Customer Success Manager, Healthcare Informatics

at  Philips

YOUR ROLE:

Relationship and Feedback Management

• Act as the face of Philips, 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 soliton 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

Service Performance Management, and Reporting

• 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, 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
• Responsible and accountable for customer’s NPS (Net promotor score).

Contract and Financials

• Understand the 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 Customer’s.
• 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

Short, Mid and Long-Term Relationships

• Understand customer objectives and engage relevant stakeholders and events within Philips to facilitate addressing customer requests. Author the Customer Success Plan
• Facilitate the identification and raising of minor change opportunities, ensuring that 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

Escalated Accounts

• Anticipate and trigger the need for escalating accounts when major issues occur outside your control, supporting the communication and additional reporting during crisis management

Third Parties, Minor Projects, and Ad Hoc

• 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 you 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. Be sure to speak to your recruiter about all the benefits on offer.

YOU’RE RIGHT FOR THIS ROLE IF:

• You have extensive IT experience gained in large service provider companies partnering with the healthcare sector
• Customer success has been your main responsibility focusing commercial contract obligations and related financial management (whether that has been as a Customer Success Manager, Project Manager or working in Sales)
• You understand Program / Project Management principles, have business analytical skills and can influence without authority
• You would describe your thinking style as structured with the ability to multitask & manage competing priorities through your flexible, self-motivated approach.
• Strong oral, written, and presentation skills, with the ability to foster solid and long-term relationships and relate to audiences of all professional levels from analyst to CIO
• 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 cu
  Due to the role working in the healthcare environment, a standard DBS (Disclosure and Baring Service) criminal record check will be required for this role.
  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 .