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    Customer Success Manager - Richmond, United States - Philips

    Philips
    Philips Richmond, United States

    3 weeks ago

    Default job background
    Full time
    Description

    Job Title

    Customer Success Manager (Imaging Devices - Service)

    Job Description

    As an individual contributor, as a customer advocate 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 service delivery for the supported Integrated Delivery Network (IDN). NOTE: This is a non-sales related opportunity. Must reside and cover hosptials in the Washington DC/Richmond, VA area and be willing to travel up to the Boston area for coverage there as needed.

    Your role:

    • As a customer advocate, 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 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 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, PMCC, US, 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 manager (required); in addition to, 5+ years' experience and understanding of Healthcare Radiology / Medical Imaging equipment (required)
    • Your skills include proficiency in MS Office (Excel and PowerPoint skills are a must); comfortable facilitating meetings, as well as creating and delivering presentations to key stakeholders
    • You have a Bachelor's degree (required).
    • 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 across the Washington DC Metro area and up to the Boston, MA market (as needed).

    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 improve 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.

    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.

    Additional Information

    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.

    Company relocation benefits will not be provided for this position.

    For this position, you must reside in the Washington DC / Richmond, Virginia Metro area – and be willing to travel throughout the Greater DC/Richmond Metro area, and up to the Boston, MA market to support customer locations as needed.

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

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