Customer Experience Mgr

Varian Medical Systems, Inc. Spring, TX
Job Description

The Customer Experience Manager (CEM) is responsible for driving customer growth, adoption and success with Varian. This individual must be comfortable consulting with a variety of mid-size and enterprise customers from a range of industries. The CEM should be able to articulate the value of Varian's Managed Services (Full Scale) to inspire and support customer adoption and expansion. The Customer Experience Manager (CEM) position is the customer's navigational guide throughout each phase of the customer's journey from onboarding to renewal. The CEM works with customer contacts up to the CXO level, as well as, internal department contacts to provide a high-touch experience for strategic customers. • Manage and execute a repeatable process for a seamless transition from presales through operations of the Managed Service / SaaS solution using the Information Technology Infrastructure Library (ITIL) Framework. • Works to ensure successfully implementation of the managed services. This will include coordination with the onboarding team of the processes, systems and functions to package, build, test and deploy a release into production and establish the service specified in the customer and stakeholder requirements • For smaller customer implementation may assume some or all the responsibility of the onboarding team. • Align the Managed Service / SaaS solution with the customer business and clinical requirements. • Provide presales Technical Consulting for the Managed Services / SaaS offerings within Varian • Participate in Terms and Conditions negotiations process with Sales and Customer, minimizing impact of change on services, for Service Delivery (once assigned to a customer) • Reduce performance variations, known errors, minimize risk and provide risk mitigation • Manage customer expectations for scope changes during the entire Managed Services / SaaS lifecycle from presales to onboarding to service • Ensure process follow through using industry tools like ITSM, CMDB, Monitoring and Cyber Security tooling • Problem management and solutioning for Customer issues related to all products within Varian Managed Services • Coordinate planned maintenance and system upgrade activities with Customer's business and IT counterparts • Manage the Closed Loop Corrective Action process for unplanned outages • Works with Global Operations team to generate operational reports and Key Performance Indicators (KPI) • Meet with customers on a regular cadence to review operational reports on SLA / usability and understand customer concerns • Ensure compliance with IT governance - Customer, Varian, and governmental • Build relationships with key customer executives and departmental managers • Investigate and understand the internal business processes of client base to assist them with their solution strategy • Identify and cultivate new opportunities by making existing client base aware of new, emerging or existing technologies, demonstrate the value of these technologies and how they can affect positive results for the client • Protect existing portfolio by ensuring client objectives continue to be met to support customer retention • Coordinate internal resources to build strong partnerships and successful cross-department service delivery model • Single Owner for customer escalations, expansions, and all managed service needs

Job Requirements

Required Certifications and Training PMI certification is desired. Obtains and completes LMS training plan specific to assigned responsibility. Experience Level with Business Tools Proficient in utilizing business tools such as: E-mail, Microsoft Project, Visio, Word, Excel, and PowerPoint. Experience with SAP or equivalent ERP product and productivity software desired. Knowledge Developing professional skills and experience. Job Complexity Works on problems of diverse scope where analysis of situations or data requires a review of a variety of factors. Exercises independent judgment and discretion in solving complex business problems. Interaction Builds productive internal/external working relationships. Supervision Normally receives general instructions on new projects or assignments. Typical Education and Experience Bachelors Degree (or equivalent experience) in Computer Science / Information Technology / Information Systems or equivalent and experience with deploying and managing complex Enterprise Software products in a private / hybrid / public cloud • IT Generalist (More details can be found at -- https://enwikipediaorg/wiki/Information_Technology_Generalist) • Experience in conflict resolution • Ability to assess client requirements and identify issues to take appropriate preventative action • Excellent verbal and written communication skills • Understanding of HIPAA / HITRUST / ISO27001 requirements a plus • General understanding of Varian application architecture a plus

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