Customer Success Capability Manager

Effective Tuesday, January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips. Employees with a sincerely held religious belief and/or disability impacting their ability to obtain the COVID vaccine can request a reasonable accommodation.If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.In this role, you have the opportunity to make life betterLooking at the challenges the world is facing today Philips’ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.You are responsible for

Teaming with Program leaders, BPOs/BPEs, BG Leaders and Services Leaders to drive capability development and deployment roadmaps & drive adoption of the capabilities

Teaming with Philips Hospital Patient Monitoring business to drive customer success management, deliverability, and customer solution adoption requirements

Understanding Solution delivery, environments, and local challenges to identify requirements for service & solution delivery enablement for health systems portfolio

Collaborating with product & business/function teams to identify capability gaps and requirements required for successful market launch and enablement

Identification of areas of services, professional services, solution & service delivery improvement

Operationally advance Philips solutions while meeting the timelines and deliverables of the business

Partner with healthcare customers to share proof points through joint publications and presentations

Drive continued adoption and success throughout the CoE and delivery organization

Active participant in global CoPs, stimulating engagement and traffic among users, and answering questions

Active participant in global Design Reference Groups to drive/improve Customer Success Management processes and tooling

You are a part ofThe North America Center of Excellence for Professional Services and Solution Delivery organization is a market embedded organization, comprised of a hyper-focused team of thought leaders and Subject Matter Experts who closely partner and interfaces with BUs to transform business processes and develop people capabilities resulting in E2E standardized solutions driving world-class customer and employee outcomes through a formal governance process driving support functions for Zones and professional services delivery teams.​To succeed in this role, you should have the following skills and experience

High level of strategic skills; able to synthesize disparate information into actionable strategies and E2E designs

Knowledge of business process design methods and continuous improvement methods

Knowledge of Customer Success methodologies including LAER model

Ability to work in a matrix organization and team environment to successfully interact with all levels of internal stakeholders.

Prioritization and creative problem-solving skills

Excellent written, verbal communication and presentation skills

5+ years of transformation, process deployment or solution activation experience

10+ years of patient monitoring solution delivery and/or healthcare consulting experience

Requires a Master’s degree in a position-relevant program (e.g. Business, Industrial Engineering, Healthcare Informatics, Healthcare Administration, or Health Science)

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.How we work at PhilipsOur newly adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart – which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home – for our hybrid roles.​Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.Our hybrid working model is defined in 3 ways:​We believe in the importance of impactful collaboration: There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.We embrace flexibility: Choosing where, when, and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams, and our customers on a case-by-case basis. ​We want to be at our best: The way we work, and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best. ​Why should you join Philips?Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common: An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.Visit our careers website to explore what it’s like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions.#LI-PH1#LI-RemoteIt is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.Equal Employment and Opportunity Employer/Disabled/Veteran