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Philips Business Process Expert - Customer Success Management in United States of America - Home Based, Massachusetts


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 c ontact 888-367-7223, option 5, for assistance.

In this role, you can make your contribution to the solutions transformation in Philips. As Customer Success Business Process Expert , you have a broad audience in the business and markets organization with a specific focus on designing and enabling our customer success model. This includes designing customer success processes, roles/organization, IT capabilities and KPI's that enable Philips customer success teams to help our customers consistently achieve success with Philips solutions and services in their journey towards their ever-evolving desired outcome.

You are responsible for

  • Driving process design and standardization for customer success management, ensuring alignment with the underpinning IT applications including relevant process performance metrics & KPI’s and compliance requirements and controls, in teamwork with the other BPEs and under the leadership of the Lead Business Process Owner for Solution Delivery.

  • Capturing Customer Success Management business and market needs designing, implementing processes and capabilities, updating Philips Excellence Process Framework, as necessary.

  • Performing process gap analyses and proposing best practices as input for the process design.

  • Identifying and collecting Customer Success Management requirements to be secured throughout the customer lifecycle.

  • Collaborating with IT and EIM to ensure that IT applications and data models support Customer Success Management business process requirements and design.

  • Being a change agent by clarifying the impact of the new ways of working including the process, IT applications, performance management and learning, driving maturity of Customer Success Management

  • Collaborating with Philips University or other parties who develop the learning curricula for the stakeholders identified.

  • Building and maintaining communities of practice in your respective domain and ensuring that people competencies and capabilities are in place to execute the standard solutions in their process domains and identify opportunities for improvement.

  • Establishing an accurate process performance impact tracking & reporting, with reference to internal/external benchmarks and relevant targets.

To succeed in this role, you should have the following skills and experience

  • University degree desirable in Business, Mathematics, Computer Science or other related field or equivalent combination of academic and work experience

  • Minimum 7 years’ experience of customer success management, in global and multicultural setting, with E2E process design experience

  • Minimum 2 years’ experience designing, supporting or developing customer success organizations, applications (Gainsight, SFDC, Totango, Custify, Natero or else) and data models

  • Expert knowledge and experiences in customer engagement models such as the TSIA LAER model.

  • Strong analytical skills, experience with large and complex data sets and data analysis including financial scenario analysis, workforce planning, demand planning and skills management

  • Good understanding of full range of business challenges and opportunities and internal/external trends in customer success management

  • Strong collaborative skills

  • Professional demeanor and strong communications skills

  • Excellent leadership skills with the ability to coach, mentor and influence other senior colleagues

  • Evidence of successful teamwork with stakeholders, of all levels, around the globe

  • US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

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 improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

It 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