Customer Success Manager

Role Summary

The Customer Success Manager maximizes value from Johnson & Johnson products and services by managing demand and prioritizing requests. You will foster long-term relationships, serve as the primary point of contact for the business, and ensure customers succeed with the product. You will lead the end-to-end intake process and coordinate with product, IT, and testing teams to align with strategic goals.

Location options include Tampa, FL;
New Brunswick, NJ;
Prague, Czechia;
Bogotá, Colombia; and Manila, Philippines.

• 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 leads 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.
• Owns, socializes, and executes the demand intake process ensuring business needs are understood and prioritized.
• Establishes and maintains a value validation and realization model.
• Strong people leadership skills to guide, mentor and develop team members.
• Provides support on various functional projects that require product development to meet business needs.
• Promotes a culture of transparency and knowledge sharing across functions.

• Required:
  
  A minimum of 5 years of relevant business experience.
• Required:
  
  Strong business insight, strategic approach, and ability to communicate clearly and concisely across all levels.
• Required:
  
  Demonstrated ability to implement operational management and change readiness activities.
• Required:
  
  Experience in product or platform-wide release management, in addition to deployment processes and strategies.
• Required:
  
  Proficient in preparing and delivering presentations to senior leadership and large groups.
• Required:
  
  Advanced proficiency with reporting and analytics tools (e.g., Excel, Tableau) to support data-driven decision making.
• Required:
  
  Exceptional organizational skills with the ability to lead multiple priorities and deadlines simultaneously.
• Required:
  
  Proficient knowledge of the product development life cycle, design, and data analytics.
• Required:
  
  Demonstrated success in driving organizational change and adoption of new processes or technologies.
• Required:
  
  Steadfast dedication to client and customer happiness.
• Required:
  
  Ability to build strong business partnerships, anticipate potential needs and provide valuable solutions to business partners.
• Required:
  
  Relationship management, mentoring and collaboration skills, with leaders and partners at all levels.
• Required:
  
  Ability to take complex concepts, boil them down and communicate them in a simplified and user-friendly format.
• Required:
  
  Strong people leadership skills in mentoring, coaching, and developing a global team.
• Preferred:
  Service Now and/or Genesys knowledge.
• Preferred: MBA or other advanced degree.

• Bachelor’s degree Required.

• 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…