Digital Health Customer Success Expert

4 settimane fa

Roma, Lazio, Italia Baxter A tempo pieno

Vantive: A New Company Built On Our Legacy

Baxter is on a journey to separate our ~$5B Kidney Care segment into a standalone company. Vantive* will build on our nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us.

At Vantive, you will become part of a community of people who are focused, courageous and don't settle for the mediocre. Each of us are driven to help improve patients' lives worldwide. Our mission is to revolutionize kidney care and other vital organ support.

*Completion of the proposed separation of Kidney Care from Baxter into a standalone company (to be named Vantive) remains subject to the satisfaction of customary conditions.

The Digital Health Customer Success Expert - Italy is a commercially oriented consultative role in our EMEA Digital Health organization.

Primarily responsible for leading and running successful customer implementations across our digital product portfolio, you will closely engage with the Regional/Country Sales and Marketing Teams to support the pre-sales process. Your digital health subject matter expertise will be vital in articulating value proposition to customer decision makers (Administrative, IT) and in addressing specific IT requirements/needs of customers for effective integration of our digital solutions.

Your team

This position reports to the Digital Health Versia EMEA Manager and supports our digital portfolio across Kidney Care, including both Chronic and Acute businesses.

What you'll be doing

Pre-sales Engagement

  • Drives the development of proposals and/or other documents in response to requests from prospective clients and/or current clients when up for renewal.
  • Analyzes and understand the requirements of Request for Pricing (RFPs), Request for Information (RFIs), and Security Questionnaires and plan and craft responses that adequately meet and address these requirements.
  • Collaborates with other departments including Marketing, Sales, Legal and Technology, to produce high-quality, accurate responses + Maintains RFP database that includes the FAQ / Technical / Legal / Security Product answers.
  • Prepare customer pitch decks collaborating with Global and Regional/Country Marketing to describe the value proposition
  • Develop customer facing collateral such as software/data specifications and implementation requirements to help customer IT collaborators clearly understand how our innovative solutions would be deployed and supported in their environment.
  • Participate in pre-sales discussions with customers to offer digital health expertise from product and IT perspectives.
  • Perform customer demonstrations to highlight our digital capabilities and how they enable a differentiated experience with Baxter.

Implementation and Customer Success Management

  • Leads the project management of customer implementations, end-user training, change management and the launch of Baxter's portfolio of digital products and services.
  • Collaborates with Integration Engineers and Customer IT teams to ensure the successful technical implementation of Baxter's digital products including end-user acceptance and validation of the solutions.
  • Provides excellent management of client satisfaction through HyperCare support to ensure customer end-users (e.g. nurses, physicians, BioMed) and patients are successfully using our digital products.
  • Review adoption and outcome metrics with customer end-users and leadership collaborators and provide continuous training.
  • Provide timely and relevant feedback on digital product/service enhancements based on customer feedback to Global Product Teams to incorporate into product roadmaps.

What you will bring

  • Background in computer science or engineering with confirmed experience in supporting pre-sales, implementation, training, or customer success management for digital products in Healthcare, MedTech or Life Sciences.
  • Broad familiarity with key trends and domains in digital health, e.g. Cybersecurity, Data Privacy, Artificial Intelligence, Data Analytics
  • Project Management Professional (PMP) or other project management certification and experience in a consulting environment is preferred.
  • Exceptional project management and organizational skills, with attention to detail and ability to prioritise tasks
  • Outstanding problem-solving and interpersonal skills; especially asking questions and listening.
  • Proficient English and Italian

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