Customer Success Manager, Imaging

Customer Success Manager

As an individual contributor in this Customer Success Manager role, you will serve as the corporate and customer/facility point of contact, managing service escalations, providing reporting, and driving initiatives to ensure best in class benefits delivery for the supported Integrated Delivery Network (IDN). Your role includes:

As a Customer Success Manager: Communicate the IDN business plan to our stakeholders, providing a link between the tasks and the responsibility of field teams, and supporting initiatives to promote higher field productivity and benefits delivery with a common objective of customer satisfaction. Own and direct company strategy and outcomes, through the deployment of our IDN service strategy to win over clients. Manage relationships with customers while working with your sales and delivery colleagues to lead the change from an operating paradigm centered on break-fix to one focused on customer solutions. Promote compliance, and operational performance, driving accountability using metrics and analytics. Create and encourage initiatives to change when necessary to maximize productivity, effectiveness, and the successful execution of contractual obligations. Use cross-functional cooperation and collaboration to identify growth opportunities while managing risk (such as install base, multi-vendor, Hospital Patient Monitoring, Ultrasound, and CCT leveraging), while driving productivity and managing the IDN business's financial performance.

You're the right fit if:

• You've acquired 5+ years of customer facing experience within healthcare and with routine client interaction as a customer success or account manager; in addition to, 5+ years' experience and understanding of Healthcare Radiology/Medical Imaging equipment.
• Your skills include proficiency in creating and delivering presentations to key stakeholders and executive leaders; MS Office (Excel and PowerPoint skills are a must); comfortable facilitating tactical meetings, etc. You are well versed in data analysis and reporting and have an understanding of healthcare service metrics.
• You have a Bachelor's degree or equivalent years of related work experience. ITIL and/or Customer Success certification preferred.
• You're an excellent communicator (listening, presenting, concise verbal skills) and collaborator with strong interpersonal skills (build and maintain strong relationships). You are also a well-organized multi-tasker, skilled at working with tight deadlines, establishing priorities, using sound judgement to make decisions and find solutions, and take initiative to diffuse tense situations if needed. Must be flexible on working hours to mirror customer time zones (if needed) and be able to travel to customer locations. Must be located within one hour of a major airport.

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company's facilities. Field roles are most effectively done outside of the company's main facilities, generally at the customers' or suppliers' locations. This is a field-based role.

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 everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

The annual pay range for this position in AZ, AR, IA, IO, KS, KY, LO, ME, MS, MO, MT, NE, NM, OK, SC, SD, TN, UT, VI, WV is $83,000 to $133,000. The annual pay for range for this position in AL, CO, DE, FL, GA, HI, IL, ID, MI, MN, NV, NH, NC, ND, OH, OR, PN, TX, VT, VA, WI, WY is $92,000 to $147,000. The annual pay for range for this position in AK, MD, NY, RI, WA is $118,000 to $189,000. The annual pay for range for this position in CA, CT, DC, MA, NJ is $98,000 to $157,000. In addition, other compensation, such as an annual incentive bonus, sales commission, or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement, and much more. Details about our benefits can be found here. At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person's relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state, and/or local laws. As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance. Equal Employment and Opportunity Employer/Disabled/Veteran