Associate Customer Success Executive- East
Becton Dickinson
Associate Customer Success Executive- East
Job Description
As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide.
We are the people who give possibilities purposeBD 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.
Job DescriptionResponsibilities:The position is responsible for establishing, maintaining, and enhancing customer experience while supporting their strategic goals through Waters products, services, and intellectual capital.Inspire Customer Success Across Lab AutomationCreates and drives a US Region and ADx-wide culture of Customer SuccessAligns 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 ADx-wide customer feedback loopDefine, Manage and Optimize Customer Experience through their LifecycleDrives 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 customerPro-actively handles both the customer’s and internal BD escalation pathways.Is accountable for optimizing defined customer journey touchpoints and interactions with Waters for assigned customersWorks closely with our Healthcare Consultants, Application Specialists, IT consultants and Marketing to identify new opportunities and facilitate process and data improvement initiativesDrives alignment between the customer’s and Waters’ long-term strategies and assists customer in long-term strategy designDrive & Measure Customer Success OutcomesAdvocates for customer needs and issues across Waters to improve Waters solutionsSeeks 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 Waters solutions to prospective customersDefines 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 Waters as an organizationQualificationsMinimum bachelor’s degree Required, Business Management, Marketing, or similar focusClinical 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 buildingIdeally combined background of post-sale and sales experienceStrong empathy for customers and passion for revenue and growth with a deep understanding of value drivers in recurring revenue business modelsAnalytical and process-oriented approach; demonstrated ability for critical thinking; excellent communication and presentation skills; demonstrated desire for continuous learning and improvementBe able operate effectively in ambiguous situationsBuilds relationships with key collaboratorsEnthusiastic and creative leader with the ability to inspire othersPreferred experience in providing valuable automation services with impact at Executive level a plus.Good understanding of hospital and lab informatics systemsPreferably previous Healthcare customer experienceSophisticated negotiation and conflict resolution skillsWilling and able to travel over >50%At Waters, 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.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.At BD, we are committed to supporting our associates’ well-being, development, and success through a performance-based culture. For this position, BD offers a competitive compensation package along with the following benefits specific to this role:Annual BonusPotential reimbursement of vehicle use/mileagePotential reimbursement of phone useHealth and Well-being Benefits Medical coverage Health Savings Accounts Flexible Spending Accounts Dental coverage Vision coverage Hospital Care Insurance Critical Illness Insurance Accidental Injury Insurance Life and AD&D insurance Short-term disability coverage Long-term disability insurance Long-term care with life insurance Other Well-being Resources Anxiety management program Wellness incentives Sleep improvement program Diabetes management program Virtual physical therapy Emotional/mental health support programs Weight management programs Gastrointestinal health program Substance use management program Musculoskeletal surgery, cancer treatment, and bariatric surgery benefit Retirement and Financial Well-being BD 401(k) Plan BD Deferred Compensation and Restoration Plan 529 College Savings Plan Financial counseling Baxter Credit Union (BCU) Daily Pay College financial aid and application guidance Life Balance Programs Paid time off (PTO), including all required State leaves Educational assistance/tuition reimbursement MetLife Legal Plan Group auto and home insurance Pet insurance Commuter benefits Discounts on products and services Academic Achievement Scholarship Service Recognition Awards Employer matching donation Workplace accommodations Other Life Balance Programs Adoption assistance Backup day care and eldercare Support for neurodivergent adults, children, and caregivers Caregiving assistance for elderly and special needs individuals Employee Assistance Program (EAP) Paid Parental Leave Support for fertility, birthing, postpartum, and age-related hormonal changes Leave Programs Bereavement leaves Military leave Personal leave Family and Medical Leave (FML) Jury and Witness Duty LeaveWhy 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 Compensation The expected compensation range for this role is $104,700- $167,500 Final compensation will be determined based on experience, skills, and geographic location.Why Join Us?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 healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive. We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success. To learn more about BD visit https://bd.com/careers.Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally protected characteristics.Required SkillsOptional Skills.Primary Work LocationUSA MD - Sparks - 7 Loveton CircleAdditional LocationsWork ShiftNA (United States of America)
Locations
- USA - New Jersey - FIELD
- USA - Ohio - FIELD
- USA - North Carolina - FIELD
- USA - New York - FIELD
- USA - Georgia - FIELD
- USA - Tennessee - FIELD
- USA - Florida - FIELD
- USA - South Carolina - FIELD
- USA - Pennsylvania - FIELD
Salary
104,700 - 167,500 USD / yearly
Skills Required
- Customer Successintermediate
Required Qualifications
- Minimum bachelor’s degree Required, Business Management, Marketing, or similar focus (degree in similar focus)
- Clinical laboratory experience desired (i.e., Medical Technologist, Lab Manager) (experience)
- 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, 7 years)
- Experience optimally navigating in heavily matrixed environment and work cross functionally. (experience)
- Demonstrated ability to manage influence through persuasion, negotiation, and consensus building (experience)
- Ideally combined background of post-sale and sales experience (experience)
- Strong empathy for customers and passion for revenue and growth with a deep understanding of value drivers in recurring revenue business models (experience)
- Analytical and process-oriented approach; demonstrated ability for critical thinking; excellent communication and presentation skills; demonstrated desire for continuous learning and improvement (experience)
- Be able operate effectively in ambiguous situations (experience)
- Builds relationships with key collaborators (experience)
- Enthusiastic and creative leader with the ability to inspire others (experience)
- Preferred experience in providing valuable automation services with impact at Executive level a plus. (experience)
- Good understanding of hospital and lab informatics systems (experience)
- Preferably previous Healthcare customer experience (experience)
- Sophisticated negotiation and conflict resolution skills (experience)
- Willing and able to travel over >50% (experience)
- Minimum bachelor’s degree Required, Business Management, Marketing, or similar focus (degree in similar focus)
- Clinical laboratory experience desired (i.e., Medical Technologist, Lab Manager) (experience)
- 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, 7 years)
- Experience optimally navigating in heavily matrixed environment and work cross functionally. (experience)
- Demonstrated ability to manage influence through persuasion, negotiation, and consensus building (experience)
- Ideally combined background of post-sale and sales experience (experience)
- Strong empathy for customers and passion for revenue and growth with a deep understanding of value drivers in recurring revenue business models (experience)
- Analytical and process-oriented approach; demonstrated ability for critical thinking; excellent communication and presentation skills; demonstrated desire for continuous learning and improvement (experience)
- Be able operate effectively in ambiguous situations (experience)
- Builds relationships with key collaborators (experience)
- Enthusiastic and creative leader with the ability to inspire others (experience)
- Preferred experience in providing valuable automation services with impact at Executive level a plus. (experience)
- Good understanding of hospital and lab informatics systems (experience)
- Preferably previous Healthcare customer experience (experience)
- Sophisticated negotiation and conflict resolution skills (experience)
- Willing and able to travel over >50% (experience)
- At Waters, 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. (experience)
- 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. (experience)
- At BD, we are committed to supporting our associates’ well-being, development, and success through a performance-based culture. For this position, BD offers a competitive compensation package along with the following benefits specific to this role: (experience)
- Potential reimbursement of vehicle use/mileage (experience)
- Potential reimbursement of phone use (experience)
- Educational assistance/tuition reimbursement (experience)
- MetLife Legal Plan (experience)
- Group auto and home insurance (experience)
Responsibilities
- The position is responsible for establishing, maintaining, and enhancing customer experience while supporting their strategic goals through Waters products, services, and intellectual capital.
- Inspire Customer Success Across Lab Automation
- Creates and drives a US Region and ADx-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 ADx-wide customer feedback loop
- Creates and drives a US Region and ADx-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 ADx-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 Waters 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 Waters’ long-term strategies and assists customer in long-term strategy design
- 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 Waters 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 Waters’ long-term strategies and assists customer in long-term strategy design
- Drive & Measure Customer Success Outcomes
- Advocates for customer needs and issues across Waters to improve Waters 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 Waters 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 Waters as an organization
- Advocates for customer needs and issues across Waters to improve Waters 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 Waters 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 Waters as an organization
Benefits
- general: Medical coverage
- general: Health Savings Accounts
- general: Flexible Spending Accounts
- general: Hospital Care Insurance
- general: Critical Illness Insurance
- general: Accidental Injury Insurance
- general: Life and AD&D insurance
- general: Short-term disability coverage
- general: Long-term disability insurance
- general: Long-term care with life insurance
- general: Other Well-being Resources
- general: Anxiety management program
- general: Wellness incentives
- general: Sleep improvement program
- general: Diabetes management program
- general: Virtual physical therapy
- general: Emotional/mental health support programs
- general: Weight management programs
- general: Gastrointestinal health program
- general: Substance use management program
- general: Musculoskeletal surgery, cancer treatment, and bariatric surgery benefit
- general: Retirement and Financial Well-being
- general: 529 College Savings Plan
- general: Financial counseling
- general: Baxter Credit Union (BCU)
- general: College financial aid and application guidance
- general: Life Balance Programs
- general: Discounts on products and services
- general: Academic Achievement Scholarship
- general: Service Recognition Awards
- general: Employer matching donation
- general: Workplace accommodations
- general: Other Life Balance Programs
- general: Adoption assistance
- general: Backup day care and eldercare
- general: Support for neurodivergent adults, children, and caregivers
- general: Caregiving assistance for elderly and special needs individuals
- general: Employee Assistance Program (EAP)
- general: Paid Parental Leave
- general: Support for fertility, birthing, postpartum, and age-related hormonal changes
- general: Bereavement leaves
- general: Family and Medical Leave (FML)
- general: Jury and Witness Duty Leave
- general: The expected compensation range for this role is $104,700- $167,500 Final compensation will be determined based on experience, skills, and geographic location.
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