Philips - Hamilton Township, NJ
posted 3 months ago
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, ensuring success planning and driving customer adoption to generate positive business outcomes. You will be responsible for quantifying outcomes and impacts by analyzing progress and outcomes, developing comprehensive program documentation, and reporting on all program performance. This includes identifying, managing, and escalating any program risks that may arise. As the central point of contact and advocate for the customer, 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 implementation aligns with Philips standards. A key focus of this role is to identify continuous improvement opportunities and best practices in solution delivery, as well as to recognize upsell and cross-sell opportunities that address customer problems, thereby increasing customer lifetime value. This position requires a proactive approach to customer success and a commitment to delivering high-quality service.