Technical Account Manager - Enterprise Informatics

Job Description

The Technical Account Manager, Enterprise Informatics is responsible for ensuring the overall success, performance, and value realization of customer solutions. This role combines strategic customer success ownership with deep technical expertise, serving as the primary liaison between customers and internal teams to drive adoption, system health, operational stability, and continuous improvement.

You will act as the primary point of contact and trusted advisor for customer stakeholders, aligning solutions to business objectives and KPIs as well as build and maintain strong relationships with key customer stakeholders, ensuring proactive engagement and high levels of satisfaction. This role will directly report to the Service Operations Manager for Enterprise Informatics based in Australia.

Your key responsibilities will be to:

• Monitor customer health, engagement, and success metrics, identifying risks and opportunities for improvement.
• Represent the voice of the customer internally, influencing service delivery, product improvements, and strategic decisions.
• Ensure the overall health, performance, and optimization of customer environments through ongoing monitoring and maintenance via service teams.
• Maintain accurate documentation of customer systems and environments to support operational continuity.
• Support planning, upgrades, integrations, and enhancements using industry best practices.
• Identify and mitigate risks associated with system changes, upgrades, or integrations.
• Manage and resolve technical issues and escalations, coordinating with support and engineering teams.
• Track and drive closure of outstanding issues, ensuring minimal disruption to customer operations.
• Drive execution of service and customer success plans aligned to agreed objectives and deliverables.
• Implement best practices, processes, and tools to improve service efficiency and effectiveness.
• Analyze performance data and customer feedback to identify continuous improvement opportunities.
• Coordinate cross-functional teams to deliver consistent, high-quality outcomes.
• Define, track, and report on KPIs, system performance, and customer success metrics.
• Provide regular updates to customers and internal stakeholders on system health, risks, and performance.
• Facilitate communication between customer, support, product, and account teams.
• Participate in discussions on incidents, trade-offs, and risk management with internal stakeholders.

You're the right fit if you have:

Experience and Industry Knowledge:

• Bachelor’s degree in business, IT, Health Science, Engineering, or equivalent.
• Minimum 8 years of experience in roles spanning technical support, account management, operations management, service delivery or customer success particularly within the in the medical device industry or equivalent.
• Strong understanding of the local market dynamics, cultural practices, and business landscape.

Relationship Management:

• Ability to build and maintain strong relationships with partners and customer
• Experience in establishing trust and effectively managing partner expectations.

Communication Skills:

• Excellent verbal and written communication skills and strong ability to convey complex concepts clearly and persuasively.

Strategic Thinking:

• Capability to develop and implement strategic plans that align with company objectives.
• Proficiency in identifying opportunities for growth and collaboration.

Problem Solving and Negotiation:

• Strong problem-solving skills to address partner concerns and challenges with expertise in negotiation to secure beneficial agreements and partnerships.

Collaboration and Teamwork:

• Ability to work collaboratively with internal teams across different functions. with experience in coordinating with marketing, product development, and support teams to ensure partner success.

Adaptability and Cultural Sensitivity:

• Flexibility to adapt to changing business environments and partner needs.
• Cultural sensitivity to engage with diverse groups and understand local market nuances.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips.

Learn more about our culture of impact with care here. At Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life. For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health. Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success. It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without