Customer Success Manager
Customer Success Manager (CSM)
Location – BGC, Manila, Philippines
Reports to – Customer Support Manager, APAC, Health Systems (based in Singapore)
OBJECTIVE: The Customer Success Manager (CSM) is the main technical relationship manager for Philips software products for a portfolio of accounts. This role is responsible for representing Philips to the customer at multiple levels, guiding and managing projects and is the main point of contact for the customer for the product they support. This role is key in the customer experience and implementation of our current service models.
Key Areas of Responsibility
Build long term, sustainable relationships at multiple levels of a customer organization and tactically manage the success of defined accounts.
Serve as the internal advocate for the customer, helping to drive support in order for the customer to achieve their business objectives.
Work hand in hand with the service team, implementation teams, other Philips team and management to provide a world class experience for the customer.
Assist customers in solving point-in-time challenges
Educate customers on self-service tools, release processes, and other customer programs to ensure a successful partnership.
Act as a direct point of contact within Philips for the customer and account team to drive resolution of product and support issues, and communicate within the organization to meet the customer’s needs.
Manage customer experience and communication for escalations as raised by the customer or account team.
Manage a set of customers and make certain a high level of satisfaction is achieved and proactively managing to prevent escalations.
Continually seek opportunities to increase customer satisfaction and deepen client relationships.
Be the expert by understanding the customer’s environment and leverage this information to ensure overall customer success with our products and support.
Oversee and project manage as needed for implementation and upgrades of NPI and products.
Dimensions Relating to Problem Solving: Thinking Environment & Challenge
Addresses and/or manages problems while balancing resource, schedule and financial factors
Works with technology and clinical professionals to implement solutions to meet customer requirements
Support of software solutions
Exercises judgment and influence on key technical decisions
Integrates resources effectively, including external resources
Assumes leadership role in initiatives at the direction of management. Takes lead in customer management.
Identifies and effectively handles challenges
Effectively communicates and manages the customer experience.
Dimensions Relating to Accountability: Freedom to Act, Magnitude, Nature of impact
Works independently with general supervision on daily work, general instruction on new assignments, seeks guidance as appropriate
Objectives are clearly defined, some freedom is permitted to achieve desired results
Demonstrates increasing independence and decreasing need for work direction
Develops and completes commitments in a timely manner within budget
Demonstrates ownership and accountability of managing assigned accounts
Experience & Qualifications
Degree holders with at least 10 years of related experience
Prior experience working in hospital environment is preferred
Project Management experience is a plus
ITIL Foundation certification required
Aptitude to understand customer end-to-end deployments, products and underlying architecture
Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications
Familiarity with database, application and network technologies
Possess strong presentation skills and credibility with all levels of customer organizations
Demonstrated customer-facing skills including expectation management, communication skills, information management
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