Associate Customer Success Executive

Job not on LinkedIn

🔥 0 minutes ago

🌵 Arizona, California, +2 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote 🤠 Texas – Remote ☕ Washington – 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.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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 customer 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 • Manage the ADx-wide customer feedback loop • Drive assigned Director-level-and-above customer relationships from contract signature through the full customer lifecycle • Establish trusted strategic-advisor relationships with assigned customers • Proactively manage customer and internal escalation pathways • Optimize customer journey touchpoints and interactions with Waters • Identify new opportunities and facilitate process and data improvement initiatives with Healthcare Consultants, Application Specialists, IT consultants, and Marketing • Align customer and Waters long-term strategies and assist customers with long-term strategy design • Advocate for customer needs and issues across Waters to improve solutions • Seek cross-sell and upsell opportunities, maintain and increase renewal rates, increase revenue, and reduce churn • Improve product adoption, customer satisfaction, and customer health scores with customer leadership functions • Drive new business growth through customer advocacy • Define operational customer-success metrics and ensure systems track them • Establish metric review cadences and expose relevant metrics to the executive team • Increase customer satisfaction across defined customer touchpoints and interactions with Waters

🎯 Requirements

• Minimum bachelor’s degree required in Business Management, Marketing, or similar focus • Clinical laboratory experience desired, such as Medical Technologist or Lab Manager • 7+ years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention required in a large-scale business • Experience navigating heavily matrixed environments and working cross-functionally • Ability to manage influence through persuasion, negotiation, and consensus building • Ideally, combined post-sale and sales experience • Strong empathy for customers and passion for revenue and growth • Deep understanding of value drivers in recurring-revenue business models • Analytical and process-oriented approach • Critical-thinking ability • Excellent communication and presentation skills • Desire for continuous learning and improvement • Ability to operate effectively in ambiguous situations • Ability to build relationships with key collaborators • Enthusiastic and creative leadership ability • Preferred experience providing valuable automation services with executive-level impact • Good understanding of hospital and laboratory informatics systems • Preferably previous healthcare customer experience • Sophisticated negotiation and conflict-resolution skills • Willingness and ability to travel over 50%

🏖️ Benefits

• Compensation range of $104,700–$167,500 • Flexible workplace arrangements for remote or field-based positions • Opportunities to learn, grow, and thrive • Culture supporting face-to-face collaboration, learning, progress, and success • Equal opportunity employer • Workplace accommodations considered pursuant to applicable law