- Company Name
- Philips
- Job Title
- Customer Success Manager
- Job Description
-
Job title: Customer Success Manager
Role Summary:
Oversee end‑to‑end delivery of hospital patient monitoring equipment for Philips customers in Belgium. Act as technical consultant, project coordinator, and customer liaison to ensure successful installations, upgrades, and user training across multi‑year contracts and new orders.
Expectations:
* Deliver projects on time, within budget, and to agreed quality and regulatory standards.
* Maintain strong stakeholder relationships, ensuring clear communication and customer satisfaction.
* Continuously improve processes and adopt new technologies to enhance service delivery.
Key Responsibilities:
1. **Project Planning & Execution** – Develop project plans, define objectives, scope, timelines, and success criteria in collaboration with customers and cross‑functional teams.
2. **Stakeholder Management** – Serve as primary interface with customers, hospital staff, IT teams, contractors, and internal sales and supply‑chain functions.
3. **Resource Coordination** – Allocate internal and external resources (quality, time, budget), engage procurement/supply chain for quotes and orders.
4. **Risk & Change Management** – Identify technical and commercial risks, devise mitigation strategies, evaluate change requests, and implement corrective actions.
5. **Installation & Training Oversight** – Ensure IT infrastructure readiness, coordinate installation coordination, and deliver training to end users.
6. **Compliance & Documentation** – Ensure adherence to applicable regulations, maintain up‑to‑date documentation, and hand over to service organization.
7. **Performance Monitoring** – Track budget, progress, and project metrics; conduct lessons‑learned meetings upon project completion.
Required Skills:
* Project management (planning, execution, monitoring).
* Technical knowledge of hospital patient monitoring systems and IT infrastructure.
* Strong communication and stakeholder engagement.
* Risk assessment and problem‑solving.
* Budget and resource management.
* Ability to work cross‑functionally (sales, engineering, procurement, clinical staff).
* Proficiency in project management software and Microsoft Office.
Required Education & Certifications:
* Bachelor’s degree in Engineering, Health Sciences, or related field.
* Project Management certification (PMP, PRINCE2, or equivalent) preferred.
* Knowledge of healthcare regulations and standards (ISO 13485, FDA, CE) is advantageous.