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Philips Senior Manager - EDI Services & Solutions Clinical in Cambridge, Massachusetts

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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 with a sincerely held religious belief and/or disability impacting their ability to obtain the COVID vaccine can request a reasonable accommodation.

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.

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

provide people-management and/or strategic leadership and direction of employees and teams responsible for the delivery of professional services and solution delivery function within the market. The Professional Services Manager plays a critical role in managing all facets of professional services revenue management, customer onboarding, implementation/delivery, retention, growth, and expansion, including participating in the resolution of customer concerns and developing customer success strategies. The Professional Services Manager drives improvements to better the customer experience & increase productivity.

You are responsible for

  • Developing Professional Services &/or Solution Delivery employees and supporting their growth. This may include teams made of consultants, solution project managers, solution architects, technical account managers, clinical transformation managers, customer delivery managers, learning service delivery specialists, or any combination thereof.

  • Selects and evaluates market professional services & solution delivery personnel and other staff, as required

  • Work closely with account teams to help close/renew/grow business and grow professional services, services and solutions revenue

  • Manages escalations, when necessary, and ensures customer experience/loyalty recovery and other actions to resolve delivery-related issues

  • Identifies areas of professional services, solution & service delivery improvement

  • Continually seeks opportunities to increase customer satisfaction and deepen customer relationships and increase customer success

  • Understand local customers’ environments, local challenges and regulations and leverage this information to ensure overall customer success with our solutions, products and services

  • Collaborate with product & business/function teams to build technology & services to drive customer success, reduce cost of service and delivery, increase automation, decrease customer effort and enhance solutions

  • Direct the Professional Services, Customer Success, Delivery and/or Implementation practices and sub-functions to an agreed set of metrics, and help set the vision for its evolution

  • Set measurable goals, and expectations for team members and help them be successful

  • Provides professional service and solution delivery oversight to ensure all project management and/or delivery standard processes are followed

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

  • Bachelors degree in a position-relevant program (health science, business, or engineering) / Masters Preferred

  • 7 years of related experience. in domain or specialty

  • Driving and prioritizing solutions and programs in order for customers to achieve their business objectives

  • Developing or leading programs to increase solution adoption and product utilization within assigned customer base

  • Mentoring the development of senior staff

  • Building and maintaining strong relationships with peers and stakeholders.

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 innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it’s like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some 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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