Customer Success Manager

Job description

The Position

Customer Success Manager

At Roche, we are passionate about transforming patients’ lives, and we are bold in both decision and action - we believe that good business means a better world. That is why we come to work every single day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow.

Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create a great place to work and to innovate for patients.

We are looking for candidates with a deep understanding of modern SaaS architecture to help build a software business from the ground up, and with the ability to influence the solution. This position will have many opportunities for growth. In addition, this team will get to work side by side with a team of world-class healthcare providers and researchers who want to impact global healthcare delivery. 

Job Description 

You will be focused on 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 RIS, 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 each country to provide a seamless customer experience. 

The Customer Success Manager develops 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.

Role and Responsibilities

• 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;

• 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;

• Use excellent communication skills to disseminate best practices and product updates;

• 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 RIS team;

• 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;

• Build relationships and partner closely with our Roche counterparts in each country and region, to align with their customer account management approach;

• Provide application services for customers on the use of RIS products;

• 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;

• Collaborate and communicate effectively with cross-functional internal teams including sales, service delivery, marketing, support and product management;

• Serve as an ambassador of RIS and Roche in all customer interactions, maintaining the highest level of professionalism and service.

• Shape the future roadmap of the business by investigating new technology, accessing competitors and ensure that our digital capabilities are always ahead and at the forefront.

• Travel (up to 50%) to customer or Roche sites to support business needs.

Background and Skills

• Education: 

• Bachelor’s degree required, preferably in business administration, IT or a technical discipline;

• Working experience as a healthcare service provider will be an added advantage;

• Knowledge of Lean Practices will be an added advantage;

• Experience: 　　

  • 3+ years of experience in Customer Success, Account Management, or related customer-facing positions;

  • Solid knowledge in healthcare business intelligence, enterprise analytics, enterprise performance management;

  • Successful track record in reaching or exceeding goals in customer retention, customer satisfaction, and account renewals;

  • Deep understanding of healthcare informatics domain (eg. EMR, LIS, HIS or and health informatics integration and interoperability, such as FHIR) in one or more of the following roles: account management, software consulting, project management;

  • Solid knowledge of public healthcare sector affairs, public healthcare insurance system and experience interacting with public healthcare service providers; 

  • Business level of English, Japanese and Korean communication skills is essential; Fluent in Chinese is a plus;

  • Implementation experience of successfully deployed and supported enterprise-scale, web applications in the cloud will be an added advantage;

  • Proven Partnership ecosystem development and collaboration experience collaborating with external partners will be an added advantage;

• Qualities:

• Looking for individuals who are innovative, demonstrate initiative, and capable of functioning independently toward clear business objectives with limited direct guidance.

• Demonstrate Digital Readiness Mindset, System Thinking & Customer Centricity

• Motivated, able to work independently, proactively and Efficiently in a fast paced and changing environment

• You have a sense of responsibility in order to achieve the company's objectives, while respecting its vision and values

• Locations

  • You can be based in: Tokyo, Japan or Seoul, Korea

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche Diagnostics K.K. is a member of Roche group, one of the world's leading healthcare groups in the fields of pharmaceuticals and diagnostics, in charge of in-vitro diagnostic and equipment business in Japan. Roche Diagnostics K.K is also the leading company in our business field in Japan, providing high quality products and latest information as one of the most important sites in Diagnostic division of Roche group.

Roche is an Equal Opportunity Employer.