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Hologic Customer Success Manager in Marlborough, Massachusetts

Customer Success Manager

Marlborough, MA, United States

14 days

Job Overview

Customer Success is a team committed to putting the customer first by effectively implementing innovative strategies to help our customers realize their business outcomes through full value realization of our products and services, while delivering on accelerated revenue growth.

At Hologic, the Customer Success Manager (CSM) is a critical partner of our Sales, Service and Marketing teams, ensuring our subscription and service solutions enable the success of our customers. As the CSM, you will be introduced to the customer post-sale to deliver on the following:

Essential Duties and Responsibilities

Customer First:

  • Deliver customer onboarding to new customers who have purchased subscription and/or service to align on expectations and priorities.

  • Track and assess product utilization and capture data insights to share back with the customer.

  • Drive the overall consumption and adoption of our products and services to help the customer realize the full value of their purchase.

  • Perform ongoing check-ins with the customer to ensure they’re tracking to success, helping connect them to additional tools and resources needed to elevate their experience.

  • Identify customer risk and its associated causes and proactively work to remediate that risk.

Innovative Strategies

  • Execute against initiatives set out to best engage our customers so that they are always “in the know” of new enhancements, services and solutions that meet their evolving needs.

  • Connect with identified customer advocates on a regular basis to socialize new ideas with, collect feedback from, and serve as a true VOC.

  • Perform targeted campaigns.

Accelerate Revenue Growth

  • Identify opportunities through daily engagements and/or targeted campaigns to generate interest in new products for our field sales team to further qualify and drive forward.

  • Drive activities to increase retention of subscription and service customers, increasing their likelihood to renew and continue their partnership with Hologic.

Qualifications

  • Highly accountable, with experience in managing multiple tasks at different stages to completion

  • Strong understanding of organizational stakeholders across departments

  • Excellent written and verbal communication skills

  • Strong knowledge of Microsoft Office (ex. Word, Excel, PowerPoint), SalesForce.com and Oracle

  • Ability to travel as required

Education

  • Bachelor’s degree in Business or a scientific discipline or equivalent experience

Experience

  • 10+ years in Sales, Customer Success, or consumer-based marketing within healthcare

  • Direct engagements with contract-based customers

  • Proven record of delivering against a quota

Additional Details

  • Ability to travel required as needed (25%)

Agency and Third Party Recruiter Notice:

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans

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