Customer Relationship Lead

Há 2 dias

São Paulo, São Paulo, Brasil Johnson & Johnson Tempo inteiro

**Job Function**:
Customer Management
**Job Sub**Function**:
Non-Technical Customer Service
**Job Category**:
Professional
**All Job Posting Locations**:
São Paulo, Brazil
**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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