Client Success Strategist

2 weeks ago

Little Ferry, New Jersey, United States Philips Full time
Position Title: Customer Success Manager

Position Overview:

The Customer Success Manager is responsible for implementing innovative strategies and customer success initiatives that enhance customer insights, adapt to evolving customer needs, create new opportunities, and provide exceptional customer experiences.

This role guarantees comprehensive management of the customer success strategy, leading and coordinating program activities and resources to maximize customer satisfaction from initial engagement through to expansion and renewal. The manager plays a crucial role in nurturing strategic relationships by understanding customer goals and facilitating their achievement.

As a trusted advisor and preferred partner, you will transform healthcare delivery by addressing significant clinical and business challenges across the care continuum.


Your Responsibilities:

The Customer Success Manager will oversee customer delivery programs comprising multiple interrelated projects aimed at delivering the program's intended benefits. This includes leading diverse project teams across the organization to achieve customer benefits and organizational goals.

  • Manage and nurture client relationships
  • Facilitate success planning
  • Encourage customer adoption
  • Generate positive business outcomes
  • Enhance customer advocacy

Utilize data and analytics to assess the current state, quantify outcomes, and analyze progress. Develop comprehensive program documentation, including detailed plans, budgets, risk management strategies, status updates, retrospectives, and client reports.

Monitor and report on all program performance metrics on behalf of Philips and the client, identifying, managing, and escalating program risks as necessary. Collaborate closely with senior executives from both the customer and Philips to ensure successful program implementation, serving as the central point for solution delivery and leadership for all program outputs.

Customer Support & Management:
Act as the primary contact for the customer, assisting with change management and planning. Coordinate all activities and decision-making processes on behalf of the customer, Philips, and governance committees. Serve as the Program Manager for specific Long-term Strategic Partnerships (LSP) and multi-year customer delivery programs.

Facilitate agreement on program goals and objectives while balancing and managing scope, schedule, budget, quality, resources, and risks. Clearly define expected program deliverables and project interdependencies, monitoring the program to ensure alignment with expected outcomes and benefits.

Build partnerships with stakeholders, leveraging these relationships to achieve organizational objectives while influencing opinions and negotiating effective solutions. Manage and monitor program activities, proactively assessing and responding to risks across multiple projects.

Provide on-site management and oversight for the planning and execution of all related projects within the overall customer program.

Accountability & Actions:
Learn from implementation challenges to prevent future occurrences. Conduct root cause analyses and assist in implementing process improvements. Develop and support a governance structure, ensuring accountability for contractual obligations from both the customer and Philips sides.

Continuously identify opportunities to enhance customer programs, providing leads for upsell and cross-sell opportunities that address customer needs and increase customer lifetime value. Establish strategic relationships and offer guidance to C-level executives within the customer organization.


Qualifications:
  • Bachelor's degree required
  • 10+ years of relevant experience in project development and execution, demonstrating a successful track record in project management.
  • Ability to drive programmatic, clinical, and technical adoption.
  • Expertise in managing long-term strategic partnerships from inception through delivery.
  • Customer Success Management certification (Cisco, Gainsight) or equivalent preferred.
  • In-depth knowledge of technology implementation and business process improvement projects.
  • Strong understanding of the healthcare industry, including clinical processes and technology.
  • Excellent change management and influencing skills; high executive presence.
  • Willingness to travel as required.

About Philips:
Philips is a health technology company dedicated to ensuring that every individual has access to quality healthcare. We are committed to making a positive impact on people's lives through our innovative solutions.

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