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Senior Manager Customer Success

Job Description Summary
Job Description
Summary:
Our Laboratory Automation Solutions are transforming the way laboratories operate. Our solutions improve time-to-result, reduce human processing errors and enhance overall quality of care. We aim to complement these transformational Laboratory Automation Solutions with an equally impressive customer experience, creating yet another source of differentiation for BD in the marketplace.
The Sr. Manager of Customer Success will be responsible for the overall health of the post-sale customer relationship for an assigned set of accounts. The key objectives of the role is to foster a balanced relationship and ensuring an excellent customer experience that benefits the customer by (1) prioritizing the customer in all that we do as a collaborative business unit (2) Maximize customer value derived from our solutions while striving to elevate their overall experience.
Responsibilities:
The position is responsible for establishing, maintaining and enhancing customer experience while supporting their strategic goals through BD products, services and intellectual capital.
Define, Manage and Optimize Customer Experience through their Lifecycle
Drives assigned customer relationship (Director level and up) from the time of contract signature through the full customer lifecycle.
Executes the mapping and pro-actively managing customer's and internal escalation pathways
Accountable for optimizing defined customer journey touch-points and interactions with BD for assigned customers
Works closely with Optimization Consultants, Application Specialists, IT consultants and Marketing to identify new opportunities and facilitate process and data improvement initiatives
Provides actively drives alignment between the customer's and BD's long term strategies and assist customer in long-term strategy design
Establishes a trusted/strategic advisor relationship with each assigned customer
Actively advocates on behalf of assigned customer while looking for opportunities to cross-/up-sell and contract renewals
Measurably Drive Customer Success Outcomes
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores with Customer key Leadership functions (Lab Director, VP of Finance, VP of Supply Chain/Ops)
Increase and maintain customer renewal rates and reduce churn
Expand our revenue in accounts through cross-sell and up-sell
Drive new business growth through greater advocacy and reference-ability
Measure Effectiveness of Customer Success
Increase overall customer satisfaction scores for define customer touch-points and interactions with BDDS as an organization
Define operational metrics for customer success; ensure there are adequate systems for tracking metrics; create cadence for review with the team and external stakeholders; expose subset of metrics to executive team, company and board as needed
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores with Customer key Leadership functions (Lab Director, VP of Finance, VP of Supply Chain/Ops)
Enhance Support Effectiveness and Efficiency
Manages enterprise level customer escalations with timely resolution and communication across all key stakeholder groups
Point person for ALL customer management activities from billing disputes to scheduling education and training sessions.
Empowered to take the actions, activate resources to make doing business with BD easy for the assigned customer(s)
Advocates for customer needs and issues across BD to improve BD solutions
Accountable that US Technical Services has and drives proper support programs to serve the assigned DS accounts
Inspire Customer Success Across Lab Automation
Create and drive a US Region and DS-wide culture of Customer Success
Align with internal teams (i.e. Service regarding existing clients, R&D regarding product roadmap, Sales regarding cross/up sell and retention, Finance & Marketing Operations regarding metrics & forecasting, Regional VP leadership teams)
Be accountable for our DS-wide customer feedback loop
Qualifications
Minimum Bachelor degree Required, Business Management, Marketing or similar focus
7+ years' experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention required in a large scale business (e.g. 1,000+ employees, $1B+ revenue)
Experience effectively navigating in heavily matrixed environment and work cross functionally.
Demonstrated ability to manage influence through persuasion, negotiation, and consensus building
Ideally combined background of post-sale and sales experience
Strong empathy for customers and passion for revenue and growth with a deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset; demonstrated ability for critical thinking; excellent communication and presentation skills; demonstrated desire for continuous learning and improvement
Be able operate effectively in ambiguous situations
Builds relationships with key stakeholders
Enthusiastic and creative leader with the ability to inspire others
Preferred experience in providing value added automation services with impact at Executive level a plus.
Good understanding of hospital and lab informatics systems
Preferably previous Healthcare customer experience
Advanced negotiation and conflict resolution skills
Willing and able to travel over >50%
Primary Work LocationUSA MD - Baltimore
Additional LocationsUSA NJ - Franklin Lakes
Work Shift1st Shift 8am-5pm (United States of America)



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