Director, Customer Success, Polyphonic

Santa Clara County, CA - USA

Monthly Salary: $ 167000 - 289800

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are our expertise in Innovative Medicine and MedTech we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow and profoundly impact health for more at

Job Function:

Sales Enablement

Job Sub Function:

Customer Success Management

Job Category:

Professional

All Job Posting Locations:

Santa Clara California United States of America

Job Description:

Johnson and Johnson MedTech is currently recruiting for a Director Customer Success Polyphonic. This role is eligible for remote work within the United States.

Fueled by innovation at the intersection of biology and technology were developing the next generation of smarter less invasive more personalized treatments.

Are you passionate about improving and expanding the possibilities of surgery Ready to join a team thats reimagining how we heal Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world. Your contributions will help effectively treat some of the worlds most prevalent conditions such as obesity cardiovascular disease and cancer. Patients are waiting.

Your unique talents will help patients on their journey to wellness. Learn more at Director of Customer Success Polyphonic will lead the globalend-to-endpost-implementation customer experience for Polyphonicowning adoption value realization renewals and loyalty across regions. This is the enterprise system-builder for Customer Success: establish the CX operating system (standards playbooks KPIs cadence) used worldwide and ensure it delivers measurable outcomes for clinicians operators and patients. The leader is both strategic and hands-onsets direction develops talent and personally leans in on critical escalations and enterprise-level special projects.

Key Responsibilities

Own the global CX operating system post-implementationdefine what good looks like govern journey standards and publish reusable playbooks and change-management kits; localize for regional nuance.

Install best-in-class KPIs and operating rhythm publish dashboards and run weekly/monthly commitdeliver forums. Own the CX KPI taxonomy and ensure consistent dashboards and reporting across regions/functions.

Work with Growth team to renew contracts and identify opportunities for upsell/cross-sell

Lead and develop the team: hire coach set bars conduct reviews; provide functional supervision across regions.

Executive relationship management: maintain C-suite/clinical/IT relationships; create open channels that yield actionable insight and accelerate outcomes.

Voice of Customer Product: convert VoC into shipped product/workflow improvements with Product Engineering Clinical/Medical Affairs Commercial Marketing/Education Quality/Regulatory and Security/Privacy.

Enterprise programs & partnerships: Identify and enable cross-region education frameworks society/partner collaborations initiatives and journey harmonization that deliverend-customer benefit; define benefit hypotheses success metrics and publish results.

Enterprise special projects: charter resource and deliver portfolio-scale initiatives

Risk/impact management & escalation ownership: run forecasts and scenarios make cross-regional trade-offs own program governance and budgets and roll up sleeves to resolve issues fast.

Qualifications

Bachelors degree.

10yearsrelevant experience across Customer Success / Customer Experience / adoption / program leadership for software digital or technology-enabled products (MedTech and healthcare experience preferred but not required).

5yearspeople-management (direct matrix): hiring coaching performance management workload planning.

Proven done-it-before recordled 1end-to-endCustomer Success transformations (build or rebuild) with quantified outcomes.

Multi-altitude operator: equally effective in executive forums and hands-on during day-to-day interactions

Global fluency: success operating across U.S./EMEA/APAC/LATAM and localizing standards/training.

Executive-level communication; data-driven with KPI/dashboard fluency; converts ambiguity into a clear plan and closes loops quickly.

Ability and willingness to travel up to 70% worldwide.

The anticipated base pay for this role is $146000 to $251850.

For candidates based out of the Bay Area CA. the anticipated base pay is $167000 to $289800

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity age national origin disability protected veteran status or other characteristics protected by federal state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants needs. If you are an individual with a disability and would like to request an accommodation please contact us via or contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Consulting Critical Thinking Cross-Functional Collaboration Customer Acquisition Strategy Customer Centricity Customer Journey Mapping Customer Relationship Management (CRM) Customer Retentions Customer Success Management (CSM) Fact-Based Decision Making Mentorship Performance Measurement Relationship Building Sales Enablement Sales Support Tactical Planning Technical Credibility

Required Experience:

Director