Enterprise Service Program Manager – East Zone

Jobtailor; York (York County); On-site; USD 90,000 - 150,000; Full time

Job summary

Jobtailor is seeking an experienced Account Manager in healthcare to serve as the primary point of contact for corporate and customer/facility accounts. You will oversee partnerships with key stakeholders, drive governance and strategic reviews, and collaborate with sales, service, and delivery teams to shift from break-fix to solution-based delivery.

You will lead business reviews, analyze metrics, and push for operational performance while identifying growth opportunities within a multi-site

Qualifications

• 5+ years of customer-facing experience within healthcare.
• 5+ years’ experience and understanding of medical equipment.
• Proficiency creating and delivering presentations to key stakeholders and executive leaders.
• MS Office proficiency; Excel and PowerPoint skills are required.
• Experience facilitating tactical meetings.
• Data analysis and reporting proficiency (required).
• ITIL and/or Customer Success certification preferred.

Responsibilities

• Serve as the main corporate and customer/facility point of contact.
• Manage overall customer partnerships and relationships with key stakeholders.
• Establish and enforce governance between Philips and customers.
• Lead customer business reviews and communicate customer business plans to stakeholders.
• Partner with sales, service, and delivery teams to transition from break-fix operations to customer solutions.
• Promote compliance and operational performance using metrics and analytics.
• Drive accountability, productivity, effectiveness, and contractual obligation execution.
• Deploy the IDN service strategy to achieve customer outcomes and win clients.
• Manage multiple small, multi-site programs and coordinate project synergies.
• Monitor future work, program plans, resource focus, trends, scheduling challenges, and cross-project dependencies.
• Identify at-risk projects and escalate risks, issues, and impediments.
• Identify growth opportunities while managing risk across install base, multi-vendor, Hospital Patient Monitoring, IGT, and Ultrasound areas.
• Drive productivity and manage IDN business financial performance.
• Travel to customer locations as needed.

Job description

• Serve as the main corporate and customer/facility point of contact
• Manage overall customer partnerships and relationships with key stakeholders
• Establish and enforce governance between Philips and customers
• Lead customer business reviews and communicate customer business plans to stakeholders
• Partner with sales, service, and delivery teams to transition from break-fix operations to customer solutions
• Promote compliance and operational performance using metrics and analytics
• Drive accountability, productivity, effectiveness, and contractual obligation execution
• Deploy the IDN service strategy to achieve customer outcomes and win clients
• Manage multiple small, multi-site programs and coordinate project synergies
• Monitor future work, program plans, resource focus, trends, scheduling challenges, and cross-project dependencies
• Identify at-risk projects and escalate risks, issues, and impediments
• Identify growth opportunities while managing risk across install base, multi-vendor, Hospital Patient Monitoring, IGT, and Ultrasound areas
• Drive productivity and manage IDN business financial performance
• Travel to customer locations as needed

Requirements

• 5+ years of customer-facing experience within healthcare with routine client interaction as a customer success or account manager (required)
• 5+ years’ experience and understanding of medical equipment (required)
• Proficiency creating and delivering presentations to key stakeholders and executive leaders
• MS Office proficiency; Excel and PowerPoint skills are required
• Experience facilitating tactical meetings
• Data analysis and reporting proficiency (required)
• Understanding of healthcare service metrics (preferred)
• Bachelor’s degree or equivalent years of related work experience
• ITIL and/or Customer Success certification preferred
• Ability to perform minimum physical, cognitive, and environmental job requirements with or without accommodation
• Excellent communication, listening, presentation, concise verbal, collaboration, and interpersonal skills
• Strong organization, multitasking, prioritization, judgment, problem-solving, and initiative
• Flexibility to work hours mirroring customer time zones when needed
• Ability to travel to customer locations
• Must be located within one hour of a major airport
• US work authorization required; employer will not sponsor work-authorized visas
• Candidate must reside in the East Zone and cover hospital accounts

Core Competencies

Demonstrates expertise in managing customer partnerships within the healthcare sector, focusing on medical equipment and service metrics. Proficient in data analysis, project management, and delivering impactful presentations to stakeholders.

Highest-signal resume keywords

• Customer Success Management
• Medical Equipment Knowledge
• Data Analysis and Reporting
• MS Office Proficiency
• ITIL Certification

Hard Skills

• Data Analysis
• Project Management
• Presentation Skills
• Healthcare Service Metrics
• Customer Relationship Management

Soft Skills

• Excellent Communication
• Collaboration
• Problem-Solving
• Organization
• Multitasking

Certifications & Qualifications

• ITIL Certification
• Customer Success Certification

Industry Keywords

• Healthcare
• Customer Partnerships
• Operational Performance
• Account Management
• Hospital Patient Monitoring

Tools & Technologies

• MS Excel
• MS PowerPoint