Customer Success Executive

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. 

Job Description Summary 

Our Molecular Laboratory Automation Solutions are transforming the way laboratories operate. Our solutions improve time-to-result, reduce human processing errors, and enhance overall quality of care. We aim to complement these transformational Solutions with an equally impressive customer experience, creating yet another source of differentiation for BD in the marketplace. 
 
The Customer Success Executive will be responsible for the overall health of the post-sale customer relationship for an assigned set of products and accounts. The key objective of the role is to foster a balanced relationship and ensuring an excellent customer experience that benefits the customer by (1) prioritizing the customer in all that we do as a collaborative business unit (2) maximize customer value derived from our solutions while striving to elevate their overall experience. 

**This position is fully remote** 

Responsibilities: 

The position is responsible for establishing, maintaining, and enhancing customer experience while supporting their strategic goals through BD products, services, and intellectual capital. 

Inspire Customer Success Across Lab Automation 

• Creates and drives a US Region and IDS-wide culture of Customer Success 

• Aligns activities with internal teams (i.e., Service regarding existing clients, R&D regarding product roadmap, Sales regarding cross/up sell and retention, Finance & Marketing Operations regarding metrics & forecasting, Regional VP leadership teams) 

• Is accountable for our IDS-wide customer feedback loop 

Define, Manage and Optimize Customer Experience through their Lifecycle 

• Drives assigned customer relationship (Director level and up) from the time of contract signature through the full customer lifecycle.  

• Establishes a trusted/strategic advisor relationship with each assigned customer 

• Pro-actively handles both the customer’s and internal BD escalation pathways. 

• Is accountable for optimizing defined customer journey touchpoints and interactions with BD for assigned customers 

• Works closely with our Healthcare Consultants, Application Specialists, IT consultants and Marketing to identify new opportunities and facilitate process and data improvement initiatives 

• Drives alignment between the customer’s and BD’s long-term strategies and assists customer in long-term strategy design 

Drive & Measure Customer Success Outcomes  

• Advocates for customer needs and issues across BD to improve BD solutions 

• Seeks opportunities to cross-/up-sell products, maintain and increase contract renewal rates to produce increased revenue and reduce churn.  Influences future lifetime value through higher product adoption, customer satisfaction and overall health scores with Customer key Leadership functions (Lab Director, VP of Finance, VP of Supply Chain/Ops) 

• Drives new business growth through fostering of customer advocacy for BD solutions to prospective customers 

• Defines operational metrics for customer success; ensure there are adequate systems for tracking metrics; create cadence for review with the team and external partners; expose subset of metrics to executive team, as needed. 

• Increases overall customer satisfaction scores for defined customer touchpoints and interactions with BD IDS as an organization 

Qualifications 

• Minimum bachelor’s degree Required, Business Management, Marketing, or similar focus 

• Clinical laboratory experience desired (i.e., Medical Technologist, Lab Manager) 

• 7+ years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention required in a large-scale business (e.g., 1,000+ employees, $1B+ revenue) 

• Experience optimally navigating in heavily matrixed environment and work cross functionally. 

• Demonstrated ability to manage influence through persuasion, negotiation, and consensus building 

• Ideally combined background of post-sale and sales experience 

• Strong empathy for customers and passion for revenue and growth with a deep understanding of value drivers in recurring revenue business models 

• Analytical and process-oriented approach; demonstrated ability for critical thinking; excellent communication and presentation skills; demonstrated desire for continuous learning and improvement 

• Be able operate effectively in ambiguous situations 

• Builds relationships with key collaborators 

• Enthusiastic and creative leader with the ability to inspire others 

• Preferred experience in providing valuable automation services with impact at Executive level a plus. 

• Good understanding of hospital and lab informatics systems 

• Preferably previous Healthcare customer experience 

• Sophisticated negotiation and conflict resolution skills 

• Willing and able to travel over >50% 

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.