Customer Success Manager - Philips ECG

Job Title

Job Description

Customer Success Manager

At Philips we are passionate about improving lives through meaningful innovation. As a Customer Success Manager (CSM) for our ECG (Electrocardiogram) Portfolio you will play a critical role in ensuring our healthcare partners across Southern Europe realize the full value of our solutions. You will manage end-to-end customer implementations drive customer adoption and execute strategic retention plans with a priority focus on Italy France and Spain. While Spain has a strong market share with Philips ECG there is a strategic need to accelerate Italy and France and hence you will mainly focus on these two countries first. If you are interested in highly innovative medical products and AI-powered software then this is the right role for you!

This role is ideal for a proactive multi-lingual professional with strong project management skills a customer-centric mindset and a passion for digital health technologies. Someone who has a high dose of energy and wants to be part of a strong international community of talent people with a good sense of humor. You speak fluent Italian and you are able to communicate in English as well. A third European language like French or Spanish is a plus.

Your role:

• Customer Implementation & Project Management: lead the onboarding and deployment of Philips ECG solutions from kick-off to go-live across regional hospitals and health close collaboration with Philips partners and customers. Coordinate cross-functional teams (e.g. clinical IT service and sales) to ensure timely and high-quality implementation. Manage project plans risks milestones and stakeholder communications. You closely collaborate with other departments within Philips such as Hospital Patient Monitoring and Enterprise Informatics. Your key performance indicators are: customer implementation time (1) customer and partner satisfaction (2).

• Customer Success & Retention: build strong long-term relationships with key customer stakeholders based on the customer segmentation you created for your respective region. You have a strong focus on the pay-per-use propositions such as Software-as-a-service. You closely monitor customer usage metrics customer satisfaction and clinical outcomes to identify value realization. You act as the voice of the customer within Philips to ensure continuous product and process improvements and collaborate with the other customer success managers in Europe. Your key performance indicators are: churn rate (1) account growth (i.e. sales) (2).

• Regional Collaboration & Strategy: serve as a regional expert and point of contact for customer success initiatives in Italy France and Spain in close alignment with the local Philips teams. Collaborate with Sales and Marketing to identify upsell and cross-sell opportunities especially in the domain of Monitoring and Service Maintenance Agreements. Represent Philips at regional customer events workshops and feedback sessions.

You are a great fit if you have:

• Bachelors / Masters in business or related field (masters preferred).
• 5 years of experience in customer success project management or healthcare technology implementation.
• Proven track record of managing complex B2B healthcare or clinical software deployments.
• Strong understanding of hospital workflows cardiology or ECG monitoring is highly desirable.
• Fluency in English and Italian is required. Proficiency in French and Spanish is strongly preferred.
• PMP or equivalent project management certification is a plus.
• Willingness to travel within the region up to 40%.

How we work together
We believe that we are better together than apart.
Field roles are most effectively done outside of the companys main facilities generally at the customers or suppliers locations.

About Philips
We are a health technology company. We built our entire company around the belief that every human matters and we wont 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 youre 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 culture of impact with care here.

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