Associate Director, Customer Success Executives (Field West)

Senior Manager, Customer Success Executives (CSEs)

The Senior Manager, Customer Success Executives (CSEs) will lead a high-performing team of Customer Success Executives across both National and Area teams. This strategic leadership role is responsible for driving customer success outcomes, optimizing team performance, and enhancing operational excellence across BD's Medication Management Solutions portfolio. The Senior Manager will champion process improvement, strategic planning, and cross-functional collaboration to ensure our most strategic customers realize maximum value from BD solutions.

The Senior Manager will :

• Lead, coach, and develop a team of CSEs to deliver exceptional customer outcomes and drive long-term adoption of BD technologies.
• Foster a culture of accountability, continuous improvement, and professional growth.
• Set clear performance expectations and provide regular feedback and mentorship.
• Partner with senior leadership to define and execute strategic initiatives that enhance customer success and retention.
• Align team goals with broader business objectives and ensure consistent execution across regions.
• Lead quarterly business reviews and performance reporting for CSE operations.
• Oversee the delivery of value-based engagements across strategic IDNs and health systems.
• Ensure consistent execution of customer success frameworks, including roadmap planning, value confirmation, and optimization strategies.
• Drive improvements in Net Promoter Scores (NPS), customer satisfaction, and solution adoption.
• Identify and implement process improvements to streamline CSE workflows and enhance scalability.
• Collaborate with cross-functional teams (Sales, Marketing, Solution Deployment, Customer Support) to remove barriers and improve the customer experience.
• Build and maintain strong relationships with internal and external stakeholders, including executive sponsors, functional leaders, and strategic partners.
• Serve as a senior escalation point for complex customer issues and ensure timely resolution.

Minimum Requirements (Required Qualifications) :

Preferred Qualifications :

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting. For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and / or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day. To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally-protected characteristics.