Customer Success Manager - Women's Health

Job Description SummaryOur BD Women's Health and Cancer products 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 commercial products with an equally impressive customer experience, creating yet another source of differentiation for BD in the marketplace.The National Customer Success Manager 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 are 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.Job DescriptionThe Customer Success Manager is responsible for establishing, maintaining, and enhancing customer experience while supporting their strategic goals through BD products and services.+Define, Manage, and Optimize Customer Experience through their Life-cyclesDrives assigned customer relationship from post instrument go-live thru the full customer life-cycle. Executes the mapping and proactively manages the internal and external escalation pathways for their designated strategic clients. Works closely with sales, service, applications, project managers, and US & Global Marketers to identify new opportunities and improvement initiatives. Actively drives alignment between the collaborative long term strategies of both the customer and BD. Establishes a trusted/strategic adviser relationship with each assigned customer and advocates on behalf of the assigned client while looking for opportunities to cross-/up-sell BD products / services.+Measurable Drive Customer Success OutcomesInfluence 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-/up-selling activities. Drive new business growth through greater advocacy and reference-ability.+Measure Effectiveness of Customer Success​ Increase overall customer satisfaction scores for defined customer touch-points and interactions with BD IDS 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. Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores with Customer Key Leadership.+Enhance Support Effectiveness and Efficiency​Manages enterprise level customer escalations with timely resolution and communications across all key stakeholder groups. Point person for all customer management activities. 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.+Inspire Customer Success across Women's Health and CancerCreate and drive a US Region and IDS-wide culture of Customer Success. Align with internal teams (applications, service, sales, marketing, & product managers) regarding metrics and forecasting. Be accountable for our IDS customer experience and overall feedback.Primary Work LocationUSA MD - Sparks - 39 Loveton CircleAdditional LocationsWork ShiftBecton, 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.