Associate Customer Success Manager (Remote)

Work Flexibility: Remote

The Associate Customer Success Manager is the primary, customer-facing role responsible for helping customers achieve their strategic objectives and extract maximum value from their investment in the Stryker Vocera portfolio. They will drive solution adoption post-deployment for defined customers, support retention and expansion of our solutions alongside account executives and serve as a customer consultant.

In this role you will establish and maintain relationships with client executives and champions, ensuring that activities are to the customers defined success metrics. They will proactively engage with customers to develop an understanding of customers’ business objectives and be able to identify and articulate how our solution supports the achievement of those goals, driving increased volume and breakthrough performance throughout the customer life cycle. The Associate CSM is responsible for understanding the ‘health’ of our customers, ensuring they grow into solution advocates.

What you will do:

• Manage the relationship with large book of designated customers with cadenced check-ins.
• Provide guidance to enhance current systems and anticipate future needs, ensure prompt issue resolution, coordinate necessary resources, lead communications, and document statuses, risks, and opportunities.
• Understand each customer's unique goals, challenges, and requirements and identify improvement opportunities and recommend solutions.
• Track customer usage and engagement, creating and sharing regular reports on customer health and progress on a monthly or pre-defined basis
• Share suggestions of the Stryker solution system design, deployment, administration as well as end user training.
• Provide guidance and advice to customers on how to maximize the value of their investments.
• Anticipate the customers’ needs and propose alternate solutions to resolve technical and organizational challenges which slow the rate of expansion.

What you need:

Required:

• Bachelor’s degree
• 2+ years of relatable work experience required preferably in customer success, account management or related field
• Demonstrated account management or healthcare IT experience, presenting technical or clinical workflow concepts

Preferred:

• Experience building and maintaining customer relationships through all phases of the system implementation lifecycle
• Technical understanding of databases, wireless networking, mobile voice clients, system administration, and distributed systems architectures

$72,600 - $112,800 salary plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

Travel Percentage: 20%

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.