Customer Lifetime Success Manager (IGT) META

Overview

Customer Lifetime Success Manager (IGT) META is responsible for leading the identification of complex up-sell and cross-sell opportunities, leveraging advanced data analysis and customer insights to drive significant revenue growth. The role manages the entire small expansion sales process, coordinating with Customer Delivery and key stakeholders. The role builds strong relationships with internal and external partners, acting as a trusted advisor to customers on strategic up-sell and cross-sell opportunities. The role collaborates with marketing and product teams, leading customer feedback analysis, maintaining detailed records, and monitoring industry trends.

Your Role

Being the knowledge expert on the Customer Lifetime Value (CLV) Program portfolio and products, driving overall business by providing clinical and technical product (modality) expertise on the Enterprise-wide product / modality across the accounts.

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 Life cycle business across Equipment and Service on enterprise-wide level (all modalities / businesses) and works directly with customers promoting Options, add-ons & upgrades to convert opportunities to sales for growing CLV revenue.

Building a network of key contacts (Sponsor & Power Sponsor – Decision Maker) and relationships within accounts to convert opportunities to sales supporting the customer buying journey.

Teaming up and supporting internal network working closely with Account Managers, Inside Sales Team, IB Manager, CLV Lead, Sales, Marketing & Sales Back Office teams (e.g., KAM, AM, CAS, FSE, CSAM and Indirect Channel managers, Distributor / Channel Partner teams, GBS etc) to manage opportunities and win deals.

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.

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.

Creating proactive touch points to customers, utilizing multiple channels such as social media, e-commerce and virtual meetings. Contacting customers via telephone and / or email to convert leads to order by developing opportunities.

Researching accounts to understand customer pains, use data analytics internal and external, identify key players and generate interest, as well as investigation & resolve customer queries / requests

Managing portfolio by setting objectives for each call to maximize territory business plans. Supporting the Account Managers and District Managers in achievement of business goals including balanced selling and BG / BIU AOP attainment and validating product forecasts.

Developing and managing a healthy and predictable sales funnel in SFDC that meets or exceeds AOP / Forecast Targets and forecast accuracy expectations

You are a part of

Commercial Services Team and report directly into the Service Business Leader META.

You are the right fit if;

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 clinical sales / marketing

Experience in multinational organization with cross functional teams

Medical / clinical background is a must

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 is preferred but not a must

Preferred Skills

• KPI Monitoring and Reporting
• Data Analysis & Interpretation
• Customer Response Management
• Strategy Development
• Stakeholder Management
• Continuous Improvement
• Service Operations
• Customer Relationship Management (CRM) Software
• Market Research & Analysis
• Sales Acumen
• Communication Tools

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

Onsite roles require full-time presence in the company’s facilities.

Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This role is a field role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won\'t stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

Learn more about our business. Discover our rich and exciting history. Learn more about our purpose.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.

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