[Remote] Sr. Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Agfa HealthCare is a division of the Agfa-Gevaert Group focused on providing innovative Imaging IT software solutions for healthcare professionals. The Sr. Customer Success Manager serves as a strategic partner for clients, ensuring they derive maximum value from the solutions while managing relationships, resolving issues, and identifying growth opportunities.ResponsibilitiesServe as the main point of contact and trusted advisor for a portfolio of clientsFoster strong, lasting relationships with key stakeholders at all levels, including department managers and physiciansDevelop a deep understanding of each client’s business objectives and align our solutions to their goalsProactively manage and resolve client escalations with urgency and professionalismCoordinate with internal teams (support, product, services) to drive timely resolution and communicationIdentify root causes of issues and advocate for systemic improvementsOwn customer retention and satisfaction for assigned accounts, including renewal planningPartner with sales to identify and execute cross-sell and upsell opportunitiesContribute to revenue growth by positioning new offerings that meet evolving client needsMaintain accurate and up-to-date records in CRM and success toolsTrack customer KPIs, satisfaction/relationship health scores, and risk indicatorsPrepare reports to present to clients and the leadership teamMeet client satisfaction, retention, and growth goals as measured both internally as well as through KLAS scoresEstablish priorities and collaborate cross-departmentallyTravel is 25-35% depending on customer needs, and can include conference attendanceSkillsBachelor's degree from an accredited college or university with major course work in business administration, communication, marketing, health sciences, or a related field requiredMinimum of 5 years of healthcare experience, preferably in Sales, Account Management, Customer Success, or client-facing roles requiredHas Executive presence and credibility; is confident and poised with individuals at all levelsWorks independently and can prioritize work to meet the customer's needsStrong relationship-building skillsExcellent organizational and time management skillsStrong verbal and written communication skills (including presentation skills)Ability to summarize, and ability to explain technical content to a non-technical executive audienceCollaboration and consultation skillsPositive, flexible, team player attitudeMaster's Degree in Healthcare or Business is a plusProfessional Services experience / Implementations / Project Management is a plusThe ideal candidate should have a strong background in the healthcare IT industry, with hands-on experience in enterprise environmentsProven track record in client-facing roles, partnering with customers to enhance and optimize their overall experienceBenefitsDynamic global organization with a history of innovation and strong product portfolio.Challenging environment combined with a supportive management structure.Career development and growth.Competitive salary and benefit package.Friendly work environment surrounded by dedicated and professional colleagues.Benefits package that supports your physical, emotional, and financial wellbeing.Variable and commission compensation opportunities for eligible rolesVacation entitlementPaid time offTraining and career development programsCompany OverviewThe Agfa-Gevaert Group develops, manufactures and distributes an extensive range of analogue and digital imaging systems and IT solutions, mainly for the printing industry and the healthcare sector, as well as for specific industrial applications. It was founded in 1964, and is headquartered in Mortsel, Antwerpen, BEL, with a workforce of 5001-10000 employees. Its website is https://www.agfa.com.