Job Title
Service Account Manager - Mumbai
Job title:
The Service Account Manager will be responsible for managing and nurturing long-term relationships with assigned clients. This role ensures the delivery of high-quality services, drives customer satisfaction, identifies opportunities for account growth, and serves as the main point of contact for all service-related matters.
Our role:
- Collaborates closely with marketing, services, and supply chain teams to create optimal offers for key accounts, ensuring all aspects of the proposal align with customer requirements and company objectives.
- Creates and executes comprehensive annual customer account plans with support from commercial management, setting clear targets and strategic actions to drive sustained business growth.
- Presents and thoroughly explains the product portfolio to customers, supporting promotional activities and ensuring a comprehensive understanding of product benefits and features.
- Implements targeted action programs for key accounts, working collaboratively to enhance the performance of the company and achieve defined sales targets.
- Ensures full compliance with Philips' business processes, quality standards, and regulatory requirements, maintaining the highest levels of business integrity and conduct, which safeguards the company's reputation.
- Executes the day-to-day operational activities pertaining to improved customer experience, ensuring meticulous attention to detail in overseeing all aspects, working under direct supervision.
- Conducts in-depth analysis of customer feedback and visit data, leveraging sophisticated analytics to extract actionable insights that inform strategic decisions and drive continuous enhancement of the customer experience.
- Ensures an unparalleled level of customer experience during customer visits, meticulously orchestrating every touchpoint to exceed customer expectations and foster long-lasting brand affinity.
- Improves customer engagement and experiences by curating and executing innovative initiatives, fostering emotional connections and brand loyalty among visitors.
- Helps to conduct executive briefings for customer prospects and executives, focusing on industry-specific outcomes and the strategic impact of Philips’ solutions to address unique challenges and objectives.
- Handles the intricate network of operations, infrastructure, budget, and logistics of the customer experience with precision, ensuring every aspect is finely tuned to deliver a flawless customer journey.
- Participates in improvement initiatives, fostering a culture of innovation and excellence while driving tangible enhancements in operational efficiency and service delivery.
- Documents and codifies all processes, procedures, and best practices related to customer visits, ensuring a standardized approach that upholds Philips' commitment to excellence across all touchpoints.
Key Performance Indicators
- Revenue / OIT (Growth) / CSG
- IGM
- Contract Penetration
- Ontime contract renewal (OTCR)
- AR
- NPS+
- Upgrades & Solution Business
- Customer Socket Retention
- Year over year growth
- Reoccurring revenues
- Account P&L, revenue and margin
You're the right fit if:
- Bachelor’s degree in IT, Engineering, or a related field.
- 5+ years of experience in Account Management, Service Delivery, or Customer Success roles.
- Prior experience managing enterprise or key accounts is preferred.
- Experience working within the medical industry.
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.Indicate if this role is an office/field/onsite 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.
