Customer Success Manager, Healthcare

$107,310 - $183,960/Yr

Philips - Orange, OH

Full-time - Mid Level

Orange, OH

Repair and Maintenance

About the position

The Customer Success Manager at Philips plays a pivotal role in driving innovative strategies and customer success plans that enhance customer understanding and respond to evolving customer expectations. This position is essential in developing new opportunities and delivering exceptional customer experiences in the healthcare sector. As a trusted advisor and partner, the Customer Success Manager is tasked with transforming healthcare delivery by addressing complex clinical and business challenges across the continuum of care. In this role, you will manage and cultivate relationships with customers, focusing on success planning, customer adoption, and generating positive business outcomes. You will be responsible for quantifying outcomes and impacts by analyzing progress and results, developing comprehensive program documentation that includes planning, budgeting, risk management, and client reporting. Monitoring all program performance is crucial, as is identifying, managing, and escalating any program risks that may arise. As the central point of contact and advocate for customers, you will gain agreements on program goals and objectives, outline deliverables, and detail expected outcomes and benefits. You will provide onsite management and oversight for the planning and execution of all interrelated projects that comprise the overall customer program. Additionally, you will oversee multiple Philips project managers, consultants, and partners within the program team to ensure that program implementation adheres to Philips standards. A key aspect of this role is focusing on continuous improvement opportunities. You will identify best practices in solution delivery and seek upsell and cross-sell opportunities that address customer problems, ultimately increasing customer lifetime value. This position requires a proactive approach to customer success and a commitment to delivering high-quality service.

Responsibilities

• Manage and cultivate relationships with customers.
• Drive success planning and customer adoption.
• Generate positive business outcomes and elevate customer advocacy.
• Quantify outcomes and impacts by analyzing progress and results.
• Develop program documentation including plans, budgets, and risk management.
• Report and monitor all program performance.
• Identify, manage, and escalate program risks.
• Act as the central point of contact and customer advocate.
• Provide onsite management and oversight for project planning and execution.
• Oversee multiple project managers and consultants within the program team.
• Focus on continuous improvement and identify best practices in solution delivery.
• Identify upsell and cross-sell opportunities to increase customer lifetime value.

Requirements

• Bachelor's degree or equivalent combination of academic and relevant work experience.
• Minimum of 5 years of relevant working experience in project development and execution.
• Demonstrated record of project management success using professional methodology.
• Experience working in programs and driving programmatic, clinical, and technical adoption.
• Customer Success Management certification (Cisco, Gainsight) or equivalent is highly preferred.
• PMP certification is highly preferred.

Nice-to-haves

• Experience in the healthcare technology sector.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.

Benefits

• Generous PTO policy.
• 401k with up to 7% match.
• Health Savings Account (HSA) with company contribution.
• Stock purchase plan.
• Education reimbursement.
• Annual incentive bonus and sales commission opportunities.