Associate Customer Success Executive – East

🔥 0 minutes ago

🏖️ New Jersey, New York, +2 more states – Remote

🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote

💵 $104.7k - $167.5k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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BD

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1897

🏥 Healthcare

🏭 Manufacturing

⚕️ Healthcare Insurance

💰 $24M Grant on 2020-07

Healthcare • Manufacturing • Healthcare Insurance

BD (Becton, Dickinson and Company) is a global medical technology company dedicated to advancing the world of health. It focuses on developing innovative technologies, services, and solutions to improve safety and efficiency in healthcare. BD offers a wide range of products including medication management solutions, surgical solutions, cervical cancer screening, drug delivery systems, and laboratory services. The company is also involved in infection risk management and provides advanced clinical insights to enhance patient outcomes. With a commitment to global health sustainability and social investing, BD is a leader in healthcare technology and services worldwide.

📋 Description

• Establish, maintain, and enhance customer experience while supporting strategic goals through Waters products, services, and intellectual capital • Create and drive a US Region and ADx-wide culture of Customer Success • Align activities with Service, R&D, Sales, Finance, Marketing Operations, and Regional VP leadership teams • Own the ADx-wide customer feedback loop • Drive assigned customer relationships from contract signature through the full customer lifecycle • Establish trusted/strategic advisor relationships with assigned Director-level-and-above customers • Proactively handle customer and internal BD escalation pathways • Optimize defined customer journey touchpoints and interactions with Waters • Work with Healthcare Consultants, Application Specialists, IT consultants, and Marketing to identify opportunities and facilitate process and data improvement initiatives • Align customer and Waters long-term strategies and assist customers in long-term strategy design • Advocate for customer needs and issues across Waters to improve solutions • Seek cross-sell/up-sell opportunities, maintain and increase contract renewal rates, increase revenue, and reduce churn • Influence future lifetime value through product adoption, customer satisfaction, and customer health scores • Drive new business growth by fostering customer advocacy for Waters solutions • Define operational customer success metrics and ensure adequate tracking systems • Create a cadence for metric reviews with teams and external partners • Expose selected metrics to the executive team as needed • Increase overall customer satisfaction scores for defined customer touchpoints and interactions with Waters

🎯 Requirements

• Minimum bachelor’s degree required, Business Management, Marketing, or similar focus • Clinical laboratory experience desired (i.e., Medical Technologist, Lab Manager) • 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 working cross functionally • Demonstrated ability to manage influence through persuasion, negotiation, and consensus building • Ideally combined background of post-sale and sales experience • 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 • Ability to operate effectively in ambiguous situations • Builds relationships with key collaborators • Enthusiastic and creative leader with the ability to inspire others • 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 • Willing and able to travel over >50%

🏖️ Benefits

• Annual Bonus • Potential reimbursement of vehicle use/mileage • Potential reimbursement of phone use • Medical coverage • Health Savings Accounts • Flexible Spending Accounts • Dental coverage • Vision coverage • Hospital Care Insurance • Critical Illness Insurance • Accidental Injury Insurance • Life and AD&D insurance • Short-term disability coverage • Long-term disability insurance • Long-term care with life insurance • Anxiety management program • Wellness incentives • Sleep improvement program • Diabetes management program • Virtual physical therapy • Emotional/mental health support programs • Weight management programs • Gastrointestinal health program • Substance use management program • Musculoskeletal surgery, cancer treatment, and bariatric surgery benefit • BD 401(k) Plan • BD Deferred Compensation and Restoration Plan • 529 College Savings Plan • Financial counseling • Baxter Credit Union (BCU) • Daily Pay • College financial aid and application guidance • Life Balance Programs • Paid time off (PTO), including all required State leaves • Educational assistance/tuition reimbursement • MetLife Legal Plan • Group auto and home insurance • Pet insurance • Commuter benefits • Discounts on products and services • Academic Achievement Scholarship • Service Recognition Awards • Employer matching donation • Workplace accommodations • Adoption assistance • Backup day care and eldercare • Support for neurodivergent adults, children, and caregivers • Caregiving assistance for elderly and special needs individuals • Employee Assistance Program (EAP) • Paid Parental Leave • Support for fertility, birthing, postpartum, and age-related hormonal changes • Bereavement leaves • Military leave • Personal leave • Family and Medical Leave (FML) • Jury and Witness Duty Leave