Customer Success Manager
Semmel
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RM5000
Petaling Jaya
Full-Time
Job Description
Semmel’s Customer Success Manager engages our customers to drive Semmel adoption and demonstrate ongoing value. This critical function is responsible for onboarding new customers by engaging executive teams in the launch, driving ongoing adoption, and managing renewals.
- Proactively seek to identify and understand the customer's desired outcomes. Then handhold them to achieve those outcomes efficiently and in the way they need to achieve them;
- Onboarding of new customers, demonstrating the product, educating customers and the training of its users;
- Post go-live support and troubleshoot technical issues raised by customers;
- Conduct ongoing collection and analysis of data and feedback to improve onboarding experience, time-to-value, retention and renewal;
- Identify opportunities to convert our customers to be real advocates of Semmel in the form of testimonies, cases studies, joint research and business referrals;
- Represent the voice of the customer to provide input into every core product, marketing and sales process.
Job Requirements
What we’re looking For
- Nurse educator with at least 3+ years experience as Nurse educator, infection preventionist, infection control nurse
- Or, if you do not have a nursing background, 4+ years experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role within a SaaS business.
- Has a passion and advocates for patient safety or has championed any social causes
- Experience in working with complex, multi-divisional, multi-geographical customers
- Strong leadership skills
- Impressive executive presence and communication abilities
- Ability to create structure in ambiguous situations and design effective processes
- Bias for action
- Passion for technology and for being a part of a fast-growing SaaS company
Skills and Qualifications
- Driven, self-motivated, enthusiastic and with a “can do” attitude
- Education to degree level preferred but not essential
- Experience working with, and managing, stakeholders and customers
- A high level of accuracy and attention to detail is required
- Excellent communication and interpersonal skills
- Exceptional communication skills, highly organized, collaborative and detail oriented
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Results-driven mentality, with a bias for speed and action
- Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred.
- Strong PowerPoint/Keynote skills.
- Comfortable in a startup environment we move quickly and wear many hats in a dynamic environment
For the Successful Candidate
Semmel is the patient’s seal of confidence for their safety. They expect their stay in the hospital to be safe, just like they would expect the safe landing of an aircraft. When they leave for home, they know that they are not a patient who dodged an adverse event but the outcome of a well-designed hospital safety standard supported by Semmel’s technology. You are in the front seat to uphold this mission.
You will also have the opportunity to work with large hospital groups, helping them strengthen their safety standards.
We offer an attractive remuneration package with equity participation and a non-linear career trajectory for high performers.
Please send your resume to talent@semmelhealth.com. Please include a recent photo and state your current and expected salary and expected date of availability.
Company Benefits
External Training
Training provided by industry professionals
Others
EPF SOCSO Staff loan
Work from home
Qualified staff have a choice of working from home.
Medical
Hospitalisation Outpatient
Additional Info
Experience Level
1 - 7 Years of Experience
Job Specialisation
General Work, Management Trainee, Others
Company Profile
Semmel
A brief history
Semmel was born by chance. It began as a small tech project engaged by a manufacturer to bundle it with hand rub sales as a value-add to its vast customers base. The prototype failed clinical trials because it was not technically sound. Version 1 fixed the issues and was quickly adopted by several local hospitals. Feedback was positive but further growth stunted because bundling was not well received. Potential customers questioned what would happen to their data if they no longer purchase the hand rub. They felt that their hands were tied and had a hard time convincing their ethics board. The original manager who designed the product got the IP and founded Semmel on the premise of unbridled access to the best hand hygiene monitoring tool ever made. He saw the problem the world was facing with poor hand hygiene. Semmel remains independent until today and does not partner with any brands that cannot guarantee a customer's unconditional access to their own data.
WHAT'S OUR PLAN FOR THE FUTURE
A roadmap to better infection prevention
Hand hygiene was our first entry and in 2021 Semmel released a new product called "Semmel Formit". Like hand hygiene, there were many tools that can create "forms" to collect data but fails to take into account technical requirements and workflows that make the data robust. We feel that loopholes in the data collection process will actually cause more problems downstream and should be avoided. At the same time, we take cognisance of the cost of digitalisation and have come up with a zero-cost plan that works for any hospitals that has a photocopy machine. Our aim is to replace paper audits with digital ones that are technically sound that ensures zero data errors so everyone can just "Formit"!
Join Us
If you enjoy doing new things you've never done before, possess strong analytical skills and grasp concepts quickly, hungry for growth and knowledge, helpful, customer centric, smart and respectful, join us!
If you enjoy doing new things you've never done before, possess strong analytical skills and grasp concepts quickly, hungry for growth and knowledge, helpful, customer centric, smart and respectful, join us!
