As a Customer Success Expert/Consultant, you will be a key member of a go-to-market team reporting to the Lead of Healthcare Consulting, China Strategy. You will work across the Roche Pharma and Dia organizations to bring to key hospital stakeholders a compelling vision, practical solution definition, and value proposition to realize in-hospital integrated patient journey solutions within an ecosystem to deliver personalized care driven by data, analytics and technology, ultimately leading to better patient outcomes and healthcare system efficiencies.
Customer Success Expert/Consultant is responsible for engaging with a portfolio of customers post-implementation to ensure that they are successful in adopting and using our products. You will be focused on effectively onboarding your customers, driving strong adoption from the onset, and maximizing customer satisfaction, growth and retention. This requires a deep understanding of each customer’s use cases and desired outcomes. You act as the voice of the customer internally within China Strategy, advocating for your customers by bringing back feedback from the field to our product and engineering teams. You will work in tandem with our Roche colleagues in China DIA/Pharma to provide a seamless customer experience. You will develop relationships with a wide range of stakeholders within the laboratory or hospital, both technical and commercial. As a trusted adviser and coach to the customer, you continuously articulate value and support your customers with achieving their desired outcomes.
崗位職責(zé)：
1.Customer Engagement: Manage a portfolio of key customers through strong relationship-building, stakeholder engagement, and proactive communication. Work consistently and proactively to drive user adoption across the organization. Train customers’ users on our digital products.
2.Customer Satisfaction: Be a trusted advisor for your customers, based on strong product and industry knowledge. Establish and build strong customer relationships over time that allow for continuity and ongoing partnership, as well as building a catalog of reference customers. Drive growth and retention of accounts through deep understanding of your customers’ use cases. Identify risks within customer accounts and drive internal action plans to eliminate those risks
3.Stakeholder Management: Closely monitor success metrics and conduct regular business reviews with Roche affiliates and customers to discuss strategic initiatives and align with each customer’s success criteria. Serve as an advocate for your customers in driving the improvement and evolution of our products and services by bringing thoughtful feedback back to the Product & engineering team. Build relationships and partner closely with our China Roche affiliates (DIA/Pharma), to align with their customer account management approach
4.Communication & Collaboration: Use excellent communication skills to disseminate best practices and product updates. Collaborate and communicate effectively with cross-functional internal teams including sales, service delivery, marketing, support and product management.
5.OneRoche: Serve as an ambassador of OneRoche Digital Products and Roche in all customer interactions, maintaining the highest level of professionalism and service
6.Travel: Travel (up to 50%) to customer or Roche sites to support business needs.
7.Other projects or tasks assigned by line manager
任職要求：
1.Bachelor's Degree or above in Computer Science or related field. A postgraduate qualification (e.g. MSc; or higher degree qualification in a relevant area) would be desirable
2.3+ years of experience in Customer Success, Account Management, or related customer-facing positions in healthcare domain
3.Proven track record of successfully managing a portfolio of accounts, from training and throughout the customer lifecycle, with a history of exceeding customer expectations
4.Outstanding communication, time management and organizational skills with strong attention to detail
5.Successful track record in reaching or exceeding goals in customer retention, customer satisfaction, and account renewals
6.Solid knowledge of healthcare and experience interacting with Hospital Information Systems
7.Must have experience collaborating with external partners;
8.Excellent communicator - able to speak with stakeholders and customers to explain technology and solutions.
9.Be a champion in solving customer’s problems by understanding & empathizing. Ability to identify the technical aspects that can contribute to our customer’s success.
10.Innovative, detail-oriented, and effective in stressful and challenging environments.
11.Positive, self-starter attitude; can work independently with little direction when necessary
12.Fluent in both speaking and writing English and Mandarin.