Associate Customer Success Executive

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Requirements:

• Minimum bachelor’s degree required, preferably in Business Management, Marketing, or similar focus.
• Clinical laboratory experience desired (e.g., Medical Technologist, Lab Manager).
• 7+ years of experience in Customer Success or a history of increasing customer satisfaction, adoption, and retention in large-scale businesses.
• Experience in navigating heavily matrixed environments and working cross-functionally.
• Skill in managing influence through persuasion, negotiation, and consensus building.
• Ideal background in post-sale and sales experience.
• Strong empathy for customers with a passion for revenue and growth; understanding of value drivers in recurring revenue models.
• Analytical, process-oriented; critical thinking skills.
• Excellent communication and presentation skills.
• Desire for continuous learning and improvement; able to operate effectively in ambiguous situations.
• Relationship-building skills, enthusiasm, and creativity to inspire others.
• Preferred experience in providing automation services to executives.
• Understanding of hospital and lab informatics systems.
• Healthcare customer experience is a plus.
• Sophisticated negotiation and conflict resolution skills.
• Willingness to travel over 50%.

Responsibilities:

• Establish, maintain, and enhance customer experience supporting their strategic goals through BD products, services, and intellectual capital.
• Create and drive a culture of Customer Success across US Region and IDS.
• Align activities with internal teams including Service, R&D, Sales, and Marketing.
• Manage customer relationships from contract signature through full customer lifecycle.
• Establish trusted advisor relationships with assigned customers.
• Handle escalations and optimize defined customer journey touchpoints.
• Identify new opportunities in collaboration with Healthcare Consultants and other teams.
• Align customer and BD long-term strategies.
• Advocate for customer needs across BD to improve solutions.
• Drive cross-/up-sell opportunities to enhance revenue and customer satisfaction.
• Define operational metrics for customer success and oversee tracking.