National Customer Success Executive

Job Description Summary

The Customer Success Executive (CSE) will be responsible for ensuring the overall success and value delivery of our Medication Management Solutions (MMS) at our largest and most strategic customers. This role orchestrates cross-functional programs and resources that deliver customer value and satisfaction and enables transformational customer outcomes. By developing meaningful relationships with C-Suite executives and functional leaders, this role serves as a trusted advisor and partner to our customers. The CSE will successfully promote long-term adoption of MMS technologies by helping the customer optimize the utilization of the solutions they purchase and demonstrate realized returns on investment.

Broad Scope & Purpose:

The Customer Success Executive (CSE) will be responsible for ensuring the overall success and value delivery of our Medication Management Solutions at our largest and most strategic customers. This role orchestrates cross-functional programs and resources that deliver customer value and satisfaction and enables transformational customer outcomes. By developing meaningful relationships with C-Suite executives and functional leaders, this role serves as a trusted advisor and partner to our customers. The CSE will successfully promote long-term adoption of MMS technologies by helping the customer optimize the utilization of the solutions they purchase and demonstrate realized returns on investment.

Key Responsibilities:

• Establish a trusted/strategic advisor relationship with Pharmacy, Nursing, IT, and Procurement leadership.
• Partner with our customers for the entire sales life cycle; identify strategies to drive customer success, including process and data improvement initiatives to promote adoption, optimization, and customer retention and customer value realization.
• Tracking and ensuring utilization of all contractual entitlements annually, such as SMS, ISMS, Trifecta, HealthSight, and Interop/IT Assessment.
• Supporting software and product upgrades to align strategically with the customer roadmap (not more than one version behind) and that key strategic documents are established and updated, including current state device and IT diagram, upgrade roadmap, customer value proposition and follow-up value confirmation, engagement with Solutions Deployment initiated, internal documents and education plan completed.
• Responsible for remediation planning, when applicable, including customer-facing contact, Solution Deployment alignment and engagement, and accountability for ensuring successful completion and a positive customer experience.
• MMS point of contact for customer feedback, support, concerns, or questions, providing a warm handoff to responsible parties, as applicable. This also includes monitoring PM compliance and Customer Support Center case monitoring and escalation.
• Developing Vice President and Director level relationships at assigned IDNs, performing bi-annual roadmap and quarterly customer value review meetings and engaging BD’s key account leadership (Solution Deployment, Customer Support Center, Marketing, Sales, others as appropriate).
• Increase overall customer Net Promoter Scores (NPS) across assigned health systems.
• Promote and drive an ease of doing business to ensure growth and continued partnership.

Skills and Competencies:

• Excellent customer interaction skills.
• Ability to effectively manage executives at all levels.
• Familiarity working with clients of all sizes.
• Advanced negotiation and conflict resolution skills.
• Shown ability to drive continuous value of product(s).
• Impeccable written and verbal communication skills.
• Detail oriented and analytical.
• Strong team player but still a self-starter, no one needs to push you to excel.
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
• Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
• Ability to influence without authority and operate effectively in ambiguous situations.

Experience and Education:

• Bachelor's degree or equivalent.
• 8-10 years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention required in a large-scale business.
• Sales or post-sales experience strongly preferred.
• Demonstrated understanding of hospital systems’ operations and decision making strongly preferred.
• Proficient in Office software.
• Experience with Salesforce or other Force.com platforms strongly preferred.
• Prior experience in selling value added services at the executive level a plus.
• Must maintain a valid driver's license and meet BD's auto safety standards.
• Ability to travel over 50%.
• Position is Field-Based, Territory within the Central Time Zone United States; the ideal candidate would reside in Texas.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry.

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.