Philips - Washington, DC
posted 3 months ago
The Customer Success Manager at Philips is responsible for driving innovative strategies and customer success plans that deepen customer understanding and respond to changing customer expectations. This role is pivotal in developing new opportunities and delivering world-class customer experiences. As a trusted advisor and partner of choice, the Customer Success Manager will transform healthcare delivery by tackling the most challenging clinical and business issues across the continuum of care. In this position, you will manage and cultivate relationships, drive success planning, enhance customer adoption, generate business outcomes, and elevate customer advocacy. You will quantify outcomes and impact by analyzing progress and outcomes, developing program documentation including plans, budgets, risk management, status updates, and client reporting. Additionally, you will report and monitor all program performance while identifying, managing, and escalating all program risks. As the central point of contact and customer advocate, you will gain agreements on and achieve program goals and objectives, outline program deliverables, and detail expected outcomes and benefits. You will provide onsite management and oversight for the planning and execution of all in-scope, interrelated projects that comprise the overall customer program. This includes overseeing multiple Philips project managers, consultants, and partners within the program team to ensure that program implementation is planned and executed according to Philips standards. A key focus of this role is to identify continuous improvement opportunities and best practices in Solution Delivery, as well as to identify upsell and cross-sell opportunities that help solve customer problems, thereby increasing customer lifetime value.