Radiology Informatics Customer Success Lead

2 weeks ago


Providence, Rhode Island, United States Philips International Full time
Position Overview:
As a pivotal member of the Radiology Informatics (RI) Services & Solutions team at Philips, you will serve as a key liaison between our customers and the company, ensuring optimal satisfaction and success in utilizing our innovative products and services.

Your Responsibilities:
  1. Relationship Management:
    Act as the primary representative of Philips, fostering strong relationships with customers through regular interactions. Maintain a comprehensive map of customer stakeholders and ensure consistent communication, including onsite visits when necessary.
  2. Performance Monitoring:
    Regularly assess service performance against established SLAs, focusing on uptime and incident management. Prepare and present detailed reports on service status, performance metrics, and system usage.
  3. Contractual Understanding:
    Possess a thorough understanding of contract obligations, ensuring compliance and clarity regarding responsibilities. Oversee invoicing processes in collaboration with relevant teams.
  4. Long-Term Engagement:
    Identify customer objectives and engage appropriate stakeholders within Philips to address requests effectively. Author and manage the Customer Success Plan.
  5. Escalation Management:
    Proactively identify accounts that may require escalation due to significant issues, facilitating communication and reporting during critical situations.
  6. Project Coordination:
    Manage minor projects and technical deliverables from third-party service providers, ensuring quality and performance standards are met.

Qualifications:

To excel in this role, you should possess:

  • A Bachelor's Degree in Engineering, Computer Science, Information Technology, Mathematics, Physics, or a related field.
  • 4-5 years of experience in IT within large organizations, preferably with a focus on project management and customer success in the healthcare sector.
  • Strong analytical skills, effective communication abilities, and the capacity to build lasting relationships across various professional levels.
  • A solid understanding of IT environments, security policies, and healthcare standards.
  • Fluency in Dutch, French, and English.

About Philips:
Philips is dedicated to improving people's lives through meaningful innovation in health technology. We believe in the importance of quality healthcare for everyone, everywhere. Join us in making a difference.

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