SaaS Customer Success Manager with German and French

Together, we can beat cancer.

At Varian, a Siemens Healthineers Company, we bring together the world's best talent to realize our vision of a world without fear of cancer. Together, we work passionately to develop and deliver easy-to-use, efficient oncology solutions.

We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.

If you want to be part of this important mission, we want to hear from you. 

Customer Success Manager (Remote)

The Customer Success Manager is part of the Customer Success Team within Varian’s Multi-Disciplinary Oncology business unit. We are responsible for Customer Success management for Varian SaaS software and services.

We are looking for a CSM to be working with our SaaS portfolio customers. In this role, you will be instrumental player in ensuring successful planning and coordination of Varian’s SaaS product implementation, driving adoption and satisfaction post go-live, and ensuring that our customers reach their goals and have strong, trusting relationship with Varian.

The CSM understands customer workflows to be able to communicate effectively with clinicians, define and improve provider workflows and capture their needs. The CSM develops close relationship with customer stakeholders, understands customer’s near-term and long-term priorities, and helps them to achieve measurable benefits using data driven insights. The CSM works closely with internal teams including project manager, technical implementation, product team, professional services and sales, helping to improve our offering and grow our business. The CSM is technical enough to maintain detailed understanding of the product roadmap and provides input into the product development.

What you will be responsible for:

• Develop a trusted relationship with our customers including clinic end users, customer project team and stakeholders.
• Understand the needs and business objectives of our customers, executes and oversees project timeline, customer adoption and development of best practices.
• Be the single point of contact for the customer and proactively solve challenges. Work closely with internal teams to resolve issues on a timely manner.
• Work with Account Managers and customers to develop and maintain customer success plan that outline the key performance metrics to be achieved with corresponding success metrics.
• Analyze customer success metrics and feedback and assess risks to identify opportunities to improve. Report regularly to customer and Varian leadership.
• Partner closely with internal teams, including project management, product, technical implementation and professional services teams, and translate business needs, industry trends and customer requirements to them, and engage actively in helping our internal teams to improve our SaaS solutions.

• Support Sales teams in pre-sales phase and helps with customer training when needed.

Succeeding in this position means that you have:

• Experience in customer success management and/or software implementation, customer service, account management or consulting within Healthcare Setting.
• Build strong relationships with customer and internally, engage proactively, listen and understand concerns and provide solutions.
• Ability to see end-to-end process and to think downstream impacts. You are able to analyze complex workflows and to problem solve.
• Drive adaption of services and deliver on time. Anticipate risks – both people and process based – and be proactive in handling them.
• Fluent in French and English required, German also preferred
• Excellent communication and collaboration skills and passion for delivering excellent customer experience.
• Willingness to travel to customer sites (up to 20%)
• Bachelor´s degree (or equivalent experience) from a relevant field (for e.g. Health Administration, Digital Health, Business) with min five years of related experience.
• Understanding of oncology or radiotherapy workflows is a plus.
• Prior experience with SaaS products/services is a plus.

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