Customer Success Manager Radiology Informatics

Job Title

Customer Success Manager Radiology Informatics

Job Description

You will be a customer facing representative within Radiology Informatics (RI) Services & Solutions at Philips, for ensuring customer satisfaction, experience, outcomes and success when using Philips products or services in compliance with the existing contracts and financial arrangements.

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;
• 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 versus SLAs, focusing on uptime, incident and problem management, root cause analysis, and normal operations and production that require attention;
• 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.

Contract and Financials

• Deeply understand the contract obligations and implications, ensuring that Philips delivers against them while ensuring that customer and third-party responsibilities are clearly defined and acted upon when necessary;
• 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.

You’re the right fit if:

• Bachelor’s Degree in Engineering (ideally Biomedical), Computer Science, Information Technology, Mathematics, Physics, or related or equivalent combination of education and work experience.
• 4-5 years of experience in IT in large companies, with a background in project management and customer success management preferred in healthcare or IT in healthcare or a similar role.
• Program / Project Management experience qualifications, Business Analytical skills, influence without authority, structured thinking, multitask.
• 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.
• Fluent in Dutch, French and English.
• Flexible, self-motivated, enthusiastic, and able to influence and control work without direct authority.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won’t stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

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.

#LI-EU

Read Full Description