Customer Success Manager

Job Title

Customer Success Manager

Job Description

The Customer Success Manager drives innovative strategies and customer success plans which deepen customer understanding, responds to changing customer expectations, develops new opportunities and delivers world class customer experiences.

Become a trusted advisor and partner of choice and transform healthcare delivery by tackling the most challenging clinical and business issues across the continuum of care.

Your role:
• Manage and cultivate relationships, drive success planning, drive customer adoption, generate business outcomes, and elevate customer advocacy.
• Quantify outcomes and impact (analyze progress/outcomes), develop program documentation (plan, budget, risk management, status updates, client reporting), report and monitor all program performance, as well as identifying, managing, and escalating all program risks.

• Be central point of contact and customer advocate for the customer, (gain agreements on and achieving program goals and objectives, outlining program deliverables, detailing program and expected outcomes and benefits)

• Manage multiple small multi-site programs, creating synergy between the project in the program(s) and monitor future work to proactively adjust program management plans and resource focus. Identify trends and potential scheduling challenges, manage cross-project dependencies within and across the enterprise and leverage metrics and monitoring to proactively identify at-risk projects/programs and strategically escalate well-defined risks/issues/impediments to appropriate decision-makers. Provide onsite management and oversight for the planning and execution of all in scope, interrelated projects that make up the overall customer program

• Use cross-functional cooperation and collaboration to identify growth opportunities while managing risk (such install base, multi-vendor, Hospital Patient Monitoring, Ultrasound, and CCT leveraging), while driving productivity and managing the IDN business’s financial performance.

You’re the right fit if:

• You’ve acquired 5+ years of customer facing experience and with routine client interaction as a customer success or account manager (required); in addition to, 5+ years’ experience and understanding of healthcare systems and healthcare products and solutions (preferred)
• Your skills include proficiency in creating and delivering presentations to key stakeholders and executive leaders; MS Office (Excel and PowerPoint skills are a must); comfortable facilitating tactical meetings, etc. You are well versed in data analysis and reporting (required) and have an understanding of healthcare service metrics (preferred).
• You have a Bachelor’s degree (required). Master’s degree (preferred).
• You have 3+ years of relevant working experience, including all aspects of project development and execution.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• You’re an excellent communicator (listening, presenting, concise verbal skills) and collaborator with strong interpersonal skills (build and maintain strong relationships). You are also a well-organized multi-tasker, skilled at working with tight deadlines, establishing priorities, using sound judgement to make decisions and find solutions, and take initiative to diffuse tense situations if needed. Must be flexible on working hours to mirror customer time zones (if needed).

Travel Requirements:
As the Customer Success Manager, you will be required to travel, including overnight travel, to the customer site(s) or identified locations for meetings required.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is a field-based role.

About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won’t stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.

• Discover our rich and exciting history.

• Learn more about our purpose.

• Read more about our employee benefits.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Philips Transparency Details  

The annual pay range for this position in AZ, AR, IA, IO, KS, KY, LO, ME, MS, MO, MT, NE, NM, OK, SC, SD, TN, UT, VI, WV is $106,000 to $171,000.

The annual pay for range for this position in AL, CO, DE, FL, GA, HI, IL, ID, MI, MN, NV, NH, NC, ND, OH, OR, PN, TX, VT, VA, WI, WY is $112,000 to $180,000.

The annual pay for range for this position in AK, MD, NY, RI, WA is $118,000 to $189,000.

The annual pay for range for this position in CA, CT, DC, MA, NJ is $126,000 to $201,600.

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.