Philips

6 days ago

Partner Success & Escalation manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Own end-to-end partner success and technical escalation for 150+ partners, serving as the single point of escalation across international leadership. Coordinate a team of Tier-2 Technical Support Specialists, plan cross-zone workforce capacity, and lead triage and resolution of technical and non-technical cases—plus onsite interventions when remote recovery isn’t feasible. Drive trade-partner performance, operational compliance, dashboards/KPIs, and continuous improvement using escalation and call data.

Location: Netherlands

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Orchestrate end-to-end technical and clinical support & entitlement for 150+ partners as the single point of escalation across IR and leadership.
•Own workforce planning for ~20 cross-zone Tier-2 Technical Support Specialists, including weekly capacity plans and resolution of capacity conflicts.
•Govern partner escalations: triage, prioritize, register, drive resolution of technical cases, and lead onsite interventions in challenging countries when remote recovery isn’t feasible.
•Manage trade-partner performance by defining corrective actions, tracking remediation, and reporting outcomes to CS Directors and Market leadership.
•Ensure operational compliance (Export Control, Regulatory, Legal, employee safety) and run SAP service transactions for compliant billing and cost control.

Key Requirements

•Bachelor’s degree in Business Administration, Information Technology, International Business or equivalent; or completed vocational education with relevant experience.
•Minimum 2 years of experience with a Bachelor’s degree, or 4+ years with vocational education in Customer Service or service operations, preferably in the Healthcare industry.
•Experience in Salesforce/ServiceMax.
•Ability to manage shifting priorities and operate effectively across multiple tasks in escalation scenarios.
•Advanced English (verbal and written).

Experience:2+ yearsHealthcareCustomer serviceService operations

Education:Bachelor's

Skills:CommunicationRelationship-buildingAdaptabilityProactive mindsetContinuous improvement

Languages:English

Tech Stack:SalesforceServiceMaxSAPExport ControlDashboardsKPIs

Company Brief

Philips

Global health technology company focusing on diagnostic imaging, patient monitoring, and consumer health products. Philips develops medical devices, healthcare informatics, and solutions to improve patient care and personal well-being.

Industry: HealthTech

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Amsterdam, Netherlands

Founded: 1891

Glassdoor: 3.8

Website LinkedIn

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Philips

6 days ago

Partner Success & Escalation manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Netherlands

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Orchestrate end-to-end technical and clinical support & entitlement for 150+ partners as the single point of escalation across IR and leadership.
•Own workforce planning for ~20 cross-zone Tier-2 Technical Support Specialists, including weekly capacity plans and resolution of capacity conflicts.
•Govern partner escalations: triage, prioritize, register, drive resolution of technical cases, and lead onsite interventions in challenging countries when remote recovery isn’t feasible.
•Manage trade-partner performance by defining corrective actions, tracking remediation, and reporting outcomes to CS Directors and Market leadership.
•Ensure operational compliance (Export Control, Regulatory, Legal, employee safety) and run SAP service transactions for compliant billing and cost control.

Key Requirements

•Bachelor’s degree in Business Administration, Information Technology, International Business or equivalent; or completed vocational education with relevant experience.
•Minimum 2 years of experience with a Bachelor’s degree, or 4+ years with vocational education in Customer Service or service operations, preferably in the Healthcare industry.
•Experience in Salesforce/ServiceMax.
•Ability to manage shifting priorities and operate effectively across multiple tasks in escalation scenarios.
•Advanced English (verbal and written).

Experience:2+ yearsHealthcareCustomer serviceService operations

Education:Bachelor's

Skills:CommunicationRelationship-buildingAdaptabilityProactive mindsetContinuous improvement

Languages:English

Tech Stack:SalesforceServiceMaxSAPExport ControlDashboardsKPIs

Company Brief

Philips

Industry: HealthTech

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Amsterdam, Netherlands

Founded: 1891

Glassdoor: 3.8

Website LinkedIn