Technical Engagement Manager

Varian Medical Systems, Inc. Atlanta, GA
Job Description

Are you passionate and driven about working with customers to build value? We are looking for a Customer Success Manager (CSM) to join our team!

The Technical Engagement Manager will be the owner of multiple customer relationships. As a Technical Engagement Manager you will be responsible for measuring and ensuring the customer's adoption of Varian's Oncology based software solutions. Efficient in time and resource management, with the ability to work independently with minimal supervision. The Technical Engagement Manager should be able to articulate the value of Varian's Managed Services. Our team is fast and agile, and the successful candidate must have strong, effective, customer engagement and communication skills, creating win/win partnerships.

Job Requirements

* Own overall relationship with assigned clients, which include: increasing adoption, ensuring retention, and world-class satisfaction.

* Work with each customer to define measurable success metrics. Measure progress on an ongoing basis, identify any improvement areas, and lead efforts to achieve total customer satisfaction.

* Work with cross-functional teams to deliver feedback/solutions that exceeds customer expectations.

* Creative and solution–oriented, always chasing to create the best customer experience.

* Collaborate with product, marketing and sales teams to communicate customer needs to design ideal offering/features.

* Ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software.

* Communicate planned maintenance and system upgrade activities with Customer's business and IT counterparts.

* Engage regularly with customers to review operational reports on SLA / usability and address customer concerns.

* Protect existing portfolio by ensuring client objectives continue to be met to support customer retention

Ideal candidate:

* Experience with Varian product and services (ie: Aria, Eclipse, and Treatment delivery software)

* Working knowledge of and experience with SQL, server and desktop operating systems, high level network, Citrix, and virtualization.

Other Qualifications:

Preferred Bachelor's Degree (or equivalent experience) in Computer Science / Information Technology

Excellent verbal and written communication skills

Ability to travel to customer sites approximately 25% - 50%