Customer Success Manager, Imaging Devices
1 month ago
As an individual contributor in this Customer Success Manager role, 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 benefits delivery for the supported Integrated Delivery Network (IDN).
NOTE: This is a non-sales related opportunity. For this opening, we are looking for a candidate to cover hospital accounts and reside in the Detroit metro area and nationally as needed.
Your role:
As a Customer Success Manager, 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 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 relationships with customers while working with your sales 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.
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.
Use cross-functional cooperation and collaboration to identify growth opportunities while managing risk (such install base, multi-vendor, Hospital Patient Monitoring, Ultrasound, 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 or account manager (required); in addition to, 5+ years experience and understanding of Healthcare Radiology / Medical Imaging equipment (preferred).
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 and executive leaders.
You are well-versed in data analysis and reporting (required) and have an understanding of healthcare service metrics (preferred).
You have a Bachelor's degree (required).
You have 3+ years of relevant working experience, including all aspects of project development and execution.
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 judgment to make decisions and find solutions, and take initiative to diffuse tense situations if needed.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.
Company relocation benefits will not be provided for this position. Candidates need to live within the territory or within commuting distance to Detroit, MI.
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.
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