Hologic • Marlborough, MA 01752
Job #2687995972
Manager, Customer Success
United States
Summary of Duties and Responsibilities
Manage system and business integrations, acquisitions, continuous improvement and change management
Implement harmonization of service contract sales systems and business processes across all divisions, driving increased customer experience and service revenue
Implement policy and process changes to drive service revenue and promote positive customer experiences
Collaborate with Finance and service management to drive sales and revenue recognition process improvements
Identify and close process and revenue gaps
Manage operationalizing service offerings, ensuring contract compliance and service delivery
Manage development plans, succession planning, and demonstrate leadership through increasing employee engagement
Collaborate with and influence colleagues and partners to drive changes that increase efficiency and revenue, reduce cost and waste, and increase customer experience
Drive and manage the team's continued engagement and improvement by setting and achieving goals and milestones that contribute to the success of the organization
Identify and build meaningful KPI's and reporting to drive increased revenue, attachment rates, T&M revenue, efficiencies, system and process improvements, and compliance
Review and consolidate KPIs for all team members and present to leadership.
Collaborate and build strong relationships with internal teams and direct team to ensure that the solutions best address the needs of the business and contribute to the creation of a clearly defined vision.
Serve as the subject matter expert for service quoting and contracting by performing any required testing for new product launches, new hire service quote and contract execution training, and day to day triage support.
Lead and empower the team to participate and engage in training opportunities to ensure knowledge is up to date to best support our internal and external customers.
Provide a seamless on-boarding experience for new hires.
Review, analyze and update processes, systems and procedures, ensuring consistent and continuous improvement
Respond to and manage any critical escalations.
Other adhoc projects as assigned by Manager.
Qualifications
Demonstrated team leadership experience and capability to coach and mentor others
Demonstrated ability to solve advanced problems impacting multiple functions and teams
Superior communication skills - verbal, written, and presentation
Strong interpersonal and organization skills
Acute attention to detail and accuracy
Ability to adapt in a fast-paced environment and prioritize with competing deadlines
Willingness to take initiative and make decisions with no instruction
Demonstrated strength in achieving great customer experience
Passion for customer success in a competitive and changing market.
Solid knowledge in Microsoft Office applications
ERP and ~~~ expertise required
High energy, self-motived, proactive, goal oriented and enthusiastic personality
Education:
Experience:
8+ years of relevant work experience supporting a sales and/or service organization, with a focus in biotech or med device
5+ years of management experience, supervising a team of 8+ employees.
Additional Info:
The annualized base salary range for this role is $50,000 to $80,000 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant
experience, skillset, knowledge, geography, education, business needs and market demand.
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Agency And Third Party Recruiter Notice
Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition, Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.
Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.
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