Purpose
This Client Success Manager role is to support Ascom’s strategic customer William Beaumont, a multi-site customer located near the suburbs of Detroit, MI. Ascom looks to support Beaumont as they transition from initial customer into a long-term relationship. This role is focused on customer loyalty and building close long-term client relationships with key stakeholders at Beaumont, both at the individual hospital level and within their executive leadership.
Clinical needs focused
To be successful, this role must establish an influential relationship with clinical leadership at Beaumont. This relationship established the basis for trust with Beaumont’ clinical decision makers. Ultimately, the role of the customer success manager is to unify the Ascom sales, Implementation, and support teams. This role is intended to be part of many stages of the customer relationship and have a high-level view of the customer lifecycle. This perspective enables the client success manager to add value for both Beaumont and Ascom.
This role is responsible for building the relationship between Beaumont and Ascom to ensure customer use cases are understood and delivered, will engage throughout all Service and Support delivery activities, and will manage customer expectations and accountabilities. This role will utilize Customer Care and Professional Services metrics (KPIs)/scorecards/reporting, including SLAs, to communicate between the business and technical/R&D community, including the customer.
Effectively works with regional Implementation and Support teams as well as the different functional areas with the locations and globally, serving as the voice of the Customer. Accountable to conduct monthly, quarterly, annual performance related meetings on behalf of Ascom and act as the single point of contact for any escalations.
This role reports into the SVP of Customer Success, North America.
The Requirements
Benchmark
A global solutions provider focused on Healthcare ICT and mobile workflow solutions. Headquartered in Switzerland, our business spans across 18 countries, and has been supporting the healthcare industry for close to 160 years by providing them with technology to enable them to support their communities.
Together we can make a difference in the lives of the people who benefit from our technology.
To learn more about what we do, visit us at: www.ascom.com