Associate Director, Customer Success Executives (Field East)

Job Description SummaryThe 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.Job DescriptionWe are the makers of possible BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.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.Key ResponsibilitiesTeam Leadership & DevelopmentLead, 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.Strategic Planning & ExecutionPartner 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.Customer Success ExcellenceOversee 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.Operational & Process OptimizationIdentify 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.Monitor key performance indicators and leverage data to inform decisions and drive results.Stakeholder EngagementBuild 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)Bachelor’s degree required10+ years of experience in Customer Success, Account Management, or related field, with at least 3 years in a leadership role.Proven success leading high-performing teams in complex, matrixed environments.Deep understanding of healthcare systems, hospital operations, and MedTech solutions.Strong strategic planning, process improvement, and change management capabilities.Exceptional communication, executive presence, and stakeholder management skills.Experience with Salesforce or similar CRM platforms.Willingness to travel up to 50%.Must live near a major airport in the U.S. - in the EASTMust possess and maintain a valid driver's license and meet BD's auto safety standards. Preferred QualificationsAdvanced degree (beyond Bachelor's)Experience with Net Promoter Score (NPS) and customer satisfaction metricsBackground in healthcare technology adoption strategiesExperience with medication management solutions specificallyTrack record of process optimization and operational excellenceExperience with quarterly business reviews and performance reportingBackground in cross-functional collaboration in healthcare settingsAt 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.Why Join Us?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.To learn more about BD visit https://bd.com/careersBecton, 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.Required SkillsOptional SkillsPrimary Work LocationUSA CA - San Diego Bldg A&BAdditional LocationsWork ShiftAt BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.Salary Range Information$150,900.00 - $249,000.00 USD Annual