Job Description Summary

The Customer Success Executive (CSE) will be responsible for ensuring the overall success and value delivery of our Medication Management Solutions (MMS) at our largest and most strategic customers. This role orchestrates cross-functional programs and resources that deliver customer value and satisfaction and enables transformational customer outcomes. By developing meaningful relationships with C-Suite executives and functional leaders, this role serves as a trusted advisor and partner to our customers. The CSE will successfully promote long-term adoption of MMS technologies by helping the customer optimize the utilization of the solutions they purchase and demonstrate realized returns on investment.

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. 

Broad Scope & Purpose:

The Customer Success Executive (CSE) will be responsible for ensuring the overall success and value delivery of our Medication Management Solutions at our largest and most strategic customers. This role orchestrates cross-functional programs and resources that deliver customer value and satisfaction and enables transformational customer outcomes. By developing meaningful relationships with C-Suite executives and functional leaders, this role serves as a trusted advisor and partner to our customers.  The CSE will successfully promote long-term adoption of MMS technologies by helping the customer optimize the utilization of the solutions they purchase and demonstrate realized returns on investment.

Key Responsibilities:

• Establish a trusted/strategic advisor relationship with Pharmacy, Nursing, IT, and Procurement leadership.

• Partner with our customers for the entire sales life cycle; identify strategies to drive customer success, including process and data improvement initiatives to promote adoption, optimization, and customer retention.

• Tracking and ensuring utilization of all contractual entitlements annually, such as SMS, ISMS, Trifecta, HealthSight, and Interop/IT Assessment

• Ensuring software upgrades are current (not more than one version behind) and that key strategic documents are established and updated, including current state device and IT diagram, upgrade roadmap, customer value proposition and follow-up value confirmation, engagement with Solution Deployment and Customer Service, internal documents and education plan completed.

• Responsible for remediation planning, when applicable, including customer-facing contact, Solution Deployment alignment and engagement, and accountability for ensuring successful completion and a positive customer experience

• MMS point of contact for customer feedback, support, concerns, or questions, providing a warm handoff to responsible parties, as applicable. This also includes monitoring proactive maintenance compliance and Customer Support Center case monitoring and escalation.

• Developing C Suite, Vice President and Director level relationships at assigned IDNs, performing roadmap, operational and value review meetings and engaging BD’s key account leadership (Solution Deployment, Customer Support, Marketing, Sales, others as appropriate)

• Increase overall customer Net Promoter Scores (NPS) across assigned health systems.

• Promote and drive an ease of doing business to ensure growth and continued partnership.

• In partnership with sales, develop and maintain a customer retention strategy for each account and collaborate on execution of that plan across cross-functional stakeholders.

Skills and Competencies: 

• Excellent customer interaction skills and executive presence

• Ability to effectively manage executives at all levels

• Familiarity working with large complex health systems

• Advanced negotiation and confli