Customer Success Executive, East Coast

About the role

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 important 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.

The applicant must reside in NJ, NY, or PA.

• 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, customer optimization and customer retention.
• Promote and drive an ease of doing business to ensure growth and continued partnership.
• Track and ensure utilization of all contractual entitlements
• Ensure software upgrades are current (not more than one version behind) and that key strategic documents are established, updated, and completed
• Responsible for remediation planning, including customer-facing contact, for ensuring successful completion and a positive customer experience
• Medical management software (MMS) point of contact for customers, including compliance and escalations.
• Develop Vice President and Director level relationships at assigned IDNs, performing bi-annual roadmap and business review meetings and engaging BD’s key account leadership as needed
• Increase overall customer Net Promoter Scores (NPS) across assigned health systems.

You have excellent customer interaction skills and a proven ability to manage executives at all levels. You bring a strong track record of working effectively with clients of all sizes. You consistently drive continuous value from products while maintaining impeccable written and verbal communication. You are highly detail-oriented and analytical, and thrive in fast-paced, multi-tasking environments. You are a self-starter and strong team player, you take initiative and deliver results without needing external motivation

Education and experience required:

• Bachelor's degree
• At least 8 years experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention required in a large-scale business
• Proficient in Office software
• Valid driver's license and meet BD's auto safety standards
• Must reside in NJ, NY, or PA.
• Ability to travel over 50% (field based role)

Education and experience preferred:

• Sales or post-sales experience
• Demonstrated understanding of hospital systems’ operations and decision making strongly preferred
• Experience with Salesforce or other  platforms
• Prior experience in selling value added services at the executive level

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

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.

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…