Customer Success Program Manager

4 days ago

Olympia, Washington, United States Philips Full time

Job Title: Customer Success Program Manager

Job Description:

**About the Role**

We are seeking a highly skilled Customer Success Program Manager to join our team at Philips. As a key member of our Customer Success organization, you will play a critical role in driving customer satisfaction and loyalty.

**Key Responsibilities**

* Support the Senior Director of Customer Success with all aspects of customer service operations, including execution of program deliverables and blueprint/road map execution.
* Collaborate with Customer Success Management (CSM) functional teams to achieve business goals and align activities of teams to support business strategy objectives.
* Be responsible for customer satisfaction and relevant quality, legal, and compliance requirements.
* Utilize LEAN techniques to drive operational efficiency improvements at the business and department level.
* Identify and develop talent and lead by example to promote a performance culture.
* Respond to escalation requests when receiving management escalations to address customer concerns.
* Optimize post-purchase related experiences for customers and drive digital enablement.
* Work with cross-functional teams (BU, Region, COE, etc.) to drive programs/projects to resolution.

**Requirements**

* Bachelor's degree or equivalent combination of academic and relevant work experience.
* 5+ years of experience in Technical Program Management, Account Management, Solution Design, or Consulting experience in a Healthcare or related environment.
* Expertise and experience with long-term strategic partnerships from opportunity through delivery.
* Project Management Certification (PMI or PMP) or equivalent is highly preferred.
* Strong understanding of industry-related business challenges, opportunities, and internal/external trends related to technology management.
* Strong understanding of the healthcare industry, including clinical processes, workflows, and related technology.
* Demonstrated change management and influencing skills.
* Excellent leadership skills with the ability to coach, mentor, and influence others.
* Evidence of successful teamwork with stakeholders of all levels around the globe.
* Up to 40% travel as required.
* US work authorization is a precondition of employment.

**About Philips**

We are a health technology company that believes every human matters. We are committed to providing quality healthcare to everyone, everywhere. If you're passionate about making a difference in people's lives, join us in this exciting opportunity to drive customer success and growth.

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