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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.
Job Description Summary
Our Molecular Laboratory Automation Solutions are transforming the way laboratories operate. Our solutions improve time-to-result, reduce human processing errors, and enhance overall quality of care. We aim to complement these transformational Solutions with an equally impressive customer experience, creating yet another source of differentiation for BD in the marketplace.
The Customer Success Executive will be responsible for the overall health of the post-sale customer relationship for an assigned set of products and accounts. The key objective of the role is to foster a balanced relationship and ensuring an excellent customer experience that benefits the customer by (1) prioritizing the customer in all that we do as a collaborative business unit (2) maximize customer value derived from our solutions while striving to elevate their overall experience.
**This position is fully remote**
Responsibilities:
The position is responsible for establishing, maintaining, and enhancing customer experience while supporting their strategic goals through BD products, services, and intellectual capital.
Inspire Customer Success Across Lab Automation
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
Define, Manage and Optimize Customer Experience through their Lifecycle
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
Drive & Measure Customer Success Outcomes
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. Influences future lifetime value through higher product adoption, customer satisfaction and overall health scores with Customer key Leadership functions (Lab Director, VP of Finance, VP of Supply Chain/Ops)
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
Qualifications
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 work 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
Be able 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%
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/careers
Becton, 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.
Primary Work LocationUSA MD - Sparks - 7 Loveton CircleAdditional LocationsWork Shift