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    Customer Success Manager - Cambridge, United States - Philips

    Philips
    Philips Cambridge, United States

    4 weeks ago

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    Description
    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 an delivery world class customer experiences. This role ensures end to end orchestration of the customer success plan, leads and coordinates program activities and resources for maximizing customer satisfaction from pre-acquisition to expansion and renewal, influences and nurtures the strategic relationship by understanding the customer objectives and how to help realize them. 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:

    The Customer Success Manager directs and guides the activities of customer delivery programs consisting of multiple and interdependent projects executed to contribute to the program's delivery of its intended benefits. They lead multiple project teams from different parts of the organization to deliver customer benefits and organizational objectives. Depending on the program's goal and objectives, the program manager works for and collaborates with many stakeholders, cross-functional and cross-business, with a variety of expertise and responsibilities.
    • Manage and cultivate relationships
    • Drive success planning
    • Drive customer adoption
    • Generate business outcomes
    • Elevate customer advocacy
    Data & Analytics
    • Baseline current state
    • Quantify outcomes & impact (analyze progress / outcomes)
    • Develop program documentation including but not limited to a detailed program plan, budget, risk management plan, status updates, retrospectives, and client reporting
    • Reports and monitors all program performance on behalf of Philips and the client, as well as identifying, managing, and escalating all program risks
    • Works closely with the customer's senior executives and Philips' leadership to monitor and ensure successful program deployment and acts as the central point of solution delivery, resolution and leadership for all program deliverables
    Customer Support & Management
    • Central point of contact for the customer
    • Assist customer with change management and planning
    • Coordinates all activities and decision making on behalf of the customer, Philips and the governance committees
    • Responsible Program Manager for a specific Long-term Strategic Partnerships (LSP), long term service contracts, and/or other multi-year customer delivery programs
    • Coordinate activities and decision making on behalf of the customer, Philips and the Working Groups.
    • Gaining agreements on and achieving program goals and objectives, balancing and managing the program scope (including requirements), schedule, budget, quality, resources and risks
    • Clearly outlining expected program deliverables and project interdependencies
    • Monitoring the program detailing the expected outcomes and benefits, supported by well-defined program approaches that are documented in a program charter
    • Leading and coordinating program activities and resources across the program scope to enhance efficiency and effectiveness
    • Building partnerships with the program's stakeholders (both internal and external), leverage them to achieve organizational goals, and able to influence their opinions and negotiate effective solutions
    • Managing and monitoring program and project activities, proactively assessing and responding to risks, spanning multiple projects and integrate projects progress /escalation reports (including suggested corrective actions) for the program steering team
    • Integrating the projects' deliverables, outcomes, and benefits into the program's end product, services, or results, such that the program delivers its intended benefits
    • Provide onsite management and oversight for the planning and execution of all in scope, interrelated projects that make up the overall customer program
    Drive Accountability & Actions
    • Learn from implementation bottle-necks and prevent similar situations from happening in the future
    • Perform root cause analysis and assist with implementation of process improvement techniques
    • Develop and support governance structure
    • Drive contractual obligations and enforce accountability (from both the customer side and the Philips side)
    • Always has an eye for identifying opportunities to help assigned customers/programs improve & provides leads for upsell and cross sell opportunities that help solve customer problems, thereby increasing customer lifetime value
    • Develop strategic working relationships and provide guidance to C-level customer's leaders
    • Identify upsell and cross sell opportunities that help solve customer problems, thereby increasing customer lifetime value
    You're the right fit it:
    • Bachelor's degree required
    • 10+ years of relevant work experience including all aspects of project development and execution, demonstrating record or project management success, both in results achieved and in use of professional methodology.
    • Ability to drive programmatic, clinical, and technical adoption.
    • Expertise in long term strategic partnerships from opportunity through delivery
    • Customer Success Management certification (Cisco, Gainsight) ore equivalent highly preferred.
    • In-depth knowledge leading the implementation of technology and business process improvement projects.
    • Strong understanding of the healthcare industry including clinical processes, workflows, and related technology
    • Strong understanding of industry related business challenges, opportunities and internal/external trends related to technology management.
    • Strong change management and influencing skills; high executive presence.
    *Travel required to be considered, you must be willing to travel to customer sites across the country. This CSM will be supporting a large, multi-hospital, facility, clinical healthcare facility spanning across North America.

    *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.

    #LI-PH1

    #LI-Remote

    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/Disabled/Veteran and maintains a drug-free workplace.
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