Senior Manager, Customer Success

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

As guided by Our Credo Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Digital Marketing

Job Sub Function:

Digital Product Management

Job Category:

Professional

All Job Posting Locations:

New Brunswick New Jersey United States of America Raritan New Jersey United States of America

Job Description:

Ethicon a member of the Johnson & Johnson family of companies is seeking a Senior Manager Customer Success to support the MedTech Supply Chain Digital Strategy & Innovation organization within Digital Excellence.

This leader will serve as the primary relationship lead for assigned areas crafting high-value digital opportunities and ensuring that investments achieve adoption measurable outcomes and sustained value. The role will establish and scale a consistent Customer Success operating model across the portfolio and orchestrate work across Business Product Management Data Science & AI Data Product Management and Reporting & Analytics teams.

At Johnson & Johnson we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented treated and cured where treatments are smarter and less invasive and solutions are personal. Through 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 humanity. Learn more at work options may be considered on a case-by-case basis and if approved by the Company for US based candidates.

Key Responsibilities

Business Relationship Management & Opportunity Development

• Build trusted relationships with business and functional leaders maintain transparency into their priorities and relationship health and connect collaborators with the capabilities needed to advance high-value digital opportunities.

Demand Intake & Opportunity Qualification

• Guide opportunities through Digital Marketplace intake and qualification by clarifying the business need expected outcomes strategic alignment and readiness for investment. Coordinate handoffs to Product Management solutioning and governance teams.

Customer Discovery & Value Definition

• Lead customer discovery and translate unmet needs into clear value cases expected outcomes success criteria and prioritized digital opportunities.

Portfolio & Investment Governance

• Bring customer value and strategic-fit insights into portfolio prioritization funding and governance decisions.

Customer Success & Adoption

• Partner with product and change leaders to strengthen customer engagement adoption and continuous feedback throughout the digital lifecycle.

Value Realization & Performance Insights

• Establish a consistent approach to value realization across the portfolio. Partner with product and business owners to define and track outcomes critical metrics and customer impact and provide clear insights and escalations to leadership.

Qualifications:

Education: Minimum of a Bachelors degree and/or equivalent University degree required; focused degree in Business Engineering Supply Chain Information Systems Analytics or equivalent preferred; advanced degree preferred.

Required:

• Minimum eight (8) years of relevant professional work experience.

• Experience in Customer Success Digital Transformation Product Operations Portfolio Management Consulting Strategy or Program Leadership.
• Demonstrated experience leading demand management opportunity qualification business case development or portfolio governance processes.
• Proven experience defining value frameworks success metrics benefits realization and executive reporting.
• Experience driving adoption organizational change customer engagement and customer success for digital products.
• Strong analytical and data-driven decision-making capabilities including dashboarding and performance insights.
• Exceptional communication facilitation storytelling and influencing skills.
• Proven ability to lead cross-functional initiatives across Business Product Data Technology and Operations organizations.
• Ability to navigate ambiguity establish structure and drive execution in complex environments.
• Customer-centric leader with strong intuition for business and bias for action.

Preferred:

• Experience in MedTech Life Sciences Manufacturing or Supply Chain.
• Experience with digital products data platforms AI analytics workflow automation or enterprise applications.
• Experience building or scaling Customer Success or Value Realization capabilities across a digital portfolio.
• Certification or training in Agile Product Management Change Management Lean Program Management or Benefits Realization.

Other

• This position may require up to 15% domestic and international travel.

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 external applicants please contact us via internal employees contact AskGS to be directed to your accommodation resource

Required Skills:

Preferred Skills:

Alliance Formation Applications Support Consulting Customer Analytics Data Science Data Structures Digital Fluency Digital Marketing Digital Strategy Emerging Technologies Global Market Negotiation Organizing Product Development Report Writing Risk Management Technical Credibility

The anticipated base pay range for this position is :

$137000.00 - $235750.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans employees are eligible to participate in the Companys consolidated retirement plan (pension) and savings plan (401(k)).

This position is eligible to participate in the Companys long-term incentive program.

Subject to the terms of their respective policies and date of hire employees are eligible for the following time off benefits:

Vacation 120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado 48 hours per calendar year; for employees who reside in the State of Washington 56 hours per calendar year

Holiday pay including Floating Holidays 13 days per calendar year

Work Personal and Family Time - up to 40 hours per calendar year

Parental Leave 480 hours within one year of the birth/adoption/foster care of a child

Bereavement Leave 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

Caregiver Leave 80 hours in a 52-week rolling period10 days

Volunteer Leave 32 hours per calendar year

Military Spouse Time-Off 80 hours per calendar year

For additional general information on Company benefits please go to: - Experience:

Senior Manager