Senior Manager, Customer Success

Senior Manager, Customer Success

The Senior Manager, Customer Success, owns and oversees high priority customer engagements, focusing on post-sales experience and ensuring the adoption of Ricoh's 3D for Healthcare solutions. The primary responsibility will include implementation of complex onsite and offsite 3D printing services requiring proactively engaging cross-functionally with the highest levels of sales, production, administration, finance, IT and supply chain, including direct customer interactions.

This position regularly engages in pre-implementation consultation, acting as subject matter expert for all back-office processes, to ensure optimal revenue opportunity and overall customer satisfaction. Acts as the primary point of contact from contractual award through realization of steady state. Interfaces with all areas affected by the engagement including internal and external stakeholders and third-party resources. Ensures adherence to published process and policies. May communicate with executive management (both internal and external) regarding the status of specific engagement tasks. 

Partnering with the 3D for Healthcare Directors, the Sr. Manager, Customer Success ensures a consistent onboarding management methodology is followed and provides leadership, direction and coaching to assigned resources. This leader is also responsible for the development and continuous improvement of onboarding best practices and policies.

Identify and resolve customer issues and provide guidance on customer orders, invoicing, and ongoing account oversight implementation to validate resolution and maximize an accurate and positive revenue stream is key to the overall success of the implementation. Additionally, the Senior Manager, Customer Success will be expected to lead and or participate in other special projects that may include expansion of offerings/partnerships or other operational/automation efforts. supporting new products, supporting sales, describing potential services or service expansions and being a customer advocate within the organization.

• Serve as the main point of contact for implementation activities, managing expectations, ensuring service levels, and addressing any concerns.
• Engage in pre-sales activities as a consulted or informed resource to build credibility as a trusted advisor, ensuring a seamless transition to the post-sales experience and driving adoption of Ricoh 3D’s services and solutions.
• Reviews engagement proposal, contract(s) and Statement of Work to determine time frame, potential limitations, procedures for accomplishing, adherence to Ricoh Standards and identifies critical customer requirements to ensure a successful implementation. 
• Utilizing project management tools and skills, coordinating all parties involved from the initiation stage through planning and implementation by completing and or assigning tasks and providing guidance. This includes preparing and distributing meeting agendas, minutes, and action items to ensure effective communication and follow-up.
• Manages and coordinates the activities of a designated project with a specific period to ensure that objectives of the project are accomplished within specified timeframe and funding parameters.
• Coordinates engagement activities of internal resources, as well as other agencies, 3rd party contractors, suppliers, service providers and customer resource(s).
• Lead all aspects of project execution while providing communication status to all key leaders (both internal and external).
• Cultivate and support the development of executive-level relationships, serving as a trusted advisor to key decision-makers.
• Collaborate with internal teams to manage expectations, timelines, and outcomes, ensuring the successful implementation and adoption of Ricoh 3D services and solutions as defined in the SOW or MSA, while addressing any client requests for scope changes.
• Prepares status reports and modifies schedules or plans as required. Maintains engagement files for management, customer, or others – including development of Customer Profile to be transitioned upon reaching steady state.
• Analyze and assess financial performance of contracted services, recommend improvements, and collaborate with internal teams to address concerns and ensure alignment.
• Serve as the primary escalation point for critical customer issues, working with internal teams to resolve issues quickly and effectively, maintaining a focus on long-term customer satisfaction & retention.
• Gather customer feedback and share it with internal teams to support continuous improvement of Ricoh 3D services and solutions.
• Work closely with Sales to ensure a unified client strategy, identify expansion opportunities, manage renewals, and enhance account growth, satisfaction, and retention.
• Helps create and improve SOPs and Work Instructions for customer related processes (ie. Customer onboarding)
• Performs other duties as assigned.

Qualifications (Education, Experience and Certifications)

• Bachelor’s degree in business, marketing or a related field 
• 7+ years of experience in client project implementation/project management roles (healthcare preferred).
• 7+ years of experience in customer success, account management, or business relationship management, preferably within Additive Manufacturing or Healthcare industries.
• Proven track record in post-sales account management, driving adoption and managing complex customer environments.
• Experience leading geographically dispersed project teams.
• Experience with a regulated environment preferred.
• Experience with Additive Manufacturing processes a plus.
• Strong Service Excellence management knowledge and experience 
• Will require domestic travel, as needed to support customer engagements.

• A proven track record of leadership success
• Possesses superior organizational, project management, analytical and prioritizing skills.
• Must possess excellent interpersonal and oral/written communication skills, and expresses ideas clearly and concisely. 
• Possesses strong problem-solving and facilitation skills. 
• In-depth knowledge of Ricoh 3D for HealthCare’s’ portfolio of products, services, and solutions.
• Consistently models the highest level of service orientation and professionalism. 
• Ability to work independently.
• Ability to manage multiple accounts simultaneously and manage priorities in a demanding environment.
• Ability to manage change, navigate evolving customer needs, and adapt strategies accordingly to drive long-term customer success.
• Ability to lead without direct authority by influencing internal teams and customers to align with business objectives and client success strategies.
• Possesses ability to maintain strict confidentiality. 
• Must possess a drive for excellence and resourcefulness to solve practical problems and deal with a variety of concrete variables in situations where only limited information exists.
• Possesses leadership ability and sound judgment and decision-making ability. 
• Possesses excellent customer service skills including ability to follow up to ensure closure of issues.
• Possesses excellent listening and interviewing skills, tact, situational awareness, charisma, and the ability to negotiate.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Possesses ability to create, maintain and publish comprehensive reporting for assigned engagements.
• Ability to see the big picture and align Ricoh’s offerings with customer long-term goals while anticipating potential growth opportunities.
• Possess advanced skills using MS Office Suite.

Working Conditions, MENTAL AND PHYSICAL DEMANDS

• Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level
• Work has cyclical stress due to frequent goals and deadlines, and daily stress due to the responsibility associated with the incumbents’ decisions, outcomes and potential outcomes
• Work is mostly sedentary, but does require walking, standing, bending, reaching, lifting or carrying objects that typically weight less than 10 lbs. (e.g., papers, books, files and small parts, etc.)
• Requires moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools)
• Requires periodic customer site visits whose locations may or may not be serviced by public transportation

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.