Customer Success & Service Delivery Manager

at  Laerdal Medical

WHO ARE WE?

Laerdal Medical is a world leader in healthcare education and resuscitation training that uses immersive technologies and data-centric insights to increase survival and improve healthcare quality. Our products and services are used by hospitals, ambulance services, first aid organizations, educational institutions, and others around the world. We are a dynamic and energetic organization consisting of people from a wide variety of cultures and backgrounds. Our goal is to help save one million more lives, every year, by 2030, and to do so in a sustainable way.

Desired qualifications:

• Bachelor’s degree within a technical or business field with minimum 5 years relevant experience in Service Delivery, Customer Success or relevant Operations. Experience can substitute the need for formal education qualifications
• Healthcare and/or medical sector knowledge and experience and knowledge of Laerdal products and services or related products and services is a plus
• Experience with various digital tools, evolving technologies & marketing/customer preferences, especially within Salesforce, digital transformation, and change management
• High level understanding of IT and system architecture is preferable
• Business acumen and experience with profit and loss ownership
• Fluency in a Scandinavian language is an advantag

ABOUT THE ROLE

We are now looking for a Customer Success & Service Delivery Manager to join our team in Stockholm, Sweden or Stavanger, Norway office.
In this role you will be leading the Nordic Impact & Services team. This team engages our customers, who consist mostly of hospitals, educational institutions, first responders, and ambulance services, to enhance customer value through effective and proactive customer impact and engagement.
The team is split into three areas, technical service, educational delivery and customer success. The technical service team ensures installation and maintenance of our advanced services and products, such as our simulation manikins, networking services, and AV equipment installation. Our educational delivery teams train our customers on how to use them. Finally, our customer success management team ensures our customers accomplish their goals through high utilization and satisfaction with our solutions.
We are looking for you to ensure the team is working targeted, systematic, and with a focus on continuous optimization. One of our main goals is to transform and develop our success management, technical and educational service journey towards a more digital and consultant-based service, ensuring constant and growing customer satisfaction and an increase in usage and adoption. To achieve this, we need you to create a team environment that secures high engagement, motivation and active development.

SOME OF WHAT YOU WILL BE DOING

• Manage and develop our educational, customer success and technical service delivery teams and enhance productivity, competence and satisfaction among customers and service teams
• Follow up and develop team members, create team development plans, and drive motivation and engagement within the team
• Build strong customer relationships, manage third-party providers, and coordinate resources for high-quality service delivery
• Drive the shift towards digital services and consultancy services
• Ensure our customers succeed with our products and services and increase customer satisfaction and retention

WHO WE ENVISION WOULD FIT THE ROLE

We’re looking for a talented and people-oriented leader who shares knowledge and supports others to achieve group goals. You should be innovative, open to new ideas, and on the lookout for continuous improvement. You’re persuasive, impactful with your plans, and methodical in your approach. You see yourself as people manager who sets clear team directions and inspires others. You’re proficient at building networks, committed to achieving goals, and quick to understand complex issues. You have strong analytical skills, a solid understanding of business and market dynamics, and are adept at identifying customer needs and new commercial opportunities.

Desired qualifications:

• Bachelor’s degree within a technical or business field with minimum 5 years relevant experience in Service Delivery, Customer Success or relevant Operations. Experience can substitute the need for formal education qualifications
• Healthcare and/or medical sector knowledge and experience and knowledge of Laerdal products and services or related products and services is a plus
• Experience with various digital tools, evolving technologies & marketing/customer preferences, especially within Salesforce, digital transformation, and change management
• High level understanding of IT and system architecture is preferable
• Business acumen and experience with profit and loss ownership
• Fluency in a Scandinavian language is an advantage