Customer Success Manager

Job Title

Job Description

This customer project management role has the entire accountability for installations of hospital patient monitoring equipment for Philips customers in Belgium. As CSM you are managing end 2 end all the aspects of the contract, upgrade and equipment delivery from order identification and acquisition , through ordering and preparation to installation. After execution the delivery is finalized by training the system users on their newly installed and or upgraded equipment. This is based on the total portfolio in your region based on new and existing service contracts and equipment orders.

At Philips, as Customer Success Manager, you are the interface between all stakeholders during all phases of the project, and during contract life cycle. If this and the below motivates you, then the CSM role is yours!

• Human relationship is your motivation.

• Customer intimacy is at the heart of what you love to do.

• If you do not want to face routine.

• If you are willing to learn during all your career

• If you want to discover new technology and new products.

• And even more if providing the best patient’s cares has a meaning for you, the CSM role is for you.

You have multiple hats at your disposal; you are a technical consultant, you are a coordinator, you are a customer interface, you are responsible for customer (IT) site readiness, you are orchestrating the project and contract deliveries E2E.

Projects are divided in three phases:

It starts at the pre-tendering phase. Your role is to be the orchestrator of efforts which are related to internal resources and inform both intern sales representatives and extern customers about the technical aspects, but also to define how people’s dreams can become true. You work together with the sales team to demonstrate our solutions could bring assets to our customers and their patients. In the running service contracts you play the role to speak long year with customers addressing their needs covered by the contracts and utilize the best out of it. It’s important to emphasize that the delivery orders are coming from multi-year contracts Philips has with customers and also additional equipment orders. This whole portfolio of different types of orders is in this CSM role your scope of delivery. You also discuss the delivery forecast, customer needs, roadmap of upcoming upgrades and more with the customer and all relevant stakeholders to design the right solution portfolio delivery timelines.

In fact in coordinating the system’s installation within the golden rules, you have also a critical managerial and orchestration role. Getting the IT infrastructure ready to install our brand-new systems or upgrades. This takes place in the execution phase, the project implementation. During this phase, you are the conductor of the project. Your role is the make the bridge between everyone: doctors, nurses, applicants, engineers, consultants and architects, head of hospital, sales, architects and so on. You initiate or participate at customers / providers / engineers / architects’ meetings. You do the maximum to get the IT infrastructure ready and you are focussed on your customer’s satisfaction. Finally, you coordinate also all our internal activities to have the installation, application, training and (provisional) customer reception done as establish on the planning.

Your role

• Confirming & using the project objectives and customer success criteria, formulates the portfolio and project plan, in consultation with customer, project team members and other parties concerned on base of the customer orders and contract.
• Organizes the internal and external resources to be used (quality, time, budget and information) and specifies the quality standard in the processes. Includes engaging with procurement/supply chain for quotes / orders from external suppliers.
• Works closely with (product) sales organization to ensure customer and solution readiness prior to order sign. Support in the pre-sales process as needed case by case (end 2 end responsible when it’s about building works.
• Defines the risks (technical and commercial) of the project and develops scenarios to overcome these risks.
• Directs project teams and gives them operational guidance, regarding content and organization.
• Implementation and realization according to the project plan or validated project order in terms of quality, money, time, information, organization, and final customer acceptance and sign-off.
• Responsible for maintaining up-to-date project documentation and executing the hand-over of the Customer to the Service Organization.
• Responsible for driving compliancy to applicable regulations by project team, third parties and partners in the project.
• Controls the project budget and project progress, evaluates all change requests as to feasibility, costs/benefits and added value, takes corrective actions when necessary and generates.
• Execute lessons learned meetings after project completions and convert those lessons into knowledge articles, training content or other actions of improvement.
• Responsible for single, multi-site or multi-products projects
• Managing independently your own project team which means managing a team of internal specialists and external suppliers and customer representatives.
• Objectives of action are clearly defined by contracts, policies and directives, but some freedom is permitted in achieving end results.
• Responsible for the execution, progress and quality of the project.
• Influence on key decisions regarding content within team.
• Project reporting to senior management.
• Responsible for Margin management.

You are a part of:

The BNL Service & Solutions Delivery Organization with roughly 200 employees. The Service & Solutions Delivery teams are responsible servicing all Philips equipment installed at customers in BNL.

You are a right fit if you have:

• Bachelor/Master's degree.
• Relevant customer facing service working experience, including experience of leading workstreams within projects from idea through implementation with evidence of business impact (as a Customer Project Manager, Field Service Engineer).
• Proven track record in working with software and IT hardware from conception to completion as a must.
• Knowledge of the HPM portfolio is a preference.
• Have significant experience of tender processes and of contract construction and delivery.
• Experience with a standardized project management methodology. Evidence of applying daily management and methodical problem solving.
• An understanding of the IT Design Management regulations.
• Previous experience on healthcare projects is an advantage.
• Customer Centricity & stakeholder partnership knowledge.
• Professional capabilities in both speaking and writing in Dutch (must), French and English.

How we work together
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations with 1 day presence per week in our office in Belgium.

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 the lives of others.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

If you’re 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.