Digital Health Customer Success Specialist

7 giorni fa

Roma, Lazio, Italia Baxter A tempo pieno

About Baxter

Baxter is a leading global healthcare company that is on a journey to separate its ~$5B Kidney Care segment into a standalone company, Vantive. Vantive will build on Baxter's nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve.

Job Description

The Digital Health Customer Success Expert will lead and run successful customer implementations across Baxter's digital product portfolio. This role will closely engage with the Regional/Country Sales and Marketing Teams to support the pre-sales process.

Key Responsibilities

  • Develop proposals and/or other documents in response to requests from prospective clients and/or current clients when up for renewal.
  • Analyze 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.
  • Collaborate with other departments including Marketing, Sales, Legal and Technology, to produce high-quality, accurate responses.
  • 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 Baxter's 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 Baxter's digital capabilities and how they enable a differentiated experience with the company.

Implementation and Customer Success Management

  • Lead the project management of customer implementations, end-user training, change management and the launch of Baxter's portfolio of digital products and services.
  • Collaborate 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.
  • Provide excellent management of client satisfaction through HyperCare support to ensure customer end-users (e.g. nurses, physicians, BioMed) and patients are successfully using Baxter's 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.

Requirements

  • 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.

About Vantive

Vantive will build on Baxter's nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve.

Key Skills

  • Strong understanding of digital health trends and domains.
  • Excellent project management and organizational skills.
  • Outstanding problem-solving and interpersonal skills.
  • Proficient English and Italian.

What You Will Bring

As a Digital Health Customer Success Expert, you will bring a strong understanding of digital health trends and domains, excellent project management and organizational skills, outstanding problem-solving and interpersonal skills, and proficiency in English and Italian.

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