Customer Success Manager, Healthcare

$107,310 - $183,960/Yr

Philips - Latham, NY

Full-time - Mid Level

Latham, NY

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 within 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, the manager will be responsible for managing and nurturing relationships with customers, driving success planning, facilitating customer adoption, generating business outcomes, and elevating customer advocacy. The position requires quantifying outcomes and impacts by analyzing progress and outcomes, developing comprehensive program documentation, and reporting on all program performance. The Customer Success Manager will also identify, manage, and escalate any program risks, ensuring that all goals and objectives are met. The role involves providing onsite management and oversight for the planning and execution of all interrelated projects that comprise the overall customer program. The manager will oversee multiple Philips project managers, consultants, and partners within the program team to ensure that program implementation adheres to Philips standards. A key focus will be on continuous improvement opportunities, identifying best practices in solution delivery, and recognizing upsell and cross-sell opportunities that address customer needs, thereby increasing customer lifetime value.

Responsibilities

• Manage and cultivate relationships with customers to drive success planning and customer adoption.
• Quantify outcomes and impacts by analyzing progress and outcomes.
• Develop program documentation including plans, budgets, risk management, and client reporting.
• Report and monitor all program performance, identifying and managing program risks.
• Act as the central point of contact and customer advocate, ensuring agreement on program goals and objectives.
• Provide onsite management and oversight for the planning and execution of all interrelated projects.
• Oversee multiple project managers, consultants, and partners to ensure program implementation meets Philips standards.
• Focus on continuous improvement opportunities and identify best practices in solution delivery.

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, including results achieved and use of professional methodology.
• Experience working in programs and ability to drive programmatic, clinical, and technical adoption.
• Customer Success Management certification (Cisco, Gainsight) or equivalent is highly preferred; PMP certification is also preferred.

Nice-to-haves

• Experience in the healthcare technology sector.
• Strong analytical skills to assess program performance and outcomes.
• Excellent communication and interpersonal skills to manage customer relationships effectively.

Benefits

• Generous paid time off (PTO).
• 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.