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Customer Success Manager, Healthcare Informatics Specialist
2 months ago
We are seeking a highly skilled Customer Success Manager to join our team at Philips. As a key member of our organization, you will be responsible for ensuring customer satisfaction, experience, and success when using our products or services.
Key Responsibilities- Act as the primary customer-facing representative, nurturing relationships through regular and ad-hoc engagements.
- Manage a map of all customer stakeholders and maintain ongoing communication, escalating issues as necessary.
- Ensure that improvements, priorities, and pain points are effectively communicated and actionable within the company.
- Regularly engage with internal stakeholders, including Key Account Managers, Service Delivery Managers, and customer-side stakeholders at all levels.
- Proactively review the status of services based on contracted deliverables, focusing on uptime, incident, and problem management.
- Prepare, provide, and discuss reports, including status updates, service performances, and system usage.
- 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 that Philips delivers and exceeds against them.
- Manage and monitor the Profit and Loss (P&L) for individual customers.
- Ensure that invoicing occurs as per the scheduled recurring revenue plan.
- Support a successful transition of projects from implementation to Support (business as usual).
- 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.
- Facilitate and manage minor projects, acting as a project manager when not assigned.
- Extensive IT experience gained in large service provider companies partnering with the healthcare sector.
- Customer success has been your main responsibility, focusing on commercial contract obligations and related financial management.
- Understanding of Program/Project Management principles, business analytical skills, and ability to influence without authority.
- Structured thinking style with the ability to multitask and manage competing priorities.
- Strong oral, written, and presentation skills, with the ability to foster solid and long-term relationships.
- Strong background and knowledge in IT environment, IT security policies, and standards, IT service management, and knowledge of healthcare environment preferred.
- Full Driving License needed to visit customers.
