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Job Description SummaryJob DescriptionWe are the makers of possibleBD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.Position SummaryUnder the direction of the Senior Manager, Professional Services Management, the Customer Success Manager (CSM) is responsible for the ongoing success of and partnership with our existing customer base as well as establishing contact with new clients, developing confirmation of automation adoption, and taking ownership of overall customer experience. This position orchestrates cross-functional programs and resources that deliver customer value, satisfaction, and enables transformational customer outcomes. The CSM will serve as the internal champion for accounts, to ensure the highest levels of retention and opportunity development are realized. The CSM will develop qualified references within the client segment. Key to success in this position is the ability to develop and maintain strong relationships with accounts from installation acceptance through the remaining product lifecycle while generating organic growth opportunities. This is a customer-facing position that may require 15% to 30% overnight travel.Duties and Responsibilities
Identify and complete business strategies that contribute to the success of the key metrics of the position - retention, renewals, reference ability, utilization/adoption, contractual compliance, and opportunities for expansion.
Develop and maintain strong relationships within account base to ensure maximum satisfaction and retention levels.
Partner with customers for the entire post-sales lifecycle; identify strategies to drive customer success, including process and data improvement initiatives to promote adoption, optimization, and customer retention.
Responsible for remediation planning and facilitating, when applicable, including customer facing contact and engagement. Interact with other internal departments as needed to achieve resolution of customer issues.
Identify and implement process improvements, documents, tools, and reports to benefit team and account base.
Keep current, all work activity and associated revenue via logged activities in Salesforce (SFDC).
Prepare and present Business Reviews for Key Accounts as advised by management.
Participate on cross-functional teams to analyze accounts and look for trends or commonalities. Ensure the best interests of both clients and Parata are being fairly and objectively represented.
Provide the customer a sense of urgency and ownership to issues while balancing internal support relationships.
Establish, run and re-set proper automation, company, and process expectations throughout the customer lifecycle.
Other duties/special projects as assigned.
Experience and Educational Requirements
Bachelor’s degree plus 3-4 years of professional sales, marketing, or account management experience or equivalent combination of education and/or experience
Prefer individual with 2-3 years of pharmacy automation experience
Possess basic technical knowledge of pharmacy automation, network protocols, and Windows-based applications.
Project Management tracking software experience such as Saleforce and Smartsheet preferred
Knowledge, skills and abilities
Must possess exceptional, professional verbal and written communication skills
High level of ambition and goal-orientation
Must have advanced interpersonal skills, be dependable and outgoing
Requires proven competency in problem solving, overcoming objections and driving to results
Must be comfortable speaking to varying levels of stakeholders, ranging from C-Level executives to Pharmacy staff
Must exhibit proficiency in PC-based software programs, particularly PowerPoint, Excel, Project and Word
Documented track record of exceeding business objectives
Solid account development abilities
Ability to thrive in a high energy, metrics-driven environment
COMPETENCIES
Accountability / Results Driven
Professional / Personal Excellence
Negotiation
Commanding Presence
Exceptional presentation and delivery skills
Tenacity
Team Player
Problem Solving
Self-Confidence
Adaptability
Customer Focus
For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.Why Join Us?A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.To learn more about BD visit https://bd.com/careersBecton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.PDNPrimary Work LocationUSA NC - Durham - Roche DriveAdditional LocationsWork ShiftBecton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
