Customer Success Program Manager

This is a fully remote position, open to applicants in Belgium.

📋 Description

• Assist customers in achieving long-term operational success by enhancing efficiencies through onboarding and education on best practices.

• Empower customers to become self-sufficient by utilizing Intuitive’s digital tools and resources.

• Oversee successful onboarding for designated customers throughout their lifecycle.

• Develop expertise in Intuitive Ecosystem offerings and services to provide relevant solutions to hospital stakeholders.

• Facilitate proactive support for Tier 1 Accounts in collaboration with Leadership, Sales, Marketing, Contract & Tenders, Finance, Field Services, SRS, Genesis, and other teams.

• Monitor outcomes, customer milestones, program utilization, customer health, risks, and areas for improvement.

• Act as an advocate for customers and work with internal teams to address challenges.

• Document customer interactions and milestones in Customer Success business systems, ensuring visibility for Sales and Shared Services.

• Coordinate efforts with sales, Marketing, Contract & Tender, training, SRS, Genesis, Accounts Receivable, field service, and digital services teams.

• Identify opportunities for process enhancements and potential bottlenecks impacting hospital performance.

• Conduct regular customer check-ins and quarterly or strategic business reviews.

• Provide internal assistance for new product launches and the implementation of robotic programs.

• Inform Sales and shared services teams about available resources and best practices.

⛳️ Requirements

• A Bachelor’s degree or equivalent work experience is necessary.

• 5–10 years of experience in account management, sales, marketing, or a comparable Customer Success role.

• Experience in the medical device or healthcare industry is preferred.

• Skills in Project Management and Process Improvement are essential.

• Ability to function effectively within a matrix environment and influence management.

• Proven capability to work across various functions.

• Exceptional oral and written communication skills.

• Proficiency in creating and delivering impactful presentations.

• Strong relationship-building skills, a positive attitude, and self-motivation.

• Excellent interpersonal skills along with sensitivity to complex organizational structures, diverse cultures, and potentially conflicting goals.

• Comfort in engaging with both internal and external customers.

• Proactive analytical skills and a passion for problem-solving.

• Ability to think strategically and demonstrate sound judgment.

• Capability to work independently in a fast-paced, dynamic environment.

• Experience with the MS Office Suite is required.

• Familiarity with SAP ERP and CRM systems, Salesforce.com, and Gainsight is advantageous.

• Fluency in French (native preferred) and English is essential.

• Proficiency in any other European language is an asset.

• Occasional travel may be necessary.

🏝️ Benefits

• Remote work options; employees are allowed to work outside the office and visit onsite when requested by their leader.

• Long-term growth support and opportunities for advancement within the company.

• Equal employment opportunities with protections against discrimination and harassment.

• Potential support for export-control licensing or a Technology Control Plan, where applicable.