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Customer Success Manager, Healthcare Informatics
2 months ago
As a Customer Success Manager at Philips, you will be responsible for ensuring customer satisfaction, experience, and success when using our products or services in compliance with existing contracts and financial arrangements.
Your Key Responsibilities:- Act as the customer-facing representative within Radiology Informatics (RI) Services & Solutions, nurturing customer relationships through regular and ad-hoc engagements.
- Manage a map of all customer stakeholders and maintain ongoing communication, onsite if required.
- Ensure that improvements, priorities, and pain points are effectively communicated and actionable within the company, escalating issues as necessary and taking overall ownership of the delivery of our solution to the customer.
- Regularly engage with internal stakeholders such as Key Account Managers, Service Delivery Managers, Incident Managers, Project Managers, Technical Leads, as well as customer-side stakeholders at all levels, including Imaging Managers, System Managers, Radiology Managers, PACS Administrators, IT Managers, and C-suite representatives in conjunction with Sales and Leadership.
- Proactively review the status of services based on our contracted deliverables, including SLAs, focusing on uptime, incident and problem management, and root cause analysis.
- Prepare, provide, and discuss reports such as status updates, service performances, service points, and penalties, as well as system usage and support the delivery of other types of reports when needed.
- Connect and escalate as needed within the company to ensure timely and effective attention to customer requirements according to Governance in place.
- Be responsible and accountable for customer's NPS (Net Promoter Score).
- Understand contract obligations and implications, ensuring that Philips delivers and exceeds against them while ensuring that customer and third-party responsibilities are clearly defined and acted upon when necessary, ensuring that B2B agreements are in place with our contracted partners.
- Manage and monitor the P&L for individual customers.
- Ensure that invoicing occurs as per the scheduled recurring revenue plan (e.g., Cloud, Managed Services, Monthly fees), 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 that 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, authoring the Customer Success Plan.
- Facilitate the identification and raising of minor change opportunities, ensuring that requests 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.
- This role offers the chance to work from home, predominately travelling to customers in either the South, Midlands, or North UKI territory (up to 80%).
- From competitive salary, performance bonus, and company car allowance to family-friendly policies, flexible benefits, and access to Philips University, a career at Philips comes with all sorts of wonderful benefits.
