Customer Success Manager Image Guided Therapy systems, Indonesia

Job Title

Job Description

As a Customer Success Manager, this role will be the pre and post sales contact and coordinator for all Cathlab install base (IB) under Sihren project. This role will drive customer success by the following: (1) enhancing value creation and collaboration with the end users; (2) coordinate with MOH accredited Intervention training centers to create standardize pre-procedure, procedure and post-procedure protocols; (3) coordinator for clinical applications support request or training; (4) MOH point of contact for any concern or escalation for post hand-over sites; (5) facilitate/coordinate clinical training programs and workshops related to Sihren cathlab; (6) Coordinate with Philips marketing and/or MOH for all marketing/media activities; (7) coordinate with IGT modality sales specials and service to maximize customer lifetime value (CLV) for Sihren cathlab IB.

You will be joining the Indonesia IGT business and marketing team, a professional and diverse multi-functional team.

Your role:

• Marketing alignment: coordinate with business unit marketing and marketing ops team to build an effective marketing campaign and executing activities that can improve NPS (peer-to-peer marketing, User group meetings, ambassador/rising star training programs).
• KOL & Reference sites: Maintaining and developing a local network of clinical Key Opinion Leaders (KOL’s)and in coordination with clinical science, jointly driving standardization and clinical excellence.
• Sales Strategy Evolution: While not directly handling immediate sales, she/he needs to coordinate with project manager, clinical applications team to ensure that there is proper alignment on cathlab Sihren projects, to ensure that there is ample time to prepare the business unit for supply and delivery.
• Direct Customer Engagement: Proactively engage with key customers to discuss and understand their long-term strategies, behaviours, and procurement practices. Lead conversations to future upgrades via customer lifetime value (CLV) and added services.
• Strategic Collaboration: Work with a diverse, multi-functional team, including IGT Product/Business Specialists, Clinical Applications Specialists, Project Managers, and Service Engineers, marketing and communications team, MOH and customers to facilitate proper communication/alignment, deliver standardization and improve NPS
• Gain valuable experience in customer relationship management, strategic planning, and stakeholder coordination within a leading healthcare technology company.

You're the right fit if you:

• Have experience in customer relationship management and/or management consulting with a strategic approach .
• Possess strong skills in managing stakeholder relationships and achieving results within complex organizations.
• Hold a master’s degree in marketing, Business, Health, or a related field.
• Fluent in English and Bahasa and ideally have practical experience in a clinical setting .