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In this Customer Success Manager role, you will serve as the main corporate and customer/facility point of contact. Your responsibilities will include overall customer partnership management, strategic customer governance, delivering effective customer business reviews, understanding key customer objectives, and accountability for tactical daily performance management

Your role:

• Manage the overall customer partnerships and have accountability for all aspects of the customer partnership. You will manage relationships with key individual customer stakeholders as well as act with a consulting mindset and be an advocate for your customer.

• Partner internally with your sales, service, 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.

• Communicate the customer 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 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.

You're the right fit if:

• You've acquired a minimum 10 years of relevant working experience, including all aspects of project development and execution, demonstrating record of project management success, both in results achieved and in use of professional methodology, and experience working in programs, preferably supporting the program manager in program management activities

• Your skills include 5+ years’ experience and understanding of healthcare systems and healthcare products and solutions (preferred). Strong understanding of clinical processes, workflows, and related technologies.

• You have a bachelor’s degree (required). Master’s degree (preferred) and/or Customer Success Management certification (Cisco, Gainsight) or equivalent is highly preferred.

• Well versed in data analysis and reporting (required) and have an understanding of healthcare service metrics (preferred). Strong change management and influencing skills. High executive presence.

You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position .

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 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 improve the lives of others.

• Learn more about our business (https://www.philips.com/a-w/about.html) .

• Discover our rich and exciting history. (https://www.philips.com/a-w/about/our-history.html)

• Learn more about our purpose. (https://www.philips.com/a-w/about/environmental-social-governance/our-purpose)

• Learn more about our commitment to diversity and inclusion (https://www.careers.philips.com/na/en/diversity-and-inclusion) .

Philips Transparency Details

The pay range for this position in New York is $ $138,180.00 to $236,880.00 annually.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.  

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 (https://www.philipsusbenefits.com/) .

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.

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.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran