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.

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 transformative 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.

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.

• Tracking and ensuring utilization of all contractual entitlements annually, such as SMS, ISMS, Trifecta, HealthSight, and Interop/IT Assessment

• Ensuring software upgrades are current (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 GCS initiated, internal documents and education plan completed.

• Responsible for remediation planning, when applicable, including customer-facing contact, GCS 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 TSC case monitoring and escalation.

• Developing Vice President and Director level relationships at assigned IDNs, performing bi-annual roadmap and business review meetings and engaging BD’s key account leadership (GCS, 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.

• Customers supported in this role include: Veteran Affairs, Defense Health Agency, Indian Health Services, Federal Bureau of Prisons

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%; to include possible International travel

• Position is Field -Based, supporting areas all across the United States.

This position is eligible for the SkillBridge Program

Overview:

The BD SkillBridge Fellowship Program provides opportunities for transitioning service members to gain valuable civilian work experience through an individual Fellowships during their last 6 months of service, for up to 180 days.

The SkillBridge Fellow will experience:

• Mentoring and Development – Career mentorship and access to our Veteran Associate Resource Group

• Diversity – opportunity to collaborate with cross-functional teams and customers.

• Business Impact – participate in meaningful projects that add business value across BD.

• Gain Medical Technology (MEDTECH) industry and technical experience.

SkillBridge participants are not eligible for compensation or benefits from BD, as they continue to receive military compensation and benefits as active-duty service members. After successful completion of the program, there may be an opportunity to be considered for a full-time position, depending on business needs. On acceptance into the program the SkillBridge Fellowship Program Management staff (consisting of mostly all veterans) will provide guidance, mentorship, and work closely with the Fellow for integration into the BD culture.

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.

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 (https://jobs.bd.com/benefits) .

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

$134,500.00 - $221,900.00

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.