AVS Customer Success Manager

📋 Description

• • As a Customer Success Manager (CSM) for GE HealthCare's Advanced Visualization Solutions (AVS) business, you will be the primary owner of the post-sale customer relationship, dedicated to ensuring our clients achieve tangible, measurable outcomes and derive sustained long-term value from our cutting-edge AVS solutions.
• • You will operate as a trusted advisor, expertly orchestrating internal GE HealthCare teams and forging strong partnerships with your assigned customers to drive deep product adoption, foster exceptional satisfaction, and secure successful renewals.
• • The AVS portfolio is comprehensive, encompassing four key subsegments: Comprehensive Care ULS, Women’s Health ULS, Surgical Innovation, and Cardiovascular & Interventional Solutions. These are further enhanced by AVS Digital, which provides a suite of integrated digital solutions across all these critical segments.
• • Proactively manage a diverse portfolio of customers, ensuring they consistently realize value throughout their entire engagement lifecycle with GE HealthCare.
• • Develop and meticulously maintain comprehensive customer success plans. These plans will be strategically aligned with each customer's unique clinical and operational goals, incorporating clearly defined, measurable Key Performance Indicators (KPIs) to track progress and success.
• • Continuously monitor customer adoption rates, product usage patterns, and overall account health indicators. Proactively identify potential risks to customer satisfaction or retention and implement effective mitigation strategies to address them before they escalate.
• • Cultivate robust, high-trust relationships with a wide range of customer stakeholders, including administrative staff, IT departments, clinical physicians, and C-suite executives. Simultaneously, build strong collaborative ties with internal GE HealthCare teams such as Sales, Service, Clinical Applications, Product Management, and Marketing.
• • Develop a deep understanding of each customer's strategic initiatives and business objectives. Formulate a clear, consultative point of view on how the AVS solutions can be leveraged to effectively achieve these critical objectives, positioning GE HealthCare as a strategic partner.
• • Act as a vital conduit between customers and the Product Management team. Gather and synthesize valuable Voice of Customer (VoC) insights, providing actionable feedback to influence and shape the product roadmap, ensuring our solutions continue to meet evolving market needs.
• • Collaborate closely with the Marketing department to identify and nurture customer advocacy. This includes developing compelling case studies, facilitating customer testimonials, and supporting broader customer communication initiatives.
• • Work hand-in-hand with Clinical Applications specialists to design and deliver highly tailored, impactful training sessions. These sessions will be crucial in building customer confidence, ensuring proficiency, and fostering accountability in the use of AVS solutions.
• • Leverage data analytics tools to meticulously review and analyze customer usage data, upcoming renewal timelines, and potential growth opportunities. Translate this data into actionable insights and strategic recommendations for both customers and internal stakeholders.
• • Develop and maintain profound product expertise across the entire AVS portfolio. Be prepared to present, demonstrate, and effectively troubleshoot complex AVS solutions.
• • Strategically utilize digital engagement tools to scale onboarding processes and ongoing engagement efforts, particularly for mid-touch customer segments, ensuring efficient and effective support.
• • Actively nurture customer advocacy by identifying opportunities for references, referrals, and participation in marketing campaigns and events.
• • In close partnership with the Sales team, identify and support potential upsell and cross-sell opportunities, contributing to the overall growth and success of the AVS business.
• • Meticulously document key customer information, including licensed technology, primary points of contact, and current usage status, to ensure seamless and efficient renewal processes.
• • Actively contribute to the continuous improvement of our customer success methodologies, processes, and tools within a dynamic, fast-paced, and growth-oriented environment.
• • Demonstrate strong oral and written communication skills, with a proven ability to analyze complex problems and develop effective solutions.
• • Possess established project management skills, enabling the successful planning, execution, and documentation of customer success initiatives and programs.