Customer Success Manager

Effective Wednesday, December 8, 2021, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips.  Employees with a sincerely held religious belief and/or disability impacting their ability to obtain the COVID vaccine can request a reasonable accommodation.

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.  You may contact 888-367-7223, option 5, for assistance.

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common: An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to make life better

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So, whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

The Customer Success Manager is responsible for leading, driving, and delivering the Philips Teleradiology Services customer success strategy, as well as for defining, optimizing, and controlling the relevant processes to deliver great customer experience across stages. The Customer Success Manager is an analytical-driven professional that proactively utilizes business and customer metrics to anticipate customer needs and improve the company’s customer success and growth strategies. The Customer Success Manager leads and mentors the Client Services team while ensuring cross-departmental collaboration to improve the customer experience resulting in increased customer satisfaction, customer retention, and customer expansions.

You are responsible for

• Drives and continuously improves strategies which deepen customer understanding, enhance the customer experience, and increase productivity both for customer and company.
• Serves as the senior customer service and account management lead for key accounts and as a point of escalation for any customer challenges.
• Proactively develops and analyzes business metrics to anticipate and respond to changing customer expectations while driving the enhancement of company solutions portfolio to better serve customers and improve profitability.
• Prepares the customer success function and team for scaled growth and expansion through strategy, defined processes, and procedures.
• Manages the demands of internal and external customers to improve project outcomes and ensure customer satisfaction. This involves driving effective collaboration and conflict resolution across internal departments and customers.
• Works closely with the sales team to implement sales plans, develop account strategies, and capitalize on new opportunities to exceed company’s revenue and EBITA targets. This includes proactively identifying customer expansion opportunities and managing the process to secure new expansions of service from existing customers.
• Leads and develops the Client Services team while driving the team members to: (a) serve as a customer experience champions; (b) execute on the business strategies; (c) collaborate effectively across business functions; (d) continuously drive process improvement; and (e) perform all other tasks that enable delivering great experience across all stages in the customer journey.
• Ensures the continuous development of Client Service team’s competence and that the workload balance per team member is properly aligned with the business and customers’ requirements.
• Engenders a ‘solution-finding’ attitude to resolve challenges and capitalize on opportunities while consistently driving for process improvement to enable delivering great customer service.
• Contributes to the development and implementation of company’s strategy and business direction as an active member of Teleradiology Services Leadership Team. This includes serving as a customer experience champion and leader in the organization for direct access and feedback relative to the customer accounts.
• Champions the continuous improvement of company’s business processes and systems, including Paragon, SalesForce, PACS, and all other relevant systems, while ensuring adherence to company’s standards and policies.
• Collaborates with other Philips teams and markets to ensure best practices and synergies are maximized to deliver the best results to customers and company.
• Manages the complete process of deploying and measuring customer satisfaction surveys, customer complaints, and customer Net Promoter Score (NPS) and accountable for reporting and achieving these KPI targets.

To succeed in this role, you’ll need a customer-first attitude and the following

• Bachelor’s degree
• 10+  years of related experience in customer success management.
• Demonstrated and verifiable results in complex customer relationship management.
• Validated leadership performance.
• Proven ability to work effectively and collaborate with multi-disciplinary teams.
• Customer success management: Proven track record in building, crafting and innovating customer experiences that impact business metrics. Seeks to anticipate and understand unmet customer needs consistently and creates win-win long term customer partnerships, beating competitors.
• Customer-centric: Experienced in championing the customer experience and leading the organization to drive great customer experience across all stages of the customer journey.
• Data analytics: Demonstrated expertise in using excel, SalesForce, data and analytics to provide business insights and to support business strategy. Methodical and accurate professional.
• Business and financial acumen: Understands the “big picture” of the organization, business metrics and objectives, versed in financial statements and ability to effectively communicate ideas to employees. Focused on improving productivity and profitability.
• Bias for action: Challenges the status quo to come up with more effective and efficient ways of doing things; adopts new approaches quickly and champions them.
• Proactive: Anticipates opportunities and issues. Takes ownership for the results outside of own scope; puts resources, processes in place to ensure rapid execution.
• Results-driven: Leads high-energy, tenacity and persistence to achieve challenging goals also when faced with significant resistance. Decisive. Moves forward despite uncertainty.
• Strategic mindset: Demonstrated ability to prioritize, mobilize and orchestrate resources (across stakeholders, end to end) to deliver results.
• Leadership: Experienced and comfortable to manage and develop inexperienced team members. Empower team members to act with speed and agility. Compassionately enforce execution until goals are achieved. Praises productive behavior, points out unproductive behavior.
• Team player: Effectively works with multi-disciplinary teams to resolve conflicts and team up to resolve problems.
• Strong communicator: Excellent interpersonal skills and an expert-level ability to communicate effectively at all levels of the organization as well as externally.
• Solution-finding & problem-solving mindset: Sees challenges as opportunities; inspires others to develop a similar mindset.
• Self-aware: Regularly gives/seeks personal feedback, continuously driving to improve self and others.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

How we work at Philips

Our newly adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart – which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home – for our hybrid roles.​

Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:​

We believe in the importance of impactful collaboration: There’s a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.

We embrace flexibility: Choosing where, when, and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams, and our customers on a case-by-case basis. ​

We want to be at our best: The way we work, and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best. ​