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BD (Becton, Dickinson and Company) Customer Success Manager, Professional Services (Remote But West/Mid-West Based)) in Baltimore, Maryland

Job Description Summary

Job Description

Customer Success Manager, Professional Services, IDS (Remote)

This role will be covering the West & Mid-West, so ideal candidate will reside in these geographic areas.

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 Location

USA MD - Sparks - 26 Loveton Circle

Additional Locations

Work Shift

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

All applicants should complete the on-line application process. BD is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please call 855-BD-HELPS (855-234-3577) or email asc.americas@bd.com

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