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Posted: Saturday, June 10, 2017 10:27 AM

Your challenge: As Customer Success Manager (CSM), you will play a critical role in managing a portfolio of complex key customer medical centers and ensure the highest quality customer support services. You will be responsible for the initiatives and support coordination of customer accounts. You will drive the consistent and successful completion of engagements by defining the goals and success criteria, collaborating with cross-functional teams such as Global Customer Support, Engineering, Account Teams, Clinical Programs, Customers, and Product Management to manage escalations, providing feedback for product improvements and communicating status updates to stakeholders. Your responsibilities: · Mentor and foster long term, sustainable relationships at multiple levels of the customer organization and strategically manage the success of defined accounts · Provide best practice recommendations, assist customers in solving point-in-time challenges and partner with the customer to increase the effective use of our products · Educate customers on self-service tools, release processes, and other customer programs to ensure a successful partnership · Act as a direct point of contact within Global Customer Service for the customer and account team to drive resolution of product and support issues, and communicate within the organization to meet the customer’s needs · Program manage escalations as raised by the customer or account team · Continually seek opportunities to increase customer satisfaction and deepen client relationships · Understand the customer’s environment and leverage this information to ensure overall customer success with our products and support · Analyze and monitor adoption and product utilization - alerting clients on any risk or general awareness based on these trending metrics · Ensure customer renewal and drive the growth of customer advocates · Develop a comprehensive understanding of the customer’s business challenges and objectives to appropriately map Philips solution features and associated business benefits to address their needs · Identify risks to the customer achieving their stated business goals and developing a risk mitigation plan · Partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals · Proactively identifies and leads business process re-definition, introduction of new innovative technology or processes · Provides consultation to significantly enhance business performance not obvious to others · Create and maintain credibility as a C-level advisor/coach especially around change management (people, process & technology) We are looking for: · Proven leadership qualities with the ability to take decisive action to draw the right people into the discussion to make the right decisions · A compelling track record of expertise and experience in successfully managing large, complicated, high-profile accounts at the most senior IT, clinical, and business levels · Experience working independently to determine methods and procedures on new and custom solutions · A proven leader/coach for others · Proven expertise in effectively providing formal technical and/or functional direction to other professionals · Relevant BA/BS degree with at least 8+ years of relevant work experience, ideally in strategic enterprise account management or consulting for the healthcare industry, or direct healthcare IT experience at a senior level · ITIL Foundation certification strongly preferred · Master’s degree preferred · Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications · Familiarity with database, application and network technologies · Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful) · Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog · Prior experience with large, complex project implementations · Prior experience with in-depth & wide-scale diverse portfolio engagements with timelines ranging from 1 week to several months This position is remote/work from home, travel requirement is 25-50% to work at customer facilities in the northeast and mid-Atlantic area. Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status. #LIPost

Click here for more info: https://philips.taleo.net/careersection/jobdetail.ftl?job=210991&lang=en


• Location: Manhattan, New York

• Post ID: 101888963 newyork
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