Customer Success Manager (York, PA)

Job Title

Customer Success Manager (York, PA)

Job Description

The Philips Customer Success Manager is responsible for driving customer success and service delivery excellence across various customer healthcare facilities. This role ensures the delivery of high-quality support, fosters strong client relationships, and champions continuous improvement in service and outcomes.

Must be local to central Pennsylvania, particularly York where main customer hospital is located and be able to travel to various locations throughout PA.

Your role:

• As a Customer Success Manager, you will lead the service engagement with the customer by coordinating, communicating, and facilitating the execution of customer success programs, managing timelines and deliverables for seamless integration with business objectives.

• Drive the execution of customer success strategies, ensuring alignment with customer goals and the achievement of key performance indicators across all Philips modalities, products, services, and solutions.

• Communicate complex customer feedback and strategic recommendations to senior leadership, ensuring that customer insights inform business decisions and product development. For all Philips products, solutions, and services, define and monitor service performance metrics and performance standards, conducting regular evaluations to ensure that targets are met and identifying areas for improvement.

• Advise and guide customer through daily issue management and resolution, as well as implement strategic initiatives for operational improvement. Advise service resources effectively across projects, balancing priorities and ensuring the delivery of high-quality service support. Build customer loyalty through tactical, operations-focused incident management.  Assess and improve customer engagement and satisfaction metrics, leveraging data-driven insights to identify opportunities for enhancing customer experiences and outcomes. Implement processes and technologies to enhance operational efficiency and effectiveness, driving continuous improvement in service delivery with the customer. Resolve escalated customer issues and conflicts using advanced problem-solving and negotiation skills for timely, satisfactory outcomes.

You're the right fit if:

• You’ve acquired 5+ years of customer facing experience within healthcare and with routine client interaction as a customer success or account manager (required); in addition to, 5+ years’ experience and understanding of Healthcare Radiology / Medical Imaging equipment (required).

• Your skills include proficiency in creating and delivering presentations to key stakeholders and executive leaders; MS Office (Excel and PowerPoint skills are a must); comfortable facilitating tactical meetings, etc. You are well versed in data analysis and reporting (required) and have an understanding of healthcare service metrics (preferred).

• You have a Bachelor’s degree or equivalent years of related work experience. ITIL and/or Customer Success certification preferred.

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

• You’re an excellent communicator (listening, presenting, concise verbal skills) and collaborator with strong interpersonal skills (build and maintain strong relationships).  You are also a well-organized multi-tasker, skilled at working with tight deadlines, establishing priorities, using sound judgement to make decisions and find solutions, and take initiative to diffuse tense situations if needed.  Must be flexible on working hours to mirror customer time zones (if needed) and be able to travel to customer locations. Must be located within one hour of a major airport.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main faci