Service Marketing Manager

Job Title

Job Description

The purpose of the Renewal Specialist job family is to guide customers in the renewal process while serving as retention. This includes helping the customer articulate the value they will continue to benefit from Philips. This role understands what existing customers value, what they need next, Philips’ competitive advantage and common renewal challenges. This role supports customer delivery management and other customer success teams in retention planning, gives insight on challenges customers face during renewal decisions.

Your role:

• Develop and actively pursue list of renewal, winback and upsell accounts and create individual plans of action. Own customer relation from initiation to close, including quotation and negotiating contracts.

• Retain and increase profitability & revenue in existing customers by driving contract upsell opportunities.

• Update renewal, winback and upsell forecast

• Collaborate with Account Teams, Business Development, and Customer Delivery Management/Adoption teams to develop strategies for upcoming renewals.

• Communicate directly with customers to answer questions and address issues through different channels.

• Strong level of urgency, organization, and prioritization skills.

• Ensure accurate data and reporting in CRM.

• Provide feedback to customer delivery, sales, product and marketing organizations that include suggestions for improving & expanding offerings

Job Overview:

• Identify and execute contract renewal, win back and upsell opportunities,

• Assists customers with renewals as well as colleagues in opportunity development for win back and upsell

• Documents and tracks status of inquiries and coordinates appropriate responses requiring limited judgment to ensure customer satisfaction

• Participate in customer calls and meetings to address outstanding issues, communicate value of the offerings and partnerships and explain contractual pricing, terms and conditions.

• Processes contract renewal sales for current and expired customers.

• Provides internal support to the customer growth department regarding renewals

• Utilizes CRM system and all necessary applications to lead and optimize renewal opportunities, correct licensing issues, merge records, and track all sales stages of the renewal opportunities. Developing professional expertise, applies company policies and procedures to resolve a variety of issues

• Fully qualified professional – advanced beyond entry level

• Has working knowledge of company products and knowledge of the portfolio

• Frequently interacts with functional peer groups. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules. Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors

• Exercises judgement within defined procedures/policies to determine appropriate action

• Builds productive internal/external working relationships

You're the right fit if you have:

• Bachelors Degree

• Minimum of 3 years of experience in service marketing and healthcare industry

• Minimum 2 years in sales, renewals, customer success or account management.

• Excellent presentation, communication & follow up skills

• Fluency in English

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 commitment to diversity and inclusion here.