Customer Success Program Manager - Olympia, United States - Philips

Description

Job Title
Customer Success Program Manager

Job Description

Customer Success Program Manager

The Customer Success Program Manager will manage integral service optimizations to improve customer service levels for the Customer Success organization.

Your Role:

Support the Senior Director of Customer Success with all aspects of customer service operations, including execution of program deliverables, blueprint/road map execution.

Support Customer Success Management (CSM) functional teams to achieve business goals.
Align activities of teams to support business strategy objectives and contribute to business financial commitments.
Be responsible for customer satisfaction and relevant quality, legal, and compliance requirements. Utilize LEAN techniques to drive operational efficiency improvements at the business and department level.
Identify / develop talent and lead by example to promote a performance culture.
Respond to escalation requests when receiving management escalations to address customer concerns.
Optimize post purchase related experiences for customers and drive digital enablement.
Work with cross-functional teams (BU, Region, COE, etc.) to drive programs/projects to resolution.


You're the right fit if:
You hold a bachelor's degree or equivalent combination of academic and relevant work experience.

You possess 5+ years of experience of Technical Program Management, Account Management, Solution Design or Consulting experience in a Healthcare or related environment.

Expertise and experience with long term strategic partnerships from opportunity through delivery
Project Management Certification (PMI or PMP) or equivalent is highly preferred.
Strong understanding of industry related business challenges, opportunities and internal/external trends related to technology management.
Strong understanding of the healthcare industry including clinical processes, workflows, and related technology.
Demonstrated change management and influencing skills.
Excellent leadership skills with the ability to coach, mentor and influence others
Evidence of successful teamwork with stakeholders, of all levels, around the globe
Up to 40% travel as required.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

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.

If you're interested in this role and have many, but not all, of the experiences needed, we encourage you to apply.

You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

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Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.

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