Customer Success Manager (Remote) at Stryker in Kalamazoo, MI

Work Flexibility: Remote

The Customer Success Manager helps customers achieve their strategic objectives and extracts maximum value from their investment in the Stryker Vocera portfolio. They drive solution adoption post-deployment for defined customers, support retention and expansion of our solutions alongside account executives and serve as a customer consultant. They establish and maintain long-term relationships with client executives and champions, ensuring that activities are closely aligned with business strategy and intended success metrics. They will proactively engage with customers to develop a deep 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. They are responsible for understanding the ‘health’ of our customers, ensuring they grow into solution advocates.

What you will do:

• Manage the relationship with designated customers by providing guidance to enhance current systems and anticipate future needs
• Ensure prompt issue resolution, coordinate necessary resources, lead communications, document statuses, anticipate 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
• Build expertise with 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
• Monitor contract renewals, identify upselling opportunities, and ensure a high renewal rate

What you need:

Required:

• Bachelor’s degree required
• Minimum 4 years of relatable work experience required in customer success, account management or related field
• Healthcare industry experience with knowledge of clinical operations, patient care workflows, healthcare technology, or health system organizational structures

Preferred:

• Experience building and maintaining customer relationships through all phases of a technical system implementation lifecycle
• Strong communication skills with the proven ability to use technology to present concepts and articulate business value and return on investment
• Technical expertise with databases, wireless networking, mobile voice clients, system administration, and distributed systems architectures

United States of America Pay Ranges:

• Puerto Rico: $77,700 - $129,500 USD Annual
• USN: $89,300 - $148,800 USD Annual
• US5: $93,800 - $156,200 USD Annual
• US10: $98,200 - $163,700 USD Annual
• US15: $102,700 - $171,100 USD Annual
• US20: $107,200 - $178,600 USD Annual
• US30: $116,100 - $193,400 USD Annual

View the U.S. work location and transparency guide to find the pay range for your location.

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.