Job Description Summary

Job Description

We are the makers of possible 

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. 

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us. 

Job Description Summary 

Our Microbiology & Molecular Laboratory Automation Solutions are transforming the way laboratories operate. Our solutions improve time-to-result, reduce human processing errors, and enhance overall quality of care. We aim to complement these transformational Solutions with an equally impressive customer experience, creating yet another source of differentiation for BD in the marketplace. 
 
The Associate Customer Success Executive will be responsible for the overall health of the post-sale customer relationship for an assigned set of products and accounts. The key objective of the role is to foster a balanced relationship and ensuring an excellent customer experience that benefits the customer by (1) prioritizing the customer in all that we do as a collaborative business unit (2) maximize customer value derived from our solutions while striving to elevate their overall experience. 

**This position is fully remote** 

Responsibilities: 

The position is responsible for establishing, maintaining, and enhancing customer experience while supporting their strategic goals through BD products, services, and intellectual capital. 

Inspire Customer Success Across Lab Automation 

• Creates and drives a US Region and IDS-wide culture of Customer Success 

• Aligns activities with internal teams (i.e., Service regarding existing clients, R&D regarding product roadmap, Sales regarding cross/up sell and retention, Finance & Marketing Operations regarding metrics & forecasting, Regional VP leadership teams) 

• Is accountable for our IDS-wide customer feedback loop 

Define, Manage and Optimize Customer Experience through their Lifecycle 

• Drives assigned customer relationship (Director level and up) from the time of contract signature through the full customer lifecycle.  

• Establishes a trusted/strategic advisor relationship with each assigned customer 

• Pro-actively handles both the customer’s and internal BD escalation pathways. 

• Is accountable for optimizing defined customer journey touchpoints and interactions with BD for assigned customers 

• Works closely with our Healthcare Consultants, Application Specialists, IT consultants and Marketing to identify new opportunities and facilitate process and data improvement initiatives 

• Drives alignment between the customer’s and BD’s long-term strategies and assists customer in long-term strategy design 

Drive & Measure Customer Success Outcomes  

• Advocates for customer needs and issues across BD to improve BD solutions 

• Seeks oppor