Strategic Customer Success Manager, Healthcare & Medical Devices at Syndigo
Portugal
<div class="content-intro"><p>Syndigo gets great products chosen. Every choice in commerce, whether by a shopper, a search engine, a marketplace, or an AI assistant, is made on product data, and our software makes that data complete and trusted and moves it across the industry's largest two-sided commerce network: 15,000+ brands and 3,500+ retailers. Companies like AutoZone, Colgate-Palmolive, Dole International, Unilever, and Walgreens trust Syndigo to get their products chosen. Learn more at <a class="x_Hyperlink x_SCXW119145975 x_BCX4" href="https://nam04.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.syndigo.com%2F&data=05%7C02%7CBrianna.Sprutta%40syndigo.com%7Cb92e522c65a84b3d2ca808df090f6260%7Cf97df943e0064ddb89ab7c266ca1e0bd%7C0%7C0%7C639239633817574419%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=ygxbt7gDOgqiIyaC4QfJm2kukJkN9xSURHy78IEaEOQ%3D&reserved=0" data-auth="NotApplicable" data-outlook-id="599c69ec-14b8-4e75-976a-fd301c828415" data-linkindex="1"><u>www.syndigo.com</u></a>.</p></div><h3><strong><span data-contrast="none">About Syndigo</span></strong><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></h3> <p><span data-contrast="none">At Syndigo, we enable brands and retailers to deliver better eCommerce experiences. We are the trusted source of accurate, enriched product content and data—powering confident buying decisions and better digital commerce outcomes, including in highly regulated industries such as healthcare and medical devices, where data accuracy and compliance are critical.</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p> <p><span data-contrast="none">We value passion, ownership, and curiosity. The energy you bring will directly shape your success and the success of our customers.</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p> <p><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p> <h3><strong><span data-contrast="none">The Role</span></strong><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></h3> <p><span data-contrast="none">As a Strategic Customer Success Manager, you will own the post-sale relationship for a portfolio of Syndigo’s largest and most strategic healthcare and medical device customers. You will act as a trusted advisor to executive stakeholders, driving measurable business outcomes, product adoption, retention, and expansion across complex, multi-threaded enterprise accounts.</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p> <p><span data-contrast="none">You will manage a book of business of approximately 8-12 strategic enterprise customers focused on the healthcare and medical device space, fostering strong partnerships through a deep understanding of each customer’s business objectives, priorities, and challenges, including the regulatory and compliance requirements that shape their business.</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p> <p><span data-contrast="none">You will play a role in improving our competitive advantage by developing, testing, and improving our workflows and product offerings. This will happen via participating in pilots, actively identifying improvements, and working with various internal teams to not only meet but exceed our customers’ expectations.</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p> <p><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p> <h3><strong><span data-contrast="none">What You’ll Do</span></strong><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></h3> <p><strong><span data-contrast="none">Customer Value & Outcomes</span></strong><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p> <ul> <li><span data-contrast="none">Own the end-to-end success of assigned strategic enterprise accounts following implementation</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Establish, document, and track customer goals, success metrics, and ROI realization plans</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Lead recurring executive-level conversations focused on value delivered, business impact, and strategic alignment</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Partner with customers to navigate regulatory-driven product data requirements, including FDA Unique Device Identification (UDI) and GUDID submissions, and align Syndigo solutions to their compliance needs</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> </ul> <p><strong><span data-contrast="none">Relationship Management</span></strong><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p> <ul> <li><span data-contrast="none">Build and maintain trusted relationships with senior customer stakeholders (Director, VP, C-level)</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Serve as the primary point of contact and escalation owner for assigned accounts, internally and externally</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Lead structured performance reviews (including QBRs) that highlight outcomes, insights, risks, and next steps while driving ongoing discovery</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> </ul> <p><strong><span data-contrast="none">Adoption & Retention</span></strong><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p> <ul> <li><span data-contrast="none">Drive deep product adoption across customer teams and use cases</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Identify adoption barriers, limitations, and risks, and partner with customers to remove roadblocks</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Document risk within ChurnZero and proactively develop and execute mitigation and success plans with internal stakeholders</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Collaborate with Commercial Sales and CSM Leadership to support customer renewals through insights and strategic guidance</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> </ul> <p><strong><span data-contrast="none">Growth & Expansion</span></strong><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p> <ul> <li><span data-contrast="none">Identify expansion opportunities through value discovery and product alignment, creating qualified lead pass opportunities for Sales</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Partner with Account Executives to support upsell and cross-sell initiatives</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> </ul> <p><strong><span data-contrast="none">Advocacy</span></strong><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p> <ul> <li><span data-contrast="none">Identify, develop, and nurture customer advocates within your book of business</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Proactively identify advocacy risk and develop mitigation strategies to preserve long-term relationships</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Partner with internal teams to secure customer referrals, testimonials, and event speakers</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> </ul> <p><strong><span data-contrast="none">Cross-Functional Leadership</span></strong><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p> <ul> <li><span data-contrast="none">Serve as the voice of the customer internally, influencing Product, Support, and Services</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Translate healthcare and medical device regulatory and compliance needs into clear product feedback and requirements for Product, Support, and Services</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Coordinate internal resources to deliver a seamless, high-quality enterprise customer experience</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Work with clients and internal teams to create improvements to existing products and services as well as develop new ones that can benefit clients throughout Syndigo</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> </ul> <p><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p> <h3><strong><span data-contrast="none">We Should Talk If This Sounds Like You</span></strong><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></h3> <ul> <li><span data-contrast="none">Experience in the healthcare or medical device industry strongly preferred</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Familiarity with FDA regulations and medical device data standards (e.g., UDI/GUDID, GS1, GDSN) is a plus</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Understanding of the medical device and healthcare supply chain, including manufacturers, distributors, GPOs, and health systems, is a plus</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">4+ years of experience in a customer-facing role with demonstrated success in client relationship management</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Experience managing a book of business in the $4–$6M ARR range</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">High degree of comfort with technology, particularly databases and syndicated data</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Strong presentation skills with the ability to communicate value and insights to professional and executive audiences</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Ability to work independently and make decisions across a wide range of complexities</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Proven ability to troubleshoot and resolve customer challenges</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> <li><span data-contrast="none">Demonstrated success working with both large, complex enterprises and mid-sized organizations</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li> </ul> <p><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p><div class="content-conclusion"><h2><strong>Diversity, Equity & Inclusion</strong></h2> <p>To achieve the best version of our organization, we know it takes new ideas, new approaches, new perspectives and new ways of thinking. A purpose we are 100% committed to cultivating. Diversity is woven into our fabric at Syndigo and it’s how we stay an industry leader, innovating technology solutions that equip our customers with everything they need to be successful! </p> <p>All are welcome here and we invite you to join our team if you are ready to help us continue that growth! </p> <p><strong><span class="name_cell__Name-sc-h9ydex-0 hubWys field-name">GDPR/CCPA</span></strong></p> <p class="body_text__BodyText-sc-wuvk3k-1 fyylJu" data-provides="question-description">Syndigo, to process applications, holds onto data for a "reasonable time" after applications are submitted. This data is stored for Syndigo's internal use by HR/Recruiting Staff only. Verified requests for data deletion and exports will be completed upon request.</p> <p class="body_text__BodyText-sc-wuvk3k-1 fyylJu" data-provides="question-description"><strong>Syndigo Job Applicant Privacy Notice</strong></p> <p class="body_text__BodyText-sc-wuvk3k-1 fyylJu" data-provides="question-description">At Syndigo, we care about your privacy. As you go through our recruitment process, we are committed to being transparent about how we process your personal data. To learn more about how Syndigo processes your personal data, go to our <a href="https://syndigo.com/legal/job-applicant-privacy-notice/" target="_blank">Job Applicant Privacy Notice</a>.</p></div>
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