Customer Success Specialist (m/f/d)

Job content

Join the ResMed Sleep and Respiratory Care Team today!

ResMed is a global leader in connected devices and digital health. We help millions of people sleep, breathe and live better lives. Are you ready to help fuel our growth? As ResMed continues to evolve with the future of healthcare, our customer-centric organization focuses on cloud-connected devices and digital health technologies that are designed to help treat and manage sleep apnea, COPD, and other chronic respiratory diseases that, together, affect over one billion people worldwide.

If you share a passion for transforming care, keeping people healthy and out of the hospital, and lowering healthcare costs, ResMed invites you to apply to an applicable role (e.g. marketing, sales or product development) within the diverse and talented Sleep and Respiratory Care team.

This is a permanent role, based anywhere in the UK

ResMed is a global leader in the design, manufacture and distribution of innovative products for the diagnosis, treatment and management of sleep and respiratory medicine. The company has experienced sustained and significant growth since inception.One of the principal contributors to this growth is innovation reflected in a commitment to producing world-class product lines.The global competitive environment is becoming more difficult which is resulting in a greater emphasis on innovation and a cost effective approach to achieving market leadership through technological advances.

Let’s Talk About The Team And You

By joining the team as a Customer Success Specialist, you will drive the consumption of ResMed Digital solutions across key accounts in the UK. Working with the Customer Solutions team and in collaboration with the broader commercial and marketing organisation you will lead activities in order to create value for customers leading to continued growth and supporting the retention of contracts in key accounts. The Customer Success Specialist will provide a high quality point-of-contact for customers in relation to ResMeds Digital Solutions and support ResMed’s high quality and market-leader status, ensuring that excellent relationships are maintained and developed with internal and external customers at all times. Key activities will be delivered through various platforms (telephone, zoom, teams, and occasionally in-field).

Let’s Talk About Responsibilities

As the Customer Success Specialist for ResMed, you will:

• Develop a deep understanding of the strategic objectives of the customer account within the context of a highly dynamic evolving NHS
• Support the creation of an ‘Account Success Plan’ in conjunction with the account management team, defining the actions required to deliver both customer and ResMed objectives
• Maintain our CRM database (Salesforce) and utilise its evolving capabilities to deliver further customer insight to support ongoing activities with the commercial team
• Be responsible for the vital retention of existing customer accounts, incorporating sleep portfolio, specific products within the respiratory care portfolio (Lumis/AVVx) and cloud based platforms and services
• Support the KAM with the successful implementation of ResMed service provision across key accounts
• Follow up with strategic customers to maximise adoption leading to reduced customer churn
• Monitor competitor products and commercial activities in order to inform account plans and build competitive intelligence and share with the team
• Own the NPS programme with customer (co-ordination & collation via Gainsight )
  
  

Let’s Talk About Your Next Challenges

• Effectively balance the need for customer success planning, execution and subsequently capturing call notes in SalesForce.
• Support overall development of ResMed sales within geographical boundaries primarily through growth of Customer Success activities.
• Required to develop strong cross-functional relationships within the UK organisation.
• Need to be able to contribute to building market intelligence to inform commercial decisions.
• Must maintain high-level of accuracy and handle multiple tasks during busy periods.
  
  

Let’s Talk About Your Personal Skills

• Demonstrates a pro-active nature towards development – Willing to deliver and receive feedback
• Passionate about customer success with excellent communication skills.
• Highly adaptable to meet the changing needs of the business environment and customer targets.
• Strong planning and team working skills.
  
  

Let’s Talk About Qualifications And Experience

Minimum

• Strong Customer Success experience with the passion to grow into a role focussed on solving problems and delivering success to the NHS.
• Background in Customer Success or Customer Service roles handling high volumes of accounts
• Experience with managing projects and meeting multiple, overlapping deadlines
• Taken a proactive approach towards developing skills required for the role of the CSS
  
  

Preferred

• Degree or equivalent.
• Proven experience within a CSS role.
• Experience of working with NHS
• Experience of SalesForce.com
  
  

Additional Information

• Working from home (100% at the moment)
• At Resmed, all employees benefit from a bonus plan, the percentage of which depends on your position within the organisation.
  
  

Ok, so what’s next?

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!