What are the responsibilities and job description for the Customer Success Manager position at American Surgical Company?
Company Description
American Surgical Company® (ASC) is a global leader in developing innovative, single-use medical devices to address the challenges faced during surgical procedures. For over 35 years, ASC has collaborated with medical professionals to create high-quality solutions that improve patient outcomes. Headquartered in Beverly, Massachusetts, ASC operates a manufacturing facility and has established a presence in over 72 countries across six continents.
Role Description
The Customer Success Manager is responsible for ensuring the satisfaction and success of ASC's clients by building strong relationships and serving as the primary point of contact. This full-time position is on-site and located in Lynn, MA. Responsibilities include onboarding new clients, addressing their needs, providing product training, and proactively identifying opportunities to add value. The role also involves coordinating feedback, troubleshooting concerns, and collaborating internally to meet clients' expectations. This position plays a critical role in driving customer retention and maintaining high satisfaction rates.
Qualifications
- Strong interpersonal, communication, and relationship-building skills
- Proficiency in problem-solving, critical thinking, and conflict resolution
- Ability to manage client accounts, deliver training, and coordinate onboarding processes
- Organized and detail-oriented with excellent time management skills to balance multiple clients and tasks
- Familiarity with the healthcare or medical devices industry is highly beneficial
- Proficiency in CRM software and Microsoft Office Suite
- Customer-focused mindset with a commitment to delivering exceptional service
- Bachelor's degree in Business, Healthcare Administration, or a related field (or equivalent experience)