Customer Success Manager, Healthcare Informatics

3 weeks ago

Farnborough, Hampshire, United Kingdom Philips Full time
Job Title: Customer Success Manager, Healthcare Informatics

As a Customer Success Manager at Philips, you will be the primary point of contact for our healthcare customers, ensuring their satisfaction and success with our products and services. This role requires a strong understanding of the healthcare industry, excellent communication skills, and the ability to work independently.

Your Key Responsibilities:
  • Act as the customer-facing representative for Radiology Informatics Services & Solutions, ensuring customer satisfaction and success.
  • Manage customer relationships through regular and ad-hoc engagements, maintaining ongoing communication and escalating issues as necessary.
  • Collaborate with internal stakeholders, including Key Account Managers, Service Delivery Managers, and Technical Leads, to ensure effective communication and delivery of solutions to customers.
  • Proactively review service status, focusing on uptime, incident and problem management, and root cause analysis.
  • Prepare and discuss reports, such as status updates, service performances, and system usage, to support the delivery of other types of reports as needed.
  • Connect and escalate as needed within the company to ensure timely and effective attention to customer requirements.
  • Responsible and accountable for customer's Net Promoter Score (NPS).
  • Understand contract obligations and implications, ensuring Philips delivers and exceeds against them while ensuring customer and third-party responsibilities are clearly defined and acted upon when necessary.
  • Manage and monitor the Profit and Loss (P&L) for individual customers.
  • Ensure invoicing occurs as per the scheduled recurring revenue plan, with support from the Installed Base Team and the Account Manager and Billing Team for billable changes and upsells.
  • Support a successful transition of projects from implementation to Support (business as usual), ensuring the support organization and customers are prepared for normal operations.
  • Understand customer objectives and engage relevant stakeholders and events within Philips to facilitate addressing customer requests.
  • Facilitate the identification and raising of minor change opportunities, ensuring request for changes are properly triggered, quoted, owned, addressed, and invoiced.
  • Facilitate, support, and actively engage in the contract renewal process.
  • Support the success of customer initiatives if they are a reference site.
  • Anticipate and trigger the need for escalating accounts when major issues occur outside your control, supporting the communication and additional reporting during crisis management.
  • Facilitate and manage minor projects, acting as a project manager when not assigned, and managing the technical deliverables of third-party service providers while tracking partner performance.
  • Undertake any ad-hoc duties as required by Philips.
About Philips:

We are a health technology company that believes every human matters. We are committed to delivering quality healthcare to everyone, everywhere. Join us in making a difference in people's lives.

We are a Disability Confident employer and are proud to be part of the Armed Forces Covenant & Mental Health at Work Commitment. We welcome all applicants, including those from minority backgrounds, LGBTQIA+, and individuals living with a disability.

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