Customer Success Manager, Healthcare

4 weeks ago

United States of America Remote Based Philips Full time
Job TitleCustomer Success Manager, Healthcare (New York)Job Description

As an individual contributor 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. The role is essential to drive initiatives to ensure best in class benefits delivery for the supported customer.

Your role:

  • As a Customer Success Manager, you will 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.
  • Establish and enforce governance between Philips and the customer to ensure partnership objectives are aligned and progress is on track.
  • 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:

  • 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
  • 5+ years' experience and understanding of healthcare systems and healthcare products and solutions (preferred). Strong understanding of clinical processes, workflows, and related technologies.
  • Bachelor's degree (required). Master's degree (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.
  • Customer Success Management certification (Cisco, Gainsight) or equivalent is highly preferred


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.
  • 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.

Travel Requirements:
As the Customer Delivery Manager, you will be required to occasionally travel, including overnight travel, within the assigned territory. Ability to travel to the customer site(s) or identified locations for meetings required; candidates need to be within reasonable commuting distance to customer site(s).

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa

Philips Transparency Details

The pay range for this position is $138,180.00 to $236,880.00 annually. The actual base pay offered may vary 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.

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

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