Customer Success Manager (Home-Based: Nashville Region)
Customer Success Manager
Home Based - Nashville Region**
In this role, you have the opportunity to
Philips developed the Customer Success Manager (CSM) position in response to customer requirements for deeper levels of strategic relationship management for customers with Software Agreements.
You are responsible for (but not limited to)
Act as the software agreement primary point of contact to the customer for Philips entitlement delivery at assigned account(s).
Manage communications and flow of information regarding the software agreements, its entitlements and benefits; represent Philips across customer departments and organizational levels on regarding the software contract and its entitlements
Act as an advocate on the customers behalf to ensure a positive Customer Experience through the lifecycle of the software agreement.
Lead and deliver review meetings to share demonstrated achievements with proof point evidence to the customer and internal teams throughout the lifecycle of the agreement.
Propose and drive continuous improvement of software agreement process and procedures.
Empower and support local service and sales teams. Drive issues to the right employees and organizations to resolve issues quickly.
Act as a liaison between North America service, Business Units, and Customer Service for product quality, features, and serviceability feedback related to entitlement execution.
Assesses client’s business, clinical and technical needs and strategies as they pertain to our solution offerings and provide recommendations for upgrade uptake based on current and future software releases.
Drive product knowledge, increase adoption and identify upsell/cross-sell opportunities within the customer segments.
Recognize opportunities and work proactively with customers sales teams through scope development to help solve customer problems.
Collaborate with customer and sales teams to ensure timely agreement renewals.
Displays cultural and political sensitivity as well as the ability to analyze complex situations in order to determine the influences and outcomes of individual decisions and the perception of the ongoing relationship held by the customer.
Coordinate, facilitate, participate in service, sales, project, and contract meetings, in regards to the software agreement and its deliverables.
Engage in cross-functional meetings both internal and external to pro-actively review entitlement delivery, and strategize opportunities for new or improved product and service solutions to meet future customer needs around the software agreements.
Effectively manage commitments and expectations of both Philips and the customer around entitlements to ensure customer satisfaction as defined by the business and customer.
Maintain high quality oral and written communications with internal and external customers.
Define and document best practices for the Customer Success Manager role to support current and future business needs.
Software upgrade dependency identification and mitigation planning. Dependencies could include hardware, operating system licenses, training, software compatibilities, supplemental agreements, etc.
Single point of communication for strategic direction and tactical issue escalation point for unresolved issues surrounding entitlement delivery and communication.
Drive compliance, efficiency, effectiveness, productivity, and profitability at assigned account(s).
Adhere to Company, State, and Federal policies, procedures, regulations, and requirements.
Manage and support all operational aspects of software agreements at assigned accounts. Communicate and coordinate with appropriate internal functions for support.
Understand and ensure entitlement delivery to contract entitlements, obtaining purchase orders as necessary.
Assist Product Sales and Service Sales in developing strategies for new business opportunities for the assigned accounts.
Support Value Added Services engagement and participation for assigned account(s) as it relates to upgrades.
Serve as an informal leader for the software agreements sales and service teams, providing guidance and feedback and fostering a teamwork environment.
Influence peers and non-team members to meet and exceed customer expectations while promoting Philips Healthcare.
Monitor and drive upgrade schedules with service team to meet software and service entitlement commitments and requirements.
Participate in CCT meetings to represent and communicate entitlement related activities and challenges.
Collaborate with the Sales Account Executive, Accounts Managers, Leadership, and Region Service Managers to ensure customer objectives and Philips’ objectives are mutually achieved.
Collaborate with MATC Customer Service Marketing to determine best practices, pitfalls, process improvements as we well as product enhancements to the Software Evolution Services and its legacy portfolios.
You are a part of a team
Our GSSNA group is a 5,500-member North American Healthcare Sales and Service organization. Working within this group, you’d benefit from the team’s growing breadth and depth of healthcare products and services portfolio, and be challenged to drive our best-in-class reputation through top customer experience ratings. In a ‘One Team’ culture, you’ll have the support of an intrinsically linked group of multi-disciplinary experts who are driven by a common mission of making the world healthier and more sustainable. As part of the Customer Service engineering organization you will contribute to providing the right data, context, and approach which will change the way we do business and make a difference for our customers.
To succeed in this role, you should have the following skills and experience
Associates Degree required, Bachelor’s Degree in related field preferred.
5+ years related work experience in healthcare industry or customer service preferred
Demonstrated experience in successful relationship management with individuals of various backgrounds and organizational levels.
Ability to collaborate and coordinate cross-functionally.
Excellent verbal, written and interpersonal communication skills.
Well-developed business, technical and functional acumen.
Effective customer service, problem solving and conflict resolution skills.
Effective time management skills with demonstrated ability to effectively manage and prioritize multiple assignments/tasks.
Ability to create and maintain project management documentation (MS Project or equivalent).
Ability to collect, analyze, manage, and present data and information to all levels within the company and at customer sites.
Flexible work style and ability to adapt to customer requirements.
Advanced computer skills, including Microsoft Office, Word, PowerPoint, Excel, and Outlook.
Six Sigma or Lean knowledge a plus.
Working knowledge of the Hospital environment and workflows.
Knowledge of Monitoring Systems (bedside devices, central stations, EMR charting, etc.)
Physical Demands and Work Environment
Approximately 50% travel within the United States required.
May be required to be available 24 x 7 via phone.
Significant time spent in hospital environment; must be able to move about.
Frequent verbal and written communications.
Constantly operates a computer and other office productivity equipment (i.e. phone, projector).
Customer Facing experience
Patient monitoring experience in hospital environment
Product and/or entitlement delivery issue management, escalation, and resolution
Excellent Verbal, written and interpersonal communication skills
Well-developed business, technical and functional acumen
Key Performance Indicators
Customer Satisfaction improvement (Y/Y), relative to other customers
Y/Y Growth in adoption / expansion
Contract renewal rate
Percentage of entitlements taken against the Software Agreement
** The territory for this position includes TN, KY, AL, MS & LA. Candidate must reside in a city within their territory that holds the majority of their customer base and be located near a major (non-regional) airport (within 1 hours drive) to be considered.
In return, we offer you
We offer you a dynamic working environment in an innovative business, which offers you excellent opportunities to further develop and fully exploit your talents. This job comes with a competitive salary, excellent benefits and up-to-date training.
Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.
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