Customer Success Director

Job Title

Job Description

The Customer Success Director will provide people-management and/or strategic leadership and direction of employees and teams responsible for the delivery of implementation, adoption, optimization & professional services function within the market.

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. Six Sigma or Process/Continuous Improvement experience is highly preferred.

• In-depth knowledge and experience in leading the implementation of technology and business process improvement projects.

• Strong understanding of technological and healthcare industry challenges, opportunities, trends, clinical processes, workflows, and management.

• Excellent executive leadership skills with the ability to coach, mentor and influence others.

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

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 facilities, generally at the customers’ or suppliers’ locations.
 

This is a field role.
 

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 improve the lives of others.

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

Philips Transparency Details

The annual pay range for this position in AZ, AR, IA, IO, KS, KY, LO, ME, MS, MO, MT, NE, NM, OK, SC, SD, TN, UT, VI, WV is $137,00.00 to $220,000.00

The annual pay for range for this position in AL, CO, DE, FL, GA, HI, IL, ID, MI, MN, NV, NH, NC, ND, OH, OR, PN, TX, VT, VA, WI, WY is $144,000.00 to $221,000.00

The annual pay for range for this position in AK, MD, NY, RI, WA is $152,000.00 to $243,000.00

The annual pay for range for this position in CA, CT, DC, MA, NJ is $162,000.00 to $259,000.00

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.   

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.  Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.