Manager, Customer Success – Operations

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🕒 Outubro 27

🏖️ New Jersey – Remoto

🏖️ New Jersey – Remote

💵 $100.000 - $130.000 / ano

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

🏆 Sucesso do Cliente

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Stago

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1945

🏥 Saúde

💼 Consultoria

📦 Logística

Healthcare • Consulting • Logistics

A Stago é uma empresa global de diagnóstico especializada na ciência da hemostasia e trombose, fornecendo instrumentos laboratoriais, reagentes, programas de controle de qualidade e serviços relacionados para testes de coagulação clínica. A empresa oferece analisadores e ensaios de hemostasia (incluindo testes de D-dímero), programas de avaliação externa da qualidade (EQA), educação continuada e ferramentas digitais como My Personal Space e My Expert QC para apoiar a gestão da qualidade do laboratório e os serviços de conta do cliente. A Stago atende hospitais, laboratórios clínicos e prestadores de serviços de saúde com suporte técnico, produtos aprovados por reguladores e recursos educacionais.

Descrição

• Develop and implement Stago's operational Customer Success strategy • Establish proactive engagement standards, customer segmentation, and differentiated service approaches • Establish customer health indicators using operational, financial, supply, satisfaction, and engagement data • Proactively engage at-risk customers and coordinate corrective action • Oversee the operational customer experience from onboarding through ongoing account management • Establish expectations for proactive communication, issue resolution, escalation management, and follow-through • Resolve complex customer concerns with urgency, transparency, and accountability • Simplify the customer journey and reduce operational friction • Partner with Sales to support commercial execution, customer onboarding, strategic account initiatives, and complex customer requirements • Oversee quotation preparation, account setup, pricing implementation, contract administration, standing orders, and account maintenance • Identify and communicate customer insights, purchasing trends, sales opportunities, and retention risks • Oversee order processing, standing orders, releases, returns, credits, and ERP transactions • Maintain pricing, contract terms, customer master data, and delivery requirements in applicable systems • Establish controls and audits to reduce pricing discrepancies, order errors, credits, rebills, and other operational issues • Partner with Finance, Sales, IT, Supply Chain, Marketing, and other stakeholders to resolve issues and improve efficiency • Support accounts receivable performance and resolve customer payment issues • Coordinate customer ordering patterns, standing orders, demand forecasts, and product availability • Communicate shortages, backorders, allocations, product transitions, and recovery plans to customers • Oversee customer-facing implementation of sequestering and allocation policies • Establish and monitor KPIs for customer satisfaction, responsiveness, order accuracy, pricing accuracy, issue resolution, customer health, and efficiency • Analyze ordering trends, account activity, payment patterns, service issues, and operational data • Lead workflow simplification, process standardization, automation, and continuous improvement initiatives • Recruit, onboard, coach, develop, and retain the Customer Success & Operations team • Establish performance expectations, conduct one-on-ones and reviews, and create development plans • Develop team capabilities in customer communication, relationship management, ERP proficiency, project management, analytics, financial acumen, problem solving, and commercial awareness • Coach employees through complex customer conversations • Build cross-training, development, and succession plans • Hold employees accountable for accuracy, responsiveness, communication, ownership, and follow-through

🎯 Requisitos

• Bachelor's degree in Business Administration, Supply Chain, Finance, Healthcare Administration, Operations Management, or related discipline required • Minimum 7 years of progressive experience in Customer Success, Commercial Operations, Sales Operations, Customer Service, Supply Chain, Account Management, or a related function required • Minimum 3 years of people leadership experience or demonstrated leadership of complex teams and projects required • Healthcare, medical device, diagnostics, life sciences, or another regulated industry experience strongly preferred • Experience supporting hospitals, IDNs, distributors, or complex B2B customer organizations preferred • Demonstrated experience managing complex customer-facing operational processes and cross functional projects • Experience with ERP and CRM systems strongly preferred • Experience with pricing, order management, accounts receivable, contracts, customer master data, forecasting, or demand planning strongly preferred • Located in the Eastern or Central time zones • Travel up to 25% of the time including international travel

🏖️ Benefícios

• medical insurance • dental insurance • vision insurance • FSA • 401k • PTO • life insurance • disability insurance • comprehensive leave program • bonus plan eligibility • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

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