Client Success Advisor

Work Flexibility: Remote

Who We Want:

• Self-directed imitators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.
• Strategic thinkers. People who enjoy analyzing data or trends for the purposes of planning, forecasting, advising, budgeting, reporting, or sales opportunities.
• Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.

What You Will Do:

You are the primary, customer facing role responsible for helping software as a service (SAAS) customers achieve their strategic objectives and extract maximum value from their investment in our products (Ease). Youwill drive solution adoption post-deployment for defined customers, supports retention and expansion of our products alongside account executives, and serve as trusted advisor to our customers.

You will establish and maintain long-term relationships with client executives and champions, ensuring that activities are closely aligned with business strategy and intended success metrics. Additionally, youwill develop a deep understanding of customers' business objectives and be able to identify and articulate how our solution supports the achievement of those goals driving increased volume and breakthrough performance throughout the customer life. You are responsible for understanding the 'health' of our customers, ensuring they grow into solution advocates.

• You will proactively create, analyze and deliver strategy business reviews illustrating solution's value (e.g. patient satisfaction, customer engagement, utilization, clinical impact and ROI), demonstrating a strategic command of the client's experience and linking results to the client's key business objectives.
• Be a consistent presence growing system utilization by building strong customer relationships with leaders and users by sharing your deep product knowledge about optimizing the use and adoption of our products and tools.
• In partnership with account executives, own the overall relationship with assigned clients in a blended portfolio of customers, focusing on growing adoption and ensuring retention, expansion, and satisfaction.
• Share customer success outcomes and stories and partner with internal stakeholders on cross-sell, up-sell opportunities, or at-risk renewals.
• Share your experience supporting customers to ensure optimized adoption and product enablement.
• Perform ongoing industry research to identify best practices and better understand healthcare challenges, opportunities and trends while providing meaningful value to customers.
• Monitor and provide coaching and training to users / teams to drive greater adoption and engagement.
• Develop and participate in initiatives to proactively communicate updates and collect client feedback to ensure the solution is providing as much value as possible.
• Synthesize client feedback, market research and analytics to identify new use cases and solution functionality.
• Passion for customer experience, transformation, and acting as a change agent
• Excellent analytical and problem-solving skills, a positive approach, and an authentic desire to provide extraordinary service to achieve customer's business objectives are critical to success in this position
• Strong communication skills with the proven ability to present concepts and articulate business value and return on investment to the customer
• Ability to build positive, productive, and effective professional working relationships across cross functional globally disperse teams
• Excellent customer facing training skills, with the ability to create custom materials and a creative approach to growing utilization at each customer site
• Excellent verbal and written communication skills, including demonstrated ability to develop and deliver compelling presentations
• Strong interpersonal skills, cross-team collaboration, ability to influence, open and honest feedback and interaction
• Proactive, forward thinking and ability to synthesize disparate information effectively and quickly into clear recommendations, actions, and decisions
• Ability to rapidly gain/build trust and confidence of internal and external stakeholders

What You Need:

• Bachelor's degree is needed for this role.
• 4+ years of experience in healthcare, account management, consulting, strategy, business planning & execution, or program management in technology
• Strongly prefer experience in healthcare, B2B SaaS solution, perioperative clinical experience and 1+ years of patient care experience and 2+ years combined experience in clinical informatics or clinical project implementation
• Ability to effectively work remotely as part of a dynamic team
• Travel up to 30% within assigned region required
• Ability to meet any customer requirements to be allowed onsite. These could vary, hospital to hospital.

• $95,100- $140,000salary plus bonus eligible + Benefits (Health, Vision, Dental, 401K, Tuition Reimbursement, Employee Assistance Program, Wellbeing Program, Employee Stock Purchase Program). This information reflects the anticipated salary range for this position based on current national data. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

Travel Percentage: 30%

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer - M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.