Customer Success Manager (Technical Account Manager) - Home Based

Philips | 15 d ago
Published date Posted on Indeed on Jul 16, 2021

Job Title

Customer Success Manager (Technical Account Manager) - Home Based

Job Description

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

In this role, you have the opportunity to

The Customer Success Manager (Technical Account Manager) supports strategic relationships with customers by ensuring that those with Software Agreements receive the full value of the contract entitlements. The Technical Account Manager is responsible for advising customers on how to plan the delivery of their entitlements along with the benefits and impact of executing on them. This role is responsible for maintaining the relationship within their assigned accounts to include interactions with hospital executives, Physicians, Clinicians, and administrative staff. The Customer Success Manager has responsibility for planning, guiding and initiating software upgrades for their assigned accounts with Software Maintenance Agreements. In addition, they work with Service, Field and BIU Marketing Leadership in improving processes and value.

You are responsible for (but not limited to):

  • Act as the software agreement primary point of contact to the customer for assigned account(s).
  • Collaborate with customer and sales teams to ensure timely agreement renewals.
  • Maintain high quality oral and written communications with internal and external customers regarding the software agreements, their entitlements, and benefits
  • Act as an advocate on the customer's behalf to ensure a positive Customer Experience through the lifecycle of the software agreement.
  • Lead and deliver review meetings to share demonstrated achievements with proof point evidence to the customer and internal teams throughout the lifecycle of the agreement.
  • Propose and drive continuous improvement of software agreement process and procedures.
  • Drive product knowledge, increase adoption and identify upsell/cross-sell opportunities.
  • Recognize opportunities and work proactively with sales and service teams to expand and renew agreements.
  • Take ownership of customer issues and drive to effective and timely resolution
  • Effectively manage commitments and expectations of both Philips and the customer around entitlements to ensure customer satisfaction as defined by the business and customer.
  • Manage and support all operational aspects of software agreements at assigned accounts. Communicate and coordinate with appropriate internal functions for support.
  • Monitor and drive upgrade schedules with service team to meet software and service entitlement commitments and requirements.
  • Other duties and responsibilities as assigned

You are a part of

The Solutions Delivery organization collaborates closely with the business, markets, and transformation teams as a part of the Accelerate program that drives sustainable improvements of solution delivery capabilities across Philips. This will unlock business opportunities, contributing to our strategic ambition to grow Solutions to become 35% of our revenue by 2030.


To succeed in this role, you should have the following skills and experience

  • Bachelor’s Degree in a related discipline is highly preferred
  • 3+ years working in healthcare, knowledge of the hospital environment and workflows is highly preferred
  • Demonstrated experience in successful customer relationship management
  • Proven ability to collaborate and coordinate cross-functionally.
  • Excellent verbal, written and interpersonal communication skills.
  • Effective problem solving and conflict resolution skills.
  • Demonstrated ability to effectively manage and prioritize multiple assignments/tasks.
  • Advanced computer skills, including Microsoft Office, Word, PowerPoint, Excel, and Outlook.
  • Flexible work style and ability to adapt to customer requirements.

In return, we offer you
We offer you a dynamic working environment in an innovative business, which offers you excellent opportunities to further develop and fully exploit your talents. This job comes with a competitive salary, excellent benefits and up-to-date training.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran

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