Job Information
Fortive Corporation Director, Customer Success in Remote, United States
ABOUT CENSIS
In November 2019, Fortive (NYSE: FTV) acquired Censis Technologies, a fast-growing, highly profitable SaaS business, as part of our growing strategic commitment to both the healthcare sector and the digitization of our portfolio. The Censis acquisition was made shortly after Fortive acquired Advanced Sterilization Products (ASP) from Johnson & Johnson. With both Censis and ASP, Fortive can provide hospitals and ambulatory surgery centers with a robust and complex sterilization solution to enhance the safe operation of hospitals and healthcare facilities worldwide.
Censis is the industry leader in surgical instrument and asset management software. We offer multiple solutions, including CensiTrac, which is a highly advanced, web-based software system focused on maximizing operating room throughput and regulatory compliance. Our solutions provide central sterilize departments with front-line error prevention tools and analytics to improve efficiency and productivity in sterilization workflows, optimize compliance reporting, and reduce the risk of hospital-acquired infections. Censis Technologies’ software is deployed in a thousand plus hospitals in the United States, Canada, and Australia.
THE ROLE
The Director of Customer Success will be a transformational leader responsible for overseeing customer relationships, driving up / cross sell initiatives, managing renewals, and reducing churn. You will develop a growth-oriented strategy with a focus on account expansion. Additionally, you will own customer NPS and usage, creating account plans and ensuring customer satisfaction.
You will lead a team of hunters, coaching and enabling them to meet and exceed account expansion quotas. As the Director of Customer Success you will also be responsible for managing inbound leads through qualification and close. As a direct report to the Chief Commercial Officer this role will be highly visible to the leadership team. Following success in this role we expect this person to continue to grow with Censis and Fortive.
TEAM
10 direct reports
LOCATION
Remote with 40% travel; Censis is headquartered in Franklin, TN
WHAT YOU WILL DO
Lead an organization of 10 Customer Success Managers to meet and exceed their commercial and performance goals.
Develop and communicate a new customer success strategy focused targeting account expansion.
Cascade vision and goals through the organization, ensuring your team leaders understand expectations.
Collaborate closely with Customer Support and Innovation teams to ensure customer needs are reflected in our solutions.
Set ambitious and deliver on ambitious goals in account expansion, customer retention, NPS, and customer usage.
Ensure organizational talent capabilities align with strategic initiatives through hiring and enablement.
Champion continuous improvement for your organization, using the Fortive Business System (FBS) toolbox. Implement analytical capabilities to provide clarity into performance, trends and forecasting.
Shape culture of high expectations and ownership that drives problem solving, proactive ideation and implementation of solutions that delight both our internal/external stakeholders.
Lead cultivation and relationship building with key partners and customers.
Understand the competitive landscape and be an expert on our competition and how they are positioned.
WHAT YOU WILL BRING
A proven track record in expanding accounts and managing complex deals with the ability to demonstrate consistent delivery against targets and significant revenue growth. Preferably within the healthcare space
10+ years of successful executive-level sales experience, ideally in the healthcare software sector, with a proven ability to significantly grow a business. Marketing experiences are a plus
Experience partnering with support and product teams, helping them to action on customer feedback and ultimately reduce churn.
Ability to identify relevant influencers and decision-makers in companies, build strong relationships and establish credibility with them.
Demonstrated success driving account expansion, capturing impressive market-share gains, and developing strong client relationships.
Leadership and sales acumen along with a hands-on, ‘get it done’ mentality that is a hallmark of other successful leaders at Fortive.
Commitment to recruiting and retaining the best talent with a true dedication to investing in your team and developing future leaders that may serve Censis and Fortive in different capacities.
Ideally change management experience, either leading or participating.
Preferably a deep understanding of the hospital buying process with experience navigating large, complex healthcare organizations. You will bring relationships with top IDNs and hospitals. You combine this technical knowledge with strong go-to-market, commercial pricing, and business development skills.
Fortive Corporation Overview
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions./p>
We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
Fortive: For you, for us, for growth.
This position is also eligible for bonus and equity as part of the total compensation package.
The salary range for this sales position (inclusive of sales incentives/commissions) is $148,300.00 - $275,300.00. Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge; skills; experience; and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and several programs that provide for both paid and unpaid time away from work.