Customer Success Manager, Healthcare

Job Title

Job Description

The Customer Success Manager drives innovative strategies and customer success plans which deepen customer understanding, responds to changing customer expectations, develops new opportunities and delivers world class customer experiences.

Become a trusted advisor and partner of choice and transform healthcare delivery by tackling the most challenging clinical and business issues across the continuum of care.

Your role:
• Manage and cultivate relationships, drive success planning, drive customer adoption, generate business outcomes, and elevate customer advocacy.
• Quantify outcomes and impact (analyze progress/outcomes), develop program documentation (plan, budget, risk management, status updates, client reporting), report and monitor all program performance, as well as identifying, managing, and escalating all program risks.

• Be central point of contact and customer advocate for the customer, (gain agreements on and achieving program goals and objectives, outlining program deliverables, detailing program and expected outcomes and benefits)

• Provide onsite management and oversight for the planning and execution of all in scope, interrelated projects that make up the overall customer program

• Oversee multiple Philips project managers, consultants and partners within the program team to ensure program implementation is planned and executed according to Philips standards

• Focus on continuous improvement opportunities to Identify best practices in Solution Delivery and identify upsell and cross sell opportunities that help solve customer problems, thereby increasing customer lifetime value

You're the right fit if:

• You have a Bachelor’s degree or equivalent combination of academic and relevant work experience

• You've acquired a minimum of 5 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

• Your skills include the ability to drive programmatic, clinical, and technical adoption.

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. 

• Customer Success Management certification (Cisco, Gainsight) or equivalent is highly preferred. PMP highly preferred.

Travel Requirements:
As the Customer Success Manager you will be required to travel, including overnight travel, within the assigned territory. Ability to travel to the customer site(s) or identified locations for meetings required.

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 …