Customer Lifetime Success Manager

7 months ago

Johannesburg, South Africa Philips Full time

**Job Title**: Customer Lifetime Success Manager (IGT) META

**In this role, you have the opportunity to make life better**

Looking at the challenges today the world is facing Philips’ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

**You are responsible for**:

- Creating the zone Customer Lifetime Value (CLV) strategy and executing the same in the zone.
- Achieving the business targets for the CLV business for the assigned modality.
- Creating new programs for profitable business growth and deploying the same in the zone.
- Working closely with all the districts and partners, deploying targets, and enabling them to achieve the same.
- Upstream engagement with the Image Guided Therapy (IGT) business units to provide insights on the zone customer dynamics and needs and collaborate with them to create the right portfolio/programs befitting our market requirements.
- Downstream engagements with the modality sales and district account teams and channel partners to drive the CLV business successfully.
- Driving customer success on the Customer Lifetime Value (CLV) portfolio and products, driving overall business by providing clinical and technical product (modality) expertise on IGT business.
- Driving business opportunities along the customer life cycle, and build strong customer installed base segmentation and customer life cycle management plans together with the regional CLV leader (Growth, Strategy co-creation, and Commercial Execution of CLV Business)
- Driving lifecycle business across Equipment and Service on enterprise-wide level for IGT business and work directly with customers promoting Options, add-ons & upgrades to convert opportunities to sales for growing CLV revenue.
- Providing clinical expertise through sales presentations, product/solutions demonstrations, and trial of company products, solutions, and services.
- Conducting customer trainings on clinical procedures and protocols, new releases, and upgrades to achieve the optimal usage of systems and focus on _try and buy_ delivery to transform opportunity.
- Supporting Account Managers in driving overall business and product deal support by providing clinical and technical product (modality) expertise on the product / modality across the accounts to manage opportunities and win deals.
- Registration and reporting of sales activities within the provided sales tools (SFDC) and according to the defined reporting requirements. Communicating and updating all customer facing team members who contact the same IB Account. Developing and managing a healthy and predictable sales funnel in SFDC that meets or exceeds AOP / Forecast Targets and forecast accuracy expectations.
- Creating proactive touch points to customers, utilizing multiple channels including regular customer visits as well as be responsible for the timely response to converting leads to order by developing opportunities.
- Work closely with Philips capital team in creating finance programs and also with marketing teams in creating marketing contents to communicate our value propositions.

**You are a part of**
Commercial Services Team and report directly into the Commercial Services Leader META

**To succeed in this role, you’ll need a customer-first attitude and the following**
- Bachelor’s degree in the technical or medical field
- At least 7 years of related experience in the business/sales/marketing field on the healthcare business with experience/exposure in IGT/DXR/CT modalities clinical sales/marketing
- Experience in multinational organization with cross functional teams
- Medical/clinical background is a must have
- Regional experience in Middle East, Turkey and Africa Region is an added value
- Structured and logical thinking
- Customer Life time value awareness
- IT savvy and quick to learn
- Willing to travel extensively within the region
- Excellent communication skills in English
- Fluency in Arabic would be an advantage

**In return, we offer you**
A path towards your most rewarding career. Succeeding in this role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person.

**How we work at Philips**
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart - which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home - for our hybrid roles.
Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way. Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, produ

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