As an individual contributor in this Customer Success Manager you will serve as the corporate and customer/facility point of contact - managing service escalations, providing reporting, and driving initiatives to ensure best in class benefits delivery for the supported Integrated Delivery Network (IDN).
Your role:
As a Customer Success Manager, you will communicate the IDN business plan to our stakeholders, providing a link between the tasks and responsibility of field teams, and supporting initiatives to promote higher field productivity and benefits delivery with a common objective of customer satisfaction. Own and direct company strategy and outcomes, through the deployment of our IDN service strategy to win over clients.
Manage relationships with customers while working with your sales and delivery colleagues to lead the change from an operating paradigm centered on break-fix to one focused on customer solutions. Promote compliance, and operational performance, driving accountability using metrics and analytics. Create and encourage initiatives to change when necessary to maximize productivity, effectiveness, and the successful execution of contractual obligations.
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 within healthcare and with routine client interaction as a customer success or account manager (required); in addition to, 5+ years’ experience and understanding of Healthcare Radiology / Medical Imaging equipment (required).
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 or equivalent years of related work experience. ITIL and/or Customer Success certification preferred.
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) and be able to travel to customer locations. Must be located within one hour of a major airport.
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.
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 $83,000 to $133,000.
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 $92,000 to $147,000.
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 $98,000 to $157,000.
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.