Customer Success Manager

Cochlear is the global market leader in implant hearing solutions. Cochlear's mission is to help people hear and be heard. Around the world, more people chose a Cochlear-branded hearing implant system than any other. A Cochlear Implant is an electronic device that is surgically implanted under the skin near the ear that restores hearing to those who suffer from severe hearing loss. It’s an incredible piece of engineering and the only product in the world that restores a sense through technology. Imagine using your experience to help people around the world to hear again. We can offer a unique opportunity to join Cochlear, an iconic Australian company, leading the world in implantable hearing solutions. Our mission is to help more people to hear.

The Opportunity

The Customer Success Manager is a key, customer-facing role at Cochlear who works closely with our field sales teams and internal stakeholders to ensure the seamless rollout of Cochlear’s Connected Care suite of products and services.

Based in the APAC Region, the CSM will interface frequently with enterprise customers (e.g. hospital systems, clinics, etc.) as part of the pre-sales process to explain how Cochlear protects personal data from a data privacy and information security perspective. That engagement will include phone calls and in-person meetings with hospital/clinic executives and CIOs, along with the completion of data privacy and information security questionnaires, and it is important that the CSM for DP/IS partners with the customer and the Cochlear sales team to quickly resolve any data privacy or information security concerns that may exist in order to close the sell and ensure the timely rollout of Connected Care products and services at the customer site. The CSM for DP/IS will also act as a customer advocate for data privacy and information security-related product features and requirements.

While the CSM will be based in the Region, they will also be part of the Global Data Privacy and Information Security Teams, with a dotted line to both the Global Privacy Office and the Global Security Governance Manager. The CSM will be responsible for staying up to date on the latest data privacy and information security details as they relate to Cochlear’s Connected Care products and services, and the CSM also carries responsibility for upskilling and training regional customer-facing staff on the relevant data privacy and information security details.

Key areas of accountability include:
- Confidently and easily explain data privacy and information security controls to key customer stakeholders, convey complex data privacy and information security details in a customer-friendly manner to help overcome adoption blockers.- Partner with field sales team to ensure timely rollout of Connected Care products and services in particular ensuring timely resolution of data privacy and information security enquires from customers.- Work closely with the Global Privacy Office, Global Information Security Team, Global Marketing, and R&D to stay current on the latest data privacy and information security details that affect the Connected Care products and services.- Maintain a strong level of regulatory, industry, and market-specific knowledge of new developments in the data privacy and information security space.- Training and upskilling regional customer-facing staff on data privacy and information security. Coordinate and execute regular data privacy and information security training for regional and country-level customer-facing staff with support from global teams.

About You.

This position requires passion about using technology to positively disrupt healthcare. It asks for broad and constantly renewed expertise, extraordinary social skills, and an analytical mindset.

We are ideally seeking someone who has demonstrated experience in enterprise software sales in the healthcare industry coupled with experience with information security controls, audits, and regulatory compliance.

What will make you stand out is your experience working with data privacy regulations and information security concerns that affect the healthcare and medical device industries (e.g. GDPR, HIPAA, etc.)

A Certified Information Privacy Professional (CIPP) certification and Information security certification (e.g. CISSP, CISA) will be highly advantageous.

You will thrive in this role if you are a strong communicator with a proven track record of managing and/or selling through customer objections. Technically minded you will have the drive and capability to master and learn the technical nuances of Cochlear’s Connected Care products and services, at the expert level.

This is a field-based position with approximately 50% travel expected (Domestic and international)

Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experi