Job Description

Job Title : Customer Success Executive

Company : BD (Becton Dickinson and Company)

Location : 7 Loveton Cir Sparks MD 21152 (Fully Remote)

Job Type : Fulltime

Industry Type : Medical Technology

Job Description :
BD a global leader in medical technology is seeking a Customer Success Executive to manage postsale customer relationships for an assigned set of products and accounts. The role involves fostering balanced longterm relationships with customers optimizing their experience through BD solutions and driving growth by increasing customer satisfaction product adoption and retention.

Key Responsibilities :

• Manage the customer relationship lifecycle from contract signature through the entire customer journey.
• Serve as a trusted advisor for assigned customers proactively addressing their needs.
• Collaborate with internal teams (Sales Service IT Marketing R&D) to ensure customer satisfaction and resolve escalations.
• Identify opportunities to crosssell upsell and increase contract renewals.
• Measure and track customer success metrics ensuring BDs solutions align with customer goals and longterm strategy.
• Advocate for customer needs internally to improve BD products and services.
• Travel >50% of the time to engage with customers and promote BD solutions.

Qualifications :

• Minimum: Bachelors degree in Business Management Marketing or related field.
• Desired: Clinical laboratory experience (e.g. Medical Technologist Lab Manager).
• 7 years of experience in Customer Success or equivalent with a proven track record in customer satisfaction adoption and retention in largescale businesses.
• Strong communication negotiation and conflict resolution skills.
• Experience working in a matrixed environment and crossfunctional collaboration.
• Previous healthcare customer experience is a plus.
• Ability to operate effectively in ambiguous situations and build strong relationships.

Preferred Skills :

• Experience in postsale and sales combined roles.
• Knowledge of hospital and lab informatics systems.
• Experience delivering automation services at the Executive level.

Additional Information :

• This is a fully remote position.
• Travel is required (over 50%).
• BD requires proof of COVID19 vaccination for certain roles.

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