Associate Customer Success Executive
| Company | Becton Dickinson |
|---|---|
| Location | Jackson Township, NJ, USA, Sparks, MD, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Minimum bachelor’s 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 optimally navigating in heavily matrixed environment and work cross functionally
- Demonstrated ability to manage influence through persuasion, negotiation, and consensus building
- 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 approach; 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 collaborators
- Enthusiastic and creative leader with the ability to inspire others
- Willing and able to travel over >50%
Responsibilities
- Creates and drives a US Region and IDS-wide culture of Customer Success
- Aligns activities 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)
- Is accountable for our IDS-wide customer feedback loop
- Drives assigned customer relationship (Director level and up) from the time of contract signature through the full customer lifecycle
- Establishes a trusted/strategic advisor relationship with each assigned customer
- Pro-actively handles both the customer’s and internal BD escalation pathways
- Is accountable for optimizing defined customer journey touchpoints and interactions with BD for assigned customers
- Works closely with our Healthcare Consultants, Application Specialists, IT consultants and Marketing to identify new opportunities and facilitate process and data improvement initiatives
- Drives alignment between the customer’s and BD’s long-term strategies and assists customer in long-term strategy design
- Advocates for customer needs and issues across BD to improve BD solutions
- Seeks opportunities to cross-/up-sell products, maintain and increase contract renewal rates to produce increased revenue and reduce churn
- Drives new business growth through fostering of customer advocacy for BD solutions to prospective customers
- Defines operational metrics for customer success; ensure there are adequate systems for tracking metrics; create cadence for review with the team and external partners; expose subset of metrics to executive team, as needed
- Increases overall customer satisfaction scores for defined customer touchpoints and interactions with BD IDS as an organization
Preferred Qualifications
- Clinical laboratory experience desired (i.e., Medical Technologist, Lab Manager)
- Ideally combined background of post-sale and sales experience
- Preferred experience in providing valuable automation services with impact at Executive level a plus
- Good understanding of hospital and lab informatics systems
- Preferably previous Healthcare customer experience
- Sophisticated negotiation and conflict resolution skills