Customer Success Specialist

Stanley Black & Decker, Inc. Boston , MA 02298

Posted 2 months ago

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Job Description:

Over 15,000 hospitals and senior living communities rely on STANLEY Healthcare solutions to empower caregivers. By connecting caregivers to essential information, to each other, and to those in their care, STANLEY Healthcare is committed to enabling caregivers to deliver better care through its portfolio of Safety and Security, Health and Wellness, Workflow and Operations, and Supply Chain Management solutions. STANLEY Healthcare is a part of Stanley, Black & Decker, Inc.

POSITION SUMMARY

STANLEY Healthcare provides over 5,000 acute care hospitals and 12,000 long-term care organizations with enterprise solutions that transform safety, security and operational efficiency. The STANLEY Healthcare solution set enables customers to achieve organizational excellence and superior care in five critical areas: Patient Safety, Security & Protection, Environmental Monitoring, Clinical Operations & Workflow, and Supply Chain & Asset Management. These solutions are complemented by consulting, training, implementation and integration services. STANLEY Healthcare is proud to be part of Stanley Black & Decker, Inc. For more information, visit www.stanleyhealthcare.com.

We are building a Customer Success organization and seeking an awesome Customer Success Specialist (CSS) to join our team. The ideal candidate will build strong relationships with customers ensuring successful deployment of STANLEY Healthcare products and services.

RESPONSIBILITIES:

Develop and maintain long-term relationships within assigned accounts
Communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality and communicate new feature releases
Closely manage and nurture accounts, identify and remove impediments to customer success
Create and deliver periodic reports to highlight customer successes and provide on-going recommendations for further optimization both internally and externally
Analyze customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed

REQUIRED QUALIFICATIONS

3+ years of experience
Secondary education or equivalent work experience
Previous experience working in a Client or Customer Success role within one of these industries: cloud/SAAS, medical device, wireless networking
Experience with account portfolio planning
Ability to prioritize work and strong time management skills are required
Possess excellent verbal and written communication skills, including ability to present to executive and key decision makers

PREFERRED QUALIFICATIONS

CRM experience with Salesforce.com
Able to work independently
Excellent interpersonal skills with a positive attitude

SBDCSS

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