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Philips Business Development Manager Customer Services (Monitoring Analytics) in United Kingdom - Remote Based, United Kingdom


In this role, you have the opportunity to manage all aspects of customer relationship in respect of Customer Services and overall customer requirements and satisfaction.

Responsible for developing and executing a strategic and tactical sales plan to exceed financial targets focusing on Customer Service related to the Philips Monitoring portfolio, including warranty conversions, contract renewals and point of sale.

You are responsible for

Customer Satisfaction – Ensure high levels of customer satisfaction through effective and professional relationships up to and including C- Suite Level of Customer’s.

Business Growth

  • Work in conjunction with the Business management and field team, identify, validate and commercialise new growth opportunities for the Customer Services portfolio in the Monitoring & Analytics business.

  • Identify and nurture opportunities to develop and grow CS Order Intake, revenue and profitability working in conjunction with wider sales organisation.

  • To provide support and leadership in the selling effort to accurately estimate services & solutions offerings in the market, assessing client’s business, clinical and technical needs, business goals, performance and strategies as they pertain to our solution offerings, including identifying when new technologies such as Focal Point and Software as a Service can deliver customer value.

  • Provide consultative customer support and leadership with our Customer Services portfolio to support and drive the solutions business, engaging with a mix of senior customer stakeholders: business, clinical, technical and IT.

  • To understand the business opportunities and assist district / region sales leaders, and account managers in driving visibility of the services business.

  • To identify new opportunities together with the account manager.

Customer Management – Undertake customer/Philips proactive and reactive meeting’s and reviews to ensure effective delivery of customer requirements in line with SLA and Agreement expectations.

  • Contract SLA Compliance

  • Managing Customer Escalations

  • Query Resolution

  • Complaint Handling

  • Protect Existing Business from competitive threats

  • Identify incremental value add and up-sell opportunities to the customer’s solution, including Focal Point and SMA

Sales Support – Support local sales teams across the Patient Monitoring modality.

  • Undertake CS component of tender response and support service solution.

  • Define, agree and implement pre-sales negotiations.

  • Drive customer uptake of Point of Sales contracts

  • Post-sales support including Installed Base management

Contracts – Maintain and Increase existing Service Agreements in conjunction with the wider CS Organisation

  • Warranty Conversions

  • Contract Conversion ( E.G. Silver to Gold )

  • Contract Renewal

  • Contract Retention

  • Contract Penetration

  • Multi Year focus

All in line with Philips Commercial Policy

Internal Relationship management – Internal interaction with Service Delivery Managers, Technical Support Group and all other internal delivery personnel to ensure service delivery excellence is maintained at all times.

Health & Safety - Be aware at all times of the safety standards required by the company, including health and safety regulations and ensure adherence to such standards by their team.

Other - To undertake and special responsibilities/projects as directed by the CS Commercial Manager

You are a part of the Business Marketing & Sales team for Connected Care products. You will be closely working with Connected Care Business Manager, District Business Manager, Account Managers and Services team in the UK and at the global level.

You are reporting directly to the Business Marketing & Sales Leader, Connect Care.

In this role, you should have the following skills and experience

  • Bachelor of Science

  • Minimum 5 years of experience in healthcare technology or combination of equivalent related experience and education

  • Knowledge of processes and structures within the healthcare market

  • Ability to utilize, maximise and understand impact of all social media and digital tools

  • Understands and has knowledge of equipment range and its operation

  • Ability to identify sales opportunities and promote product portfolio leveraging all areas of the business to support sales growth

  • Experience of delivering high levels of customer service

  • Proven ability to resolve problems and escalations in a timely and customer focused manner.

  • Comprehensive PC Skills

In return we offer you a challenging, innovative environment with great opportunities for you to explore. Our benefits are very competitive and designed around your preferences, these include but not limit to:

  • A competitive salary

  • Access to a wide variety of Company benefits, including matched pension contributions, and the option to purchase additional holiday

  • 25 days holiday allowance from the beginning, plus bank holidays

  • Learning and Development opportunities through our Philips University

  • Family-friendly policies which offer enhanced maternity and paternity schemes

  • The Philips Employee Shop which allows employees to buy Philips products at discounted prices

  • Monthly activities that promote health and well-being

  • Social Events - a dedicated Sports & Social committee promoting a host of social events throughout the year

  • An Employee Assistance Program is available for all Philips employees and their families. As well as being a confidential support line, it also offers practical financial and life management advice 24 /7 and is completely confidential

We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities. Furthermore, Philips University is available to all employees for learning and development opportunities.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

Please apply on-line – Good Luck!

Equal opportunities

Philips are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Should you require any reasonable adjustments to enable your participation in the interview process, please advise us of this upon application.

Recruitment agencies : we are fortunate enough to receive lots of fantastic applications for our brand, however when we use agencies we have a PSL in place so please do not contact hiring managers or the recruitment team directly. Unfortunately we are not able to respond to you and cannot accept speculative CV’s as way of introduction.