1+ months

Director, Customer Support and Success

Vital Images
Minnetonka, Minnesota 55343
  • Job Type
    Employee
  • Job Status
    Full Time

COMPANY OVERVIEW

At Vital, what we do matters. As a leader in the medical imaging software industry, this is at the heart of every product we develop, every service we provide, and especially each member of our team. Vital is part of Canon Medical Systems, and together we lead the industry with the latest health imaging informatics solutions. We improve the quality of patient care by developing innovative products that enable the exchange, analysis and storage of clinical information across health care enterprises and communities. Our products handle millions of medical images and health records a day across the world. Vital Images experiences the best of both worlds with a dynamic and collaborative environment, casual culture, and agility of a mid-sized company, while having the support and resources of Canon.

 

Our offices are based in Minnetonka, Minnesota; Waterloo, Ontario; Copenhagen, Denmark; The Netherlands; and Beijing, China. We value our team’s innovation, enthusiasm, and dedication to help improve the lives of patients. Do you want to be part of a passionate team that believes what we do matters? Then a career with Vital Images might be right for you!

 

POSITION OVERVIEW

The Director of Customer Support & Customer Success is responsible for directing the global Customer Success team. This includes the oversight of all activities and employees in the Vital Customer Support Center in addition to the Customer Success Management (CSM) team.  This position requires in depth knowledge and demonstrated management skills for enterprise software support.  The Director is responsible to lead and maximize functional, financial and operations performance of the Customer Success organization and deliver world class support Services to our global customers, subsidiaries, distributors and re sellers.

 

RESPONSIBILITIES

  • Proactively develop and implement strategies to ensure the highest levels of customer satisfaction for software solutions targeted for Enterprise-class customers
  • Be able to articulate and implement a well-defined Customer Support Framework, expand and enhance our global support infrastructure around the world (APAC, EMEA, North America).
  • Maintain and develop existing client relationships, including large enterprise customers at both the executive and business sponsor levels through various levels of communication including on-site meetings, regular conference calls, and email communication.
  • Act as a key advisor and resource to executives and customers, requiring negotiation of extremely critical matters, and show capability for influencing decisions, policies and manage and diffuse client escalations.
  • Lead Customer Support and Success teams globally including operations, organizational structure, process improvement, budgets, hiring, technology, quality, reporting, escalations, and training.
  • Oversee operations to protect and grow maintenance and support revenue. Includes maintenance forecasting, pipeline review and accountability for all maintenance and support contracts, consisting of over 50% of all company revenues.
  • Partner with leaders in the company including Engineering, Product Management, Sales, Marketing, and Finance to drive company performance.
  • Work closely with subsidiaries, distributors and re sellers to ensure consistent delivery of customer services.


EDUCATION AND SKILLS

  • Bachelor’s Degree or equivalent work experience
  • 7+ years of work experience in a client services/account management role, preferable with larger multi-level organizations that have numerous business drivers and priorities
  • 5+ years of experience with teleservices and infrastructure that results in world class customer outreach and engagement.
  • Knowledge of call center phone systems, SalesForce.com preferred
  • B2B software experience and understating of business metrics a plus
  • Strong customer focus/relationship background
  • Strong business acumen and strategic focus
  • Ability to travel up to 25%


WHAT WE OFFER YOU

Vital offers a dynamic work place, competitive compensation package, and room for learning and growth in our organization. This is an environment in which things move quickly and you’ll have the opportunity to make an impact. We have a casual dress code, offer flexible work hours and actively foster work-life balance, because anything else simply isn’t sustainable. Our Minnetonka, MN office is located about 12 miles southwest of downtown Minneapolis. Our office is near several walking paths and restaurants that are a quick drive away. In our office of 170, we have free healthy snacks, a deli on site and Friday massages. Our team at Vital loves what we do and has fun doing it together. What we do matters and we look forward to receiving an application from you!

 

 

Vital is an Equal Employment Opportunity and Affirmative Action employer.  We do not discriminate based upon race, color, religion, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Categories

Posted: 2018-10-18 Expires: 2018-12-17

Vital Images

At Vital, what we do matters. This is at the heart of every product we develop, every service we provide, and especially each member of our team. Vital is part of Canon Medical Systems, and together we lead the industry with the latest health imaging informatics solutions. We improve the quality of patient care by developing innovative products that enable the exchange, analysis and storage of clinical information across health care enterprises and communities. Our products handle millions of medical images and health records a day across the world. Vital Images experiences the best of both worlds with a dynamic and collaborative environment, casual culture, and agility of a mid-sized company, while having the support and resources of Canon.

Our offices are based in Minnetonka, Minnesota; Waterloo, Ontario; Copenhagen, Denmark; The Netherlands; and Beijing, China. We value our team’s innovation, enthusiasm, and dedication to help improve the lives of patients. Do you want to be part of a passionate team that believes what we do matters? Then a career with Vital Images might be right for you!

Featured Jobs

Career News

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Director, Customer Support and Success

Vital Images
Minnetonka, Minnesota 55343

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast