Customer Success Manager
- Applications are considered on a rolling basis
- Mississauga
- Hybrid
Join a tech company that’s making a difference in healthcare
At Sectra Canada, our objective is to introduce a leading global medical IT solution to the Canadian market, with the aim of establishing ourselves as the top provider of Enterprise imaging and PACS solutions in the country. Our customers operate in some of Canada’s most critical functions, and we are uniquely positioned to help them optimize patient-centered care. Our modular and scalable enterprise imaging solutions allow healthcare providers to grow from ology to ology, while providing efficiencies and advanced technology to modernize Canada’s medical imaging systems, all while protecting the most sensitive information for patients and care providers.
What's exciting about this role?
Customer Success Managers at Sectra serve as the primary, long-term point of contact between the company and our customers. Their main objective is to prioritize customer outcomes and maximize the value derived from Sectra's offerings. This involves closely coordinating various aspects of both the organization and the customer to maintain proactive delivery and planning, while also working closely with customers to provide support, guidance, and solutions to meet their needs and foster long-term relationships and satisfaction.
As a Customer Success Manager, you will have the opportunity to:
- Be the primary point of contact between the Customer and Sectra, managing ongoing activities and escalations within the existing agreement
- Promote Sectra platforms and communication channels for engaging with staff and the Sectra Community
- Analyze customer data to understand how Sectra products are used by the customer with the goal of full adoption of Sectra products and services
- Manage customer expectations by clear communications on existing agreements and its entitlement and benefits
- Act as a customer advocate/liaison and provide customer feedback on Sectra products and delivered services to the proper department(s) or resource(s)
- Keep the customer informed on future updates and changes that could be of impact
- Manage customer feedback
- Assist the customer, if requested, with compliance such as changing regulations/legal requirements, etc.
How we make your job meaningful and rewarding
As the newest Sectra operation, Sectra Canada has the best of both worlds. We embody the energy of a young startup while enjoying the stability of a well-established brand, vast global experience, and a product backed by 40+ years of innovation. The result? An agile, invigorating, highly supportive and fun environment that empowers our team to do their best work and make a difference in people’s lives every day.
In addition to competitive salary and performance-based incentives, we offer a slew of exciting benefits and perks, including:
- Education assistance for team members to continuously enhance their knowledge
- Robust health, dental and vision benefits, effective the month following your start date
- Monthly health spending account
- RRSP matching after 3 months
- Reimbursement of home internet expense
- Minimum 3 weeks of vacation
- Hybrid Environment
Work with great people
Skills & Requirements
So, are you a fit?
- Bachelor's Degree or equivalent combination of education and work experience.
- Minimum of 1-3 years in a technical support environment or project management
- Minimum 3-5 years of experience in customer account management or customer success
- Working knowledge of Radiology PACS and clinical workflows
- Customer-centric attitude and focus with the willingness to go above and beyond
- Collaborative and highly effective in partnering with internal teams for seamless support of clients
- Highly attentive to customer needs and requests, able to identify and address proactively
- Able to build and maintain long-term customer relationships and to be perceived as a trusted advisor
- Strong organizational and planning skills
- Excellent written communication skills
- Proactive individual who is able to work under pressure, retaining focus and positive attitude
You can also learn more about what it’s like to work at Sectra here.
Equal opportunity employer
Healthcare is a universal priority, and we need people from all backgrounds to help build a healthier and safer society. Our employees are people with different strengths, interests, experiences and backgrounds, who share a passion for improving people's lives. We embrace our differences and celebrate our uniqueness, and we respect and value all of our employees' points of views. Our non-discrimination policy extends beyond recruitment practices to encompass all terms, conditions and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits and termination of employment.
Great Place to Work
Great colleagues
Personal development
Innovation & technology
Global environment
Working close to customers
Making a difference
Göra skillnad
Personlig utveckling
Global miljö
Grymma kollegor
Innovation och teknologi
Kundfokus
Fantastiske kollegaer
Arbejde tæt på kunderne
Innovation & Teknologi
Globalt miljø
Personlig udvikling
Gør en forskel
Je maakt écht verschil
Persoonlijke ontwikkeling
Duurzaamheid
Leuke collega’s
Innovatie & Technologie
Werk samen met medische professionals
Gjøre en forskjell
Personlig utvikling
Globalt miljø
Fantastiske kollegaer
Innovasjon og teknologi
Arbeide nær kunder
About the company
Sectra develops and sells cutting-edge solutions for medical IT and cybersecurity. We help hospitals and those who are training future healthcare personnel to improve their efficiency so that patients can receive better care. We also support and help defense, authorities, and critical social functions to secure their communication against eavesdropping and protect their systems against unauthorized access. This is how we create conditions for a healthier and safer society.
One thing that identifies us at Sectra is our customer obsession— our ability and willingness to understand, create value for and stand up for our customers. This shared priority is at the core of our culture. Our customers describe this as having the knowledge to meet expectations, the passion to exceed them. As we hire for attitude and ability - train for skill, we happily expand your knowledge, if you bring the passion and willingness to learn.
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