Customer Relationship Manager

4 semanas atrás

São Paulo, São Paulo, Brasil Johnson & Johnson Tempo inteiro
**Function**
- Customer Management
**Sub function**
- Non-Technical Customer Service
**Category**
- Senior Analyst, Non-Technical Customer Service (P6)
**Location**
- São Paulo / Brazil
**Date posted**
- Jun
**Requisition number**
- R-
**Work pattern**
- Hybrid Work
Description
**Job Function**:
Customer Management
** Job Sub Function**:
Non-Technical Customer Service
** Job Category**:
Professional
** All Job Posting Locations**:
São Paulo, Brazil
** Job Description**:
**Key Responsibilities**:
- ** Customer Relationship Management**:
Serve as the main point of contact for assigned accounts; build trusted relationships with both clinical and administrative users.
- ** Adoption & Enablement**:
Support implementation efforts, train users, and drive adoption through ongoing education and workflow integration.
- ** Issue Resolution**:
Manage day-to-day customer inquiries and collaborate internally to address challenges quickly and effectively.
- ** Account Monitoring**:
Track customer engagement and satisfaction metrics; identify risks and opportunities for deeper adoption.
- ** Feedback Loop**:
Gather input from customers and work with internal teams to continuously improve the product and customer experience.
- ** Success Planning**:
Develop tailored engagement plans to help customers meet defined success outcomes.
- ** Documentation**:
Maintain detailed records of all interactions, risks, and action items in internal systems.
- ** Value Storytelling**:
Assist in developing success stories and case studies that highlight customer outcomes.
**Qualifications**:
- 5+ years in customer success, account management, or clinical enablement roles, preferably in healthcare or digital health.
- Familiarity with hospital or clinical workflows and the ability to navigate complex stakeholder environments.
- Exceptional communication and interpersonal skills.
- Organized, proactive, and comfortable managing multiple priorities.
- Familiarity with the product lifecycle from conception to launch as well as product management tools and methodologies (e.g. Agile, Scrum)
- Familiarity with software development processes and tools. Has a basic knowledge of network connectivity and hardware. Basic knowledge of UX/UI principles to collaborate effectively with design teams.
- Willingness to travel up to 15%.

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