Customer Success Manager

Role Overview

The Customer Success Manager will shape long-term service partnerships with customers, ensuring the successful implementation of software maintenance agreements and information service agreements. The role involves coordinating complex processes, managing dates, costs, quality, and risks, and contributing to customer satisfaction, retention, and sustainable business development.

What You Will Do

The job involves ensuring smooth project and process flows for software maintenance agreements, steering and coordinating long-term service contracts, planning the long-term development of the service partnership, and monitoring results and dependencies between projects.

Why It Might Be a Fit

The ideal candidate will have long-term relevant professional experience, good knowledge of project management, and a well-developed technical understanding. They should also have comprehensive end-to-end process understanding in the Order to Fulfill area and experience with related systems.

Requirements

• Completed bachelor’s or master’s degree in IT, medical technology, electrical engineering, business engineering, or a comparable field
• Long-term relevant professional experience and very good knowledge of project management
• Well-developed technical understanding; knowledge of the Philips Patient-Monitoring Portfolio is an advantage
• Comprehensive end-to-end process understanding in the Order to Fulfill area and experience with the related systems, particularly PSA
• Very good analytical skills and experience with Lean methods, such as Daily Management and Problem Solving
• Comprehensive knowledge of hospital processes and the German healthcare and reimbursement system
• Very good communication and negotiation skills, persuasion, and a well-developed social competence
• Secure handling of Microsoft Excel, including pivot tables, macros, and formulas, as well as ideally experience with QlikView, ServiceMax-Reports, and Salesforce
• High level of customer and service orientation, self-initiative, and independent working style
• Good to very good English skills in word and writing
• Experience in functional leadership is an advantage
• Willingness to travel more than 20 percent

Benefits

• Annual leave: 30 days
• Mobility: Subsidized Germany ticket, leasing options for private use (bicycles, cars, smartphones, …)
• Philips University & Philips in Balance: Various offers in the field of health as well as professional and personal development
• Philips Pension Fund: Employer-financed pension provision
• Paid partner time: 2 weeks of paid time for partners: in connection with the birth of a child
• Philips MyShop: Discounted Philips products
• Catering: Free drinks and low prices in our canteen and Philistro
• Culture: Duz culture, a paid day for voluntary work, various team and culture actions (for sustainability, diversity, …), etc.