotely collect and analyze patient and participant data using Withings devices.
Reporting to the Head of Remote Patient Monitoring, the Customer Success Manager will help our partners learn how to use the Withings RPM solution to run their RPM program or study, share training and best practices, be the first point of contact to root out any issues that may occur, and be responsible for growth of the accounts. You will work cross functionally with the Head of RPM, account executives, customer support, sales operations, and the Product team to meet various customer demands and requests, including device and application support, order delivery issues, and reporting bugs and feature requests. Most importantly - you will be there for the customer, building their trust and confidence so they can run successful programs and research with Withings RPM.
The Customer Success Manager is a vital role within a growing division of Withings Health Solutions, with strategic importance. We seek a qualified and highly motivated individual who wants to actively participate in the growth and success of Withings RPM.
Responsibilities:
- Onboard new customers to Withings RPM by guiding them through the initial configuration, provide training and best practices.
- Grow Withings RPM accounts by helping customers increase utilization
- Conduct monthly calls with all customers to strengthen partnership and ensure the success of our customers’ program.
- Responsible for managing accurate and updated forecasting information in Salesforce.com for reporting and for follow up purposes.
- Renewal/new contracts - Work with Head of Sales to negotiate renewal/new contracts within an existing customer (any pricing changes, added products, additional programs or studies, etc)
- Prospect additional practitioners within customers organization to grow accounts; work with Account Executives amp; Head of RPM to close additional business within existing partners.
- Monthly/Quarterly business planning for all existing customers to ensure strategic growth within your book of business.
- Be the main point of contact for the customer, guiding them through our processes.
- Act as the voice of the customer to inform and educate internal teams on the evolution of the market and its requirements to remain competitive.
- Work with sales operations, customer support, and finance teams to resolve order, technical, and billing issues.
- Other responsibilities as assigned
Requirements:
- Bachelor's Degree or Higher in a business or technical related field
- 2-5 years of experience as a Customer Success Manager or Account Manager in a SaaS environment, Healthtech experience is a strong plus.
- Willingness and ability to learn technical and medical aspects of Withings offering to develop strong knowledge and position yourself as an expert.
- Enthusiasm for Withings preventive health mission and the potential of technology to improve our lives.
- Desire to work hard and cross functionally within a diverse, startup environment.
- Strong ability to build long lasting relationships, understand the needs of others.
- Project management/implementation experience
- Exceptional command of English in both speech and writing
- Strong analytical and critical thinking skills; insight and attention to detail
- Ability to work independently and have sound decision making
- Flexibility and resilience - ability to change course quickly to fit the needs of the customer - while keeping calm and focused.
- Experience with Salesforce.com CRM
- Excel proficiency (Analytical and report