Job Description Summary

The Care Continuum Customer Success Manager is responsible for establishing, maintaining and enhancing customer experience through effective support of customer strategic goals with BD Care Continuum products and services. The ideal candidate will be a results-oriented individual who thrives in a fast-paced environment, enjoys working on multiple projects and is extremely detail oriented. Timely customer communication, data analysis, problem solving, project management, technology application, consultation, and the ability to work effectively with other MedBank and partner teams is essential. Collection, interpretation, and utilization of metrics specific to customer satisfaction, team utilization/efficiencies, incident and problem management are key deliverables. Expertise with operational business metrics, project management and training initiatives will also be critical to success. Home-based position with travel.

Job Description

We are the makers of possible

BD 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 ground-breaking 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.

Responsibilities

The overall responsibilities of the Customer Success Manager include:

• Ensure customer satisfaction, adoption, success and growth by fostering a balanced relationship that benefits both BD and the customer with the goal to improve the value a customer gets from our solutions, maintaining reference-ability.

• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.

• Manage enterprise level customer critical issues with timely resolution and communication across all key partner groups

• Act as Customer Advocate and represent the voice of the customer to BD teams

• Development and management of effective practices, tools and standards for communicating information to teams, peers, executive leadership, and customers

• Establish strong collaborative relationships at all levels within BD, customer and prospect facilities

• Support strategic direction of BD Medication Management Systems (MMS) and provide leadership to the Care Continuum Customer Success organization

• Drive collaboration with Sales to support processes including pre-sales, contract / quote support, Quarterly Business Reviews, etc.

• Monitor and control expenses in alignment with budget

• Responsible for customer engagement, customer satisfaction and managing critical issues as assigned

• Perform select account management functions for assigned customers

• Support a strong team environment, culture of partnership, collaboration, continuous improvement and customer excellence

• Maintain strong industry and product knowledge

• Manage time and resources effectively to meet company objectives

Skills, Duties and Tasks particular to the job:

To meet the expectations of this role, the candidate must be able to demonstrate:

• Understanding of customer medication management workflow and ability to contribute / consult on best use of BD products

• Experience managing the unique customer challenges in the non-acute (LTC, ASC) space

• Ability to manage complex and multi-faceted customer issues and relationships

• Ability to absorb strategic product roadmap and articulate high level vision with customer partners

• Ability to proactively identify and mitigate risk

• Critical Thinking - interprets internal / external business issues / interdependencies and adapts work priorities in own area

• Change Leadership - Embraces culture of change and leads by example

• Results Orientation – leads team to achieve established goals in an effective manner

• Personal courage - takes appropriate risks and makes decisions maintains responsibility for outcomes

• Expertise in building and operationalizing processes and tools to meet the needs of the organization

Required Soft Skills:

The candidate should exhibit competency in the following set of soft skills:

• Negotiation skills

• Effective interpersonal skills

• Team leadership

• Ability to work in matrixed and virtual environments

• Effective, professional customer communications (both verbal and written) including at executive level

• Decision making skills

• Building and leading effective remote teams

• Conflict resolution

Qualifications:

• Bachelor's degree required or equivalent experience

• Experience in a previous customer success position required

• Demonstrated ability to lead in a matrixed environment

• Specific knowledge of BD Medical Systems business or products highly desired

• Prefer knowledge of hospital systems and procedures that integrate with BD products

• Driving requirements dictate that the candidate possess and maintain a valid driver license and be at least 21 years old

• Home based position with travel. Travel may range from 25 - 50%, overnight travel.

• Position requires flexible working hours, including some nights and weekends. Ability to work independently from home office

• Upon hire, must provide proof of, and maintain current immunizations and obtain additional immunizations appropriate for the facility which enables access to customer sites in order to perform crucial job functions. Proofs must include: Hepatitis B, Influenza (current year), MMR (mumps, measles, rubella), Varicella (chicken pox) Annual TB/PPD (skin test), Tetanus/Diphtheria/Pertussis, COVID-19

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.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. And through the organization’s investment in BD University, you will continually level up your tech skills and expertise.

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.

PDN

Primary Work Location

USA CA - San Diego Bldg A&B

Additional Locations

Work Shift

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary offered to a successful candidate is based on experience, education, skills, and actual work location. Salary ranges may vary for Field-based and Remote roles.

Salary Range Information

$104,900.00 - $173,000.00