Customer Success Manager

Job Details: Job Location: Corporate HeadQuarters - Miami, FL, Salary Range: Undisclosed, (Must be located in or near Cape Coral, FL)

ABOUT CENTELLA

World Class Account Executives. Dedicated Engineers. Inspired Leadership. Centella has over 50 years of reliable and trusted service in the advanced health care technology space. Through expert guidance, exceptional service, and enduring relationships, we empower our customers to be the life-saving – and life-changing – heroes that South Florida needs.

DESCRIPTION

The CSM is a customer-facing role focused on the success of key client relationships. They act as trusted advisors for strategic accounts, managing equipment and service solutions from onboarding through long-term support. The role blends portfolio, relationship, asset, and project management — always aligning Centella's solutions with each customer's needs.

Key roles:

Be the main point of contact for key accounts, coordinating services and tracking performance.
Work in person at different customer sites on a regular basis.
Build strong relationships with customer stakeholders through regular on-site check-ins and business reviews.
Track all equipment (current, removed, and planned) and monitor its performance/utilization.
Lead implementation of new equipment and service rollouts.
Create and maintain a customer playbook (onboarding guide, engagement cadence, key metrics).
Present Customer Business Reviews showing ROI and performance.
Spot and solve problems early to prevent churn.
Support sales by flagging new opportunities within accounts.

MAIN DUTIES AND RESPONSIBILITIES

Provide comprehensive customer success management for the HTS portfolio and account relationships.
Coordinate services and tracks service performance to ensure equipment services are completed in collaboration with service teams.
Manage post-sales activities, collaborating and liaising between internal and external teams. CSAM must support activities from all internal and external stakeholders throughout the customer’s life cycle.
Responsible for developing and maintaining relationships within key accounts facilitating communication with cross-functional Centella teams and customers.
Establish a regular cadence of engagements with key account stakeholders to systematically review and address service issues, needs, and ongoing concerns.
Oversee and manage the implementation of Healthcare Technology Equipment and Services within Health Systems in collaboration with Centella teams.
Design and maintain a customer playbook to include an onboarding guide, key customer engagement guide, key account metrics and effective workflow processes.
Conduct Customer Business Reviews to the stakeholders of a Health System, providing a high-level overview of key performance metrics on deliverables, as well as equipment service, cost analysis and project updates. Demonstrating to stakeholders the ROI of Centella’s service deliverables and upkeeps.
Identify and design service solutions, resolving customer issues and optimizing workflows, between Centella and accounts having an extensive portfolio. Documenting all customized service solutions to facilitate workflows between Centella and Customers.
Leads participation in strategic customer input sessions to identify and drive key solutions for customer success. (i.e., operations budgeting, asset management, capital planning & procurement, KPI goal alignment, etc.)
Pro-actively address issues to ensure smooth workflow processes, mitigating potential risks of customer complaints and churn.
Ensure customer satisfaction to generate growth and provide sales and service departments with leads on new opportunities.
Deliver value through the creation of a customer life-cycle strategy and annual operating rhythm that incorporates maintenance, inventory, asset utilization, capital planning and overall key performance metrics review.

HTS Responsibilities

Onboard and implement Healthcare Technology Solutions (HTS); manage inventory and risk during rollout.
Keep compliance docs current (manuals, safety docs, service reports); ensure equipment passes inspections.
Assist with PM scheduling, quotes, and PO’s.
Back up the HTS Onsite Manager, including leading the onsite team when needed.

SKILLS AND ABILITIES

Leadership, Influence, Resource Management, Sourcing, Purchasing, Negotiations, Forecasting, Planning, Logistics, & Budget skills.
Exceptional verbal and written communication skills with the ability to deliver solution-oriented communications with an emphasis on empathy.
Capability of fostering trusted relationships with key stakeholders.
Track record of conducting and effectively delivering presentations through in-person or virtual interactions.
Host regular check-ins with customers as well as customer business reviews to ensure realization of success criteria.
Proven ability to manage multiple concurrent projects, adapt to a variety of environments, to meet strict deadlines.
Work closely with teams to ensure transparency of project inputs, outputs, issues, concerns, and roadblocks.
Exceptional organizational skills with the ability to keep track of concurrent projects, requests and resolutions using software programs (i.e., Microsoft OneNote, Word, etc.).
Track record of successful planning and execution.
Strong problem-solving skills with the ability to diagnose issues within customer initiatives and lead efforts toward resolutions.
Ability to identify gaps regarding contractual obligations and proposing necessary improvements.
Act as Voice of the Customer, advocating internally to ensure customer needs and expectations are met.
Ability to use management tools to ensure client satisfaction, meet deliverables, communicate risks, and implement solutions, working with cross-functional teams.
Ability to travel and commute to customer sites, as needed.

QUALIFICATIONS

Bachelor’s degree (medical, engineering, or business — healthcare background is a plus).
3 – 5 years or more of experience managing strategic healthcare accounts.
Technical proficiency in understanding how medical technology is integrated and utilized within health systems.
PMP Certificate or experience with portfolio management, asset management, project management, and exceptional organizational and time-management skills.
Process improvement experience, Preferred Lean Six-Sigma Certificate (Yellow, Green, or Master/Black Belt).
Excellent verbal and written communication with an emphasis on empathy, negotiation, problem solving under pressure, and solution-oriented responses.
Track record of successful planning and execution of Presentations, specifically Customer Business Reviews & Customer input sessions.
Proven ability to be an assertive problem-solver and proactive relationship manager who can respond quickly to customer needs and anticipate issues and resolve these in advance wherever possible.
Must have a clean driving record and a reliable vehicle.
Experience using cloud software, such as Dynamics is preferred.

     PHYSICAL DEMANDS, WORKING CONDITIONS

Regular standing/walking, lifting up to 50 lbs.
Occasional exposure to biohazard/cleaning chemicals
Travel focused position
Heavy on-site presence
While occasional remote work is available for administrative tasks, this is primarily an on-site, customer-facing role
Seminars and conference attendance, as well as customer dinners/lunches
Daily interactions with customer sites

 What's in it for you?

Career Growth Opportunities
Training and Development
401k with company match
Medical, Dental, Vision
Paid Time Off
Health Savings and Flexible Spending Account

Come join our collaborative and winning team in a family business, that has become a business of families!
Qualifications: