Fujifilm Healthcare is focused on becoming a company that can reinforce the advancement of human health through its offering of products and technologies, supporting the transformation taking place in the healthcare sector. Fujifilm Healthcare’s role in Europe involves a commitment to creating new clinical value and improving the medical environment by bringing the latest innovations to healthcare providers, so that they can deliver faster, more accurate diagnosis and treatment to their patients. Fujifilm Healthcare is dedicated to working with healthcare professionals by offering one-stop comprehensive solutions that boost efficiency and automation, leading to a fully patient-oriented approach and a healthier future for people across Europe.
Fujifilm Healthcare UK is looking for a Customer Success Manager to build and maintain successful relationships with customers and represent all of Fujifilm Healthcare’s business units
Home Based / Customer site travel 75%
Key responsibilities
- Manage successful customer relationships with stakeholders at all levels to maintain customer satisfaction
- Ensuring the business meets contractual obligations
- Managing regular in-person and online Service Reviews
- Measuring levels of customer satisfaction in line with the company strategy, goals and objectives and driving initiatives to ensure the business delivers market leading levels of customer support
- Work with the Strategic Relationship Manager and internal business units to ensure the required levels of service are delivered to the customer with Service Improvement Plans agreed and progressed, where required
- Work with 3rd party suppliers to ensure their service levels meet contracted levels. Service Improvement Plans agreed and implemented, where required
- Manage relationships with all business units and product managers
- Ownership of the Problem Management process (identification, creation and daily drive of Problem management and Problem records)
- Working with other business units to organise portfolio events for customers
Key competencies
- An understanding of ITIL standards and or ISO 20000
- Knowledge of Healthcare IT systems and medical imaging modalities
- Extensive experience in developing project management and service procedures and processes. Ability to think out of the box, to evaluate current processes and identify areas for improvement
- Experience in the application of service best practices
- Experience in leading and managing technical teams to improve delivery to customers
- Extensive experience in working with, managing, and resolving customer problems and issues. Must have the ability to understand, relate, and build confidence to customers
- Strong commercial and negotiation skills
- High level of proficiency in the use of Microsoft office tools
- Willing to travel up to 75% including regular time in Fujifilm House, Bedford
- Able to work independently and as part of a team
- Excellent verbal and written communication skills
- Excellent strategic and planning skills
We are an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability status. At FUJIFILM Healthcare Europe we are proud of our culture which favours diverse thinking, encourages collaboration, and insists on respect and integrity. We aspire to create an energetic, dedicated, and enjoyable work environment for all and hope you will consider joining us!
