Note: The job is a remote job and is open to candidates in USA. Agfa HealthCare is a division of the Agfa-Gevaert Group focused on providing innovative Imaging IT software solutions for healthcare professionals. The Sr. Customer Success Manager serves as a strategic partner for clients, ensuring they derive maximum value from the solutions while managing relationships, resolving issues, and identifying growth opportunities.
Responsibilities
- Serve as the main point of contact and trusted advisor for a portfolio of clients
- Foster strong, lasting relationships with key stakeholders at all levels, including department managers and physicians
- Develop a deep understanding of each client’s business objectives and align our solutions to their goals
- Proactively manage and resolve client escalations with urgency and professionalism
- Coordinate with internal teams (support, product, services) to drive timely resolution and communication
- Identify root causes of issues and advocate for systemic improvements
- Own customer retention and satisfaction for assigned accounts, including renewal planning
- Partner with sales to identify and execute cross-sell and upsell opportunities
- Contribute to revenue growth by positioning new offerings that meet evolving client needs
- Maintain accurate and up-to-date records in CRM and success tools
- Track customer KPIs, satisfaction/relationship health scores, and risk indicators
- Prepare reports to present to clients and the leadership team
- Meet client satisfaction, retention, and growth goals as measured both internally as well as through KLAS scores
- Establish priorities and collaborate cross-departmentally
- Travel is 25-35% depending on customer needs, and can include conference attendance
Skills
- Bachelor's degree from an accredited college or university with major course work in business administration, communication, marketing, health sciences, or a related field required
- Minimum of 5 years of healthcare experience, preferably in Sales, Account Management, Customer Success, or client-facing roles required
- Has Executive presence and credibility; is confident and poised with individuals at all levels
- Works independently and can prioritize work to meet the customer's needs
- Strong relationship-building skills
- Excellent organizational and time management skills
- Strong verbal and written communication skills (including presentation skills)
- Ability to summarize, and ability to explain technical content to a non-technical executive audience
- Collaboration and consultation skills
- Positive, flexible, team player attitude
- Master's Degree in Healthcare or Business is a plus
- Professional Services experience / Implementations / Project Management is a plus
- The ideal candidate should have a strong background in the healthcare IT industry, with hands-on experience in enterprise environments
- Proven track record in client-facing roles, partnering with customers to enhance and optimize their overall experience
Benefits
- Dynamic global organization with a history of innovation and strong product portfolio.
- Challenging environment combined with a supportive management structure.
- Career development and growth.
- Competitive salary and benefit package.
- Friendly work environment surrounded by dedicated and professional colleagues.
- Benefits package that supports your physical, emotional, and financial wellbeing.
- Variable and commission compensation opportunities for eligible roles
- Vacation entitlement
- Paid time off
- Training and career development programs
Company Overview
The Agfa-Gevaert Group develops, manufactures and distributes an extensive range of analogue and digital imaging systems and IT solutions, mainly for the printing industry and the healthcare sector, as well as for specific industrial applications. It was founded in 1964, and is headquartered in Mortsel, Antwerpen, BEL, with a workforce of 5001-10000 employees. Its website is https://www.agfa.com.