Customer Services Account Manager – Providence Health (Seattle, WA)

Job Title
Customer Services Account Manager – Providence Health (Seattle, WA)

Job Description

Effective Tuesday, January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips. Employees may request a reasonable accommodation.

Montana employees are currently excluded from this requirement at this time.

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common: An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to make life better

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So, whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

As a Customer Service Account Manager support Providence Health (Seattle, WA) where you will WOW our customers by using your strong technical skills in providing the best in class customer service! As part of the Services & Solutions Delivery organization you will contribute to providing the right data, context, and approach which will change the way we do business and make a difference for our customers.

Position Summary:

This onsite Customer Services Account Manager is the account expert responsible for all phases of service communications related to the existing contract commitment, as well as offerings being developed and sold for assigned account(s) (to include support agreements, consulting offerings, Software Maintenance Agreements, etc.). This role is responsible for maintaining the Services relationship at all levels within the account to include interactions with hospital executives, Physicians, Clinicians, and administrative staff. The Customer Services Account Manager manages cross-functionally related to all activities, relationship, and communications between the customer and Philips for satisfactory delivery of service (Imaging Services, Ultrasound, Connected Care Solutions, etc.), installations, and resolution of issues. In addition, this position works to manage risks and identify growth opportunities (e.g. install base, multi-vendor, IS, Connected Care, Ultrasound) by supporting warranty conversions, assisting with contract renewals, and identifying new opportunities to sell Philips solutions within the account.

Responsibilities:-

• Act as the One Philips, multi-modality (Imaging Systems, Ultrasound, Connected Care) primary point of contact to the customer for Philips service delivery at assigned account(s).

• Manage communications and flow of information; represent Philips across customer departments and organizational levels on a wide range of Philips initiatives and issues

• Displays cultural and political sensitivity as well as the ability to analyze complex situations in order to determine the influences and outcomes of individual decisions and the perception of the ongoing relationship held by the customer.

• Drive timely identification and resolution of customer issues by utilizing technical support and escalation processes; responsible for keeping internal and external stakeholders involved and informed.

• Coordinate, facilitate, and participate in service, sales, project, and contract meetings, and site visits.

• Engage in regular, cross-functional, customer meetings to pro-actively review service delivery, and strategize opportunities for new or improved product and service solutions to meet future customer needs.

• Effectively manage commitments and expectations of both Philips and the customer to ensure customer satisfaction as defined by the business and customer.

• Maintain high quality oral and written communications with internal and external customers

• Define and document best practices for the Customer Services Account Manager role to support future business needs

OPERATIONS

• Drive compliance, efficiency, effectiveness, productivity, and profitability at assigned account(s).

• Coordinate with District Service Manager(s) to assist in identifying equipment training needs for FSEs assigned to the account based on the customer’s installed base.

• Adhere to Company, State, and Federal policies, procedures, regulations, and requirements.

BUSINESS RESULTS

• Manage and support all operational aspects of Philips service at assigned account. Communicate and coordinate with appropriate internal functions for support.

• Understand and ensure service delivery to contract entitlements, obtaining purchase orders as necessary.

• Assist Product Sales and Service Sales in developing strategies for new business opportunities for the assigned account.

• Support Life Solutions and Value Added Services engagement and participation for assigned customers.

• Partner with Philips financial resources and the customer to facilitate resolution of billing or other outstanding financial concerns.

TEAMWORK

• Serve as an informal leader to the service team, providing guidance and feedback and fostering a teamwork environment.

• Influence peers and non-team members to meet and exceed customer expectations while promoting Philips Healthcare.

• Prepare schedules with service team to meet service delivery commitments and requirements.

• Participate in CCT meetings to share customer commitments made on behalf of Philips, raise awareness of account issues and gather account feedback from field engineers to share with the customer.

• Partner with the Sales Account Executive, Accounts Managers, and District Service Managers to ensure customer objectives and Philips’ objectives are mutually achieved.

Your Team:

This particular position will work within the Services & Solutions Delivery organization across all modalities. As hospital environments become more integrated the service organization is looking to expand its ability to install and support complex accounts as well and consult with customers on high end integrations.

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

• Associates Degree required, Bachelor’s Degree in related field preferred

• At least 5+ years related work experience in healthcare industry or customer service preferred

• Demonstrated experience in successful relationship management with individuals of various backgrounds and organizational levels

• Ability to collaborate and coordinate cross-functionally

• Excellent verbal, written and interpersonal communication skills

• Well-developed business, technical and functional acumen

• Effective customer service, problem solving and conflict resolution skills

• Effective time management skills with demonstrated ability to effectively manage and prioritize multiple assignments/tasks

• Ability to create and maintain project management documentation (MS Project or equivalent)

• Ability to collect, analyze, manage, and present data and information to all levels within the company and at customer sites

• Detail oriented

• Flexible work style and ability to adapt to customer requirements

• Advanced computer skills, including Microsoft Office, Word, PowerPoint, Excel, and Outlook

• Six Sigma or Lean knowledge a plus

• Working knowledge of the Hospital environment and workflows.

• Knowledge of Hospital Imaging and Monitoring Systems (modalities i.e. – XA, US, MR, CT, NM, PCMS etc.).

Physical Demands and Work Environment

• Some travel may be required

• May be required to be available 24 x 7 via phone

• Significant time spent in hospital environment; must be able to move about

• Frequent verbal and written communications

• Constantly operates a computer and other office productivity equipment (i.e. phone, projector)

Our Offer :

Sharpen your talents with new challenges in our dynamic organization. As a market-driven company, we’re used to listening to our customers & apply the same thinking to our employees.

We offer a competitive salary, outstanding benefits and flexibility in a career with a positive and supportive atmosphere in which to develop your talents further.

If you are interested in an array of development and growth opportunities to demonstrate your impact both personally and professionally, come create your legacy here…

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

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 contact 888-367-7223, option 5, for assistance.

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.

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

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