Customer Success Manager (Indirect Channels) at DeepHealth Full Time

Our CSMs coordinate with internal teams to help facilitate strategic solutions and coordinate with Indirect channel organizations to make sure we are aligned and supporting their needs. You help Indirect channels understand our entire technology portfolio and how it impacts the daily lives of clinical end users and offer solutions to solve technology gaps and inefficiencies. Our CSMs are truly advocates for the customer.

Our Customer Success Managers are the indirect channels trusted advisors. They provide a voice, support, guidance, and knowledge resources to help their customers achieve their business objectives and improve patient care through effective use of our products and services. Our CSMs create and implement client strategies that work, resulting in high customer satisfaction and retention. Extensive product knowledge, problem-solving skills, and the ability to develop trusted relationships make our CSMs the best in the business.

Our CSMs coordinate with internal teams to help facilitate strategic solutions and coordinate with the indirect channels to make sure we are aligned and supporting their needs.

If you have 2+ years of experience in a CSM role, especially in an managed service provider (MSP) environment, technology, or a health care setting, come talk to us about joining the team!

As a Customer Success Manager Indirect Channels, you’ll be responsible for translating DeepHealth’s internal customer success strategy to an efficient customer success strategy for Indirect channels, fostering strong relationships with our indirect commercial channels, understanding their needs, and ensuring their clinical customers derive maximum value from our products/services. You’ll act as a liaison between the indirect channels and internal teams, like the clinical application specialists, engineering etc. advocating for the indirect channels while driving continuous improvement in our offerings.

Key Responsibilities

1. Relationship Management: Build and maintain strong relationships with indirect channel stakeholders like application specialist, clinical specialist etc. within the indirect channels organizations.
2. Regularly engage with external Indirect channels to understand their challenges, goals, and ensure satisfaction.
3. Presents solutions that meet customer and indirect channel partner objectives.
4. Product Expertise: Develop a deep understanding of the company’s product/service offerings. Use this expertise to provide guidance, best practices, and recommendations to indirect channels.
5. Sales Enablement: Facilitate the growth of commercial activities in indirect channels by organizing comprehensive product demonstrations, coordinating Train the Trainer sessions to ensure a high standard of knowledge transfer, and effectively utilizing internal resources to equip these indirect channels for success.
6. Customer Advocacy: Act as the voice of the indirect channels within the company. Advocate for indirect channel needs, communicate feedback to relevant internal teams, and work towards solutions that address indirect channel concerns.
7. Proactively identify opportunities to promote other clinical AI solutions of the Saige portfolio based on the clinical end user’s needs, potential gap into the indirect channel partner portfolio, potential clinical knowledge, expertise and usage of the end-user while aiming to increase customer retention an expansion of services.
8. Identifies at-risk customer relationships to support the indirect channel teams to correcting any identified issues.
9. Issue Resolution: Address customer concerns and issues effectively and efficiently if indirect channels require DeepHealth assistance. Coordinate with internal teams to provide timely resolutions.
10. Data Analysis: Utilize customer data, product adoption data, lifecycle stage and feedback to derive insights, identify trends, and suggest improvements to enhance the customer experience.
11. Serve as a communication interface between the indirect external channels, the clinical application specialists, services teams and any other internal DeepHealth division involved with the indirect channels and/or their customers under your responsibility.
12. The CSM Indirect Channels will work in close relationship with the Director, Global Partners & Alliances (DGPA). This role will support the Partners & Alliances strategy in growing the indirect channels business.

Requirements

• Bachelor’s degree in Healthcare, Business Administration, and/or Marketing and/or a related field medical/pharma/science field (or equivalent level of practical technical experience in radiology)
• A minimum of 3 years working experience as a radiographer/application specialist/MRI
• specialist or mammographer within a clinical setting.
• Proven experience in a customer-facing role, preferably in Customer Success, Account Management, or Sales.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency in CRM and/or CSM software and data analysis tools.
• Ability to multitask, prioritize, and manage time effectively.
• Strong relationship-building skills
• Strong attention to detail.
• Ability to work independently (home office) and as a team player.
• Proven ability to build and maintain influential customer relationships.
• Superb verbal and written presentation and communication skills
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit.
• Time Management: Plans how to achieve key priorities weekly; Reviews results of time plans weekly; Schedules time realistically; Achieves key priorities daily; Balances personal and professional objectives.
• Ability to travel internationally.

Preferred Qualifications

• Fluent speaking and writing skills in the English language.
• Experience in Healthcare and/or Healthcare IT.
• Understanding of radiology workflow.
• Familiarity with Salesforce CRM, Microsoft Suite, Healthcare Applications/Products.

What We Offer

• Join a dynamic team with expertise in various fields.

• Collaborative and agile work environment.

• Continuous learning opportunities to enhance your professional skills.

• Remote working environment.

• A salary in line with job level and experience.

If you possess additional skills beyond the mentioned criteria that could contribute to DeepHealth’s growth, we encourage you to share them in your cover letter along with your CV.