Service Account Manager - Pune

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.

Must Have

• Bachelor’s degree in IT, Engineering, or a related field
• 5+ years of experience in Account Management, Service Delivery, or Customer Success roles
• Experience working within the medical industry

Good to Have

• Prior experience managing enterprise or key accounts is preferred

Job Title

Service Account Manager - Pune

Job Description

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.

Job location: Pune

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

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• Discover our rich and exciting history

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• Learn more about our purpose

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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

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About Us

At Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life.

For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health.

Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success.

It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism.

To ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.

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