Job Description

Job Title : Customer Success Executive

Company : BD (Becton, Dickinson and Company)

Location : 7 Loveton Cir, Sparks, MD 21152 (Fully Remote)

Job Type : Full-time

Industry Type : Medical Technology

Job Description :
BD, a global leader in medical technology, is seeking a Customer Success Executive to manage post-sale customer relationships for an assigned set of products and accounts. The role involves fostering balanced, long-term relationships with customers, optimizing their experience through BD solutions, and driving growth by increasing customer satisfaction, product adoption, and retention.

Key Responsibilities :

• Manage the customer relationship lifecycle, from contract signature through the entire customer journey.
• Serve as a trusted advisor for assigned customers, proactively addressing their needs.
• Collaborate with internal teams (Sales, Service, IT, Marketing, R&D) to ensure customer satisfaction and resolve escalations.
• Identify opportunities to cross-sell, up-sell, and increase contract renewals.
• Measure and track customer success metrics, ensuring BD's solutions align with customer goals and long-term strategy.
• Advocate for customer needs internally to improve BD products and services.
• Travel >50% of the time to engage with customers and promote BD solutions.

Qualifications :

• Minimum: Bachelor's degree in Business Management, Marketing, or related field.
• Desired: Clinical laboratory experience (e.g., Medical Technologist, Lab Manager).
• 7+ years of experience in Customer Success or equivalent, with a proven track record in customer satisfaction, adoption, and retention in large-scale businesses.
• Strong communication, negotiation, and conflict resolution skills.
• Experience working in a matrixed environment and cross-functional collaboration.
• Previous healthcare customer experience is a plus.
• Ability to operate effectively in ambiguous situations and build strong relationships.

Preferred Skills :

• Experience in post-sale and sales combined roles.
• Knowledge of hospital and lab informatics systems.
• Experience delivering automation services at the Executive level.

Additional Information :

• This is a fully remote position.
• Travel is required (over 50%).
• BD requires proof of COVID-19 vaccination for certain roles.

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