Customer Success Director

Job Title

Customer Success Director

Job Description

Customer Success Director

The Customer Success Director will provide people-management and strategic leadership and direction of employees and teams responsible for the customer success team within the NA Region.

Your role:

Define, build and scale the Customer Success strategy and transformation over a multi-year horizon.

• Act as a lead point person for internal engagements on customer success blueprint and requirements for Enterprise accounts.
• Drive domain-expertise, repeatability, scalability, and seamless implementation of solutions.
• Build and refine the strategic narrative for Customer Lifetime Value
• Optimize customer relationships – Create integrated pods to drive domain-expertise; execute segmentation strategy (1:1, 1: Many).
• Utilize industry knowledge to identify complex customer issues, broaden customer relationships and trust
• Partner with the business units to define strategic capabilities, tooling and skillsets needed to effectively underpin and deploy
• Elevate delivery experience & customer usability of key solutions and offer sets to drive value creation and scale.
• Influence tooling and process requirements (ex. - customer success tooling and process) to drive frictionless workflow enabling an excellent customer and employee experience.

You're the right fit if:

• Bachelor’s in related field required, Master’s degree preferred (or equivalent combination of academic and relevant work experience)
• Proven business savvy leader with 10+ years of experience, demonstrating record of program management success, both in results achieved and in use of professional methodology.
• Expertise and experience with long term partnerships, customer management and executive-level presence, leading the delivery of highly complex integrated solutions (products, software, services), solutions with complex stakeholder interactions and involvement of partners and 3rd parties.
• Project Management (PgMP or PMP) and Customer Success Certification or equivalent is highly preferred.
• In-depth knowledge and experience in leading the implementation of technology and business process improvement projects.
• Strong understanding of 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.
• Excellent executive leadership skills with the ability to coach, mentor and influence others
• Six Sigma or Process/Continuous Improvement experience is highly preferred

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.

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