Enterprise Customer Success Manager, Healthcare (West Zone)

Job Title

Enterprise Customer Success Manager, Healthcare (West Zone)

Job Description

As the Enterprise Customer Success Manager, you will direct and guide the activities of customer programs consisting of multiple and interdependent projects executed to contribute to the delivery of its intended benefits.

The role is primarily responsible for providing transition support and expertise during the program initiation phase, proactively driving seamless integration of success criteria from Sales through to Delivery. This role will be involved in customer negotiations, communications, operations, contracting, and coordination to ensure seamless customer experiences during the proposal development as well as initiation phases of the customer lifecycle. You will lead multiple project teams, with people from different parts of the organization to deliver customer benefits and organizational objectives. Depending on the program’s goal and objectives, the program manager works for and collaborates with many stakeholders, cross-functional and cross-business, with a variety of expertise and responsibilities.

Your role:

• Program Manager for multi-year customer delivery programs, or programs of strategic importance to Philips Healthcare.
• Coordinate activities and decision making on behalf of the customer, Philips and any associated Governance groups.
• Gaining agreements on and achieving program success goals and objectives, balancing and managing the program scope (including requirements), schedule, budget, quality, resources and risks.
• Clearly outlining expected program deliverables and project interdependencies.
• Lead customer meetings with senior executives to outline and agree on governance, including executive committees, working groups and mechanics of financial model.
• Monitoring the program, detailing the expected outcomes and benefits, supported by well-defined program approaches that are documented in a program charter or customer success plan.
• Building partnerships with the program’s stakeholders (both internal and external), leverage them to achieve organizational goals, and able to influence their opinions and negotiate effective solutions to drive to value/outcome attainment.
• Managing and monitoring program and project activities, proactively assessing and responding to risks, spanning multiple projects and integrate projects progress/escalation reports (including suggested corrective actions) for the program steering team.
• Integrating the projects’ deliverables, outcomes, and benefits into the program’s end product, services, or results, such that the program delivers its intended benefits and outcomes.
• Always has an eye for identifying opportunities to help assigned customers/programs improve & provides leads for upsell and cross-sell opportunities that help solve customer problems, thereby increasing customer lifetime value.
• Maintain professional certifications.

You're the right fit if:

• Bachelor’s degree or equivalent combination of academic and relevant work experience required.
• Minimum 5 years of relevant working experience, including all aspects of project development and execution, demonstrating record of project management success, both in results achieved and in use of professional methodology, and experience working in programs, preferably supporting the program manager in program management activities in a Healthcare or related environment.
• Project Management Certification (PMI or PMP) or equivalent is highly preferred.
• In-depth knowledge in leading the implementation of technology and business process improvement projects.
• Strong understanding of healthcare industry related business challenges, opportunities and internal/external trends related to technology management.
• Strong understanding of the healthcare industry including clinical processes, workflows, and related technology.
• Strong change management and influencing skills.
• Evidence of successful teamwork with stakeholders, of all levels, around the globe.
• Six Sigma or Process/Continuous Improvement experience is highly preferred.

Travel Requirements:

As the Customer Success Manager, you will be required to occasionally travel, including overnight travel, within the assigned territory. Ability to travel to the customer site(s) or identified locations for meetings required; candidates need to be within reasonable commuting distance to customer site(s). Company relocation benefits will not be provided for this position.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

About Philips

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If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

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Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.