Customer Success Manager

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

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Job Description:

Johnson & Johnson is recruiting for a Customer Success Manager. The position can be located in Tampa, FL; New Brunswick; Prague, Czechia; Bogotá, Colombia; or Manila, Philippines.

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):

US - Requisition Number: R-057958

Prague & Manila - Requisition Number: R-058686

Bogotá - Requisition Number: R-058690

Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.

The Customer Success Manager is responsible for ensuring the business receives the most value of the products or services offered by managing the product demand. They are responsible for fostering long-term relationships and driving customer satisfaction. They act as the primary point of contact for the business, understanding each customer’s unique needs, goals, and challenges and ensuring they can succeed with the product or service. They act as the “front door” for new product initiatives, systematically collecting, evaluating, and prioritizing requests to align with strategic goals and resource capacity. They manage the end-to-end intake process and will partner with UAT testing manager on release notes, Product manager to ensure strategic alignment, and CBT for IT solutions. They will have a deep understanding of product features and capabilities for both ServiceNow and Genesys to help with demand intake requests.

Key Responsibilities:

• First engagement point with business partners to understand business processes to meet their business objectives that require technical enhancements.
• Lead end-to-end processes, handle dependencies, and collaborate closely with partners as part of a team at the forefront of innovation
• Oversees and maintain a comprehensive portfolio of all incoming requests, ensuring high-level awareness and understanding of each submission across the products
• Serves as a key point of contact, effectively communicating with all levels of leadership throughout the business to provide updates, gather feedback, and align on priorities
• Develops, monitor, and refine reporting key performance indicators, operational metrics and analytics to support leadership decision-making, using data to highlight trends, risks, and opportunities within the product portfolio
• Delivers presentations to leadership at all levels, articulating status, challenges, and strategic recommendations related to demand, intake, and prioritization
• Organizes and lead monthly Product meetings, driving agenda setting, facilitating discussions, and ensuring follow-up on action items
• Effectively leads timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners
• Own, socialize, and execute the demand intake process ensuring business needs are understood and prioritized.
• Establish and maintain a value validation and realization model.
• Strong people leadership skills to guide, mentor and develop team members.
• Provide support on various functional projects that require product development to meet business needs.
• Promote a culture of transparency and knowledge sharing across functions.

Qualifications

Education:

• Bachelor’s degree Required

Experience and Skills:

Required:

• A minimum of 5 years of relevant business experience
• Strong business insight, strategic approach, and ability to communicate clearly and concisely across all levels
• Demonstrated ability to implement operational management and change readiness activities
• Experience in product or platform-wide release management, in addition to deployment processes and strategies
• Proficient in preparing and delivering presentations to senior leadership and large groups
• Advanced proficiency with reporting and analytics tools (e.g., Excel, Tableau) to support data-driven decision making
• Exceptional organizational skills with the ability to lead multiple priorities and deadlines simultaneously
• Proficient knowledge of the product development life cycle, design, and data analytics
• Demonstrated success in driving organizational change and adoption of new processes or technologies
• Steadfast dedication to client and customer happiness
• Ability to build strong business partnerships, anticipate potential needs and provide valuable solutions to business partners
• Relationship management, mentoring and collaboration skills, with leaders and partners at all levels
• Ability to take complex concepts, boil them down and communicate them in a simplified and user-friendly format
• Strong people leadership skills in mentoring, coaching, and developing a global team

Preferred:

•  ServiceNow and/or Genesys knowledge
• MBA or other advanced degree

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

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