Customer Success Manager

Johnson & Johnson•Tampa, FL

About The Position

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.

Requirements

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

Nice To Haves

ServiceNow and/or Genesys knowledge
MBA or other advanced degree

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.

Benefits

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s long-term incentive program.
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits