Customer Success Specialist

The Customer Success Specialist is responsible for designing, delivering, and scaling value‑driven solutions and partnerships that demonstrate measurable impact for customers and healthcare systems. The role focuses on translating products, services, and data into clinical, operational, and economic outcomes that matter to decision-makers. 

The VCS works across strategic accounts, system-level stakeholders, and internal teams to co-create value propositions, support value-based discussions, and enable sustainable growth beyond price and product. The role plays a key part in shifting the organization from transactional selling to outcome-focused, long-term partnerships. 

Main areas of responsibility / expected results/objectives of the role 

• Develops and executes value creation strategies for priority accounts, health systems, and strategic initiatives. 

• Co-creates customized value propositions combining products, services, data, and workflows. 

• Partners closely with Strategic Account Managers, Sales, and platforms to support complex value-driven negotiations and partnerships. 

• Translates health economic data, clinical evidence, and operational insights into compelling customer-relevant stories. 

• Designs and leads value-based pilots, proof-of-concept projects, and outcome programs with healthcare providers. 

• Supports business cases, tenders, and long-term agreements with clear value narratives and measurable KPIs. 

• Identifies opportunities to scale successful value initiatives across regions or accounts. 

• Coordinates cross‑functional teams (Health Economics, Medical, Marketing, Sales, Operations) to deliver value programs. 

• Tracks, documents, and communicates outcomes and impact to internal and external stakeholders. 

Main leadership commitments involved in the role 

Connect 

• Builds trusted relationships with non-clinical decision-makers, including hospital management, procurement, and operational leadership. 

• Acts as a bridge between clinical, economic, and commercial perspectives. 

• Gathers customer insights to continuously refine value propositions and solutions. 

• Collaborates closely with internal experts across functions to align on value delivery. 

Shape 

• Translates complex data into clear strategic narratives that support system-level decision-making. 

• Challenges product- or price-centric approaches and promotes outcome-oriented thinking. 

• Shapes innovative partnership models, including service-based and value-based approaches. 

• Influences internal stakeholders to adopt value creation as a core commercial capability. 

Growth 

• Develops organizational capability in value selling, system thinking, and outcome measurement. 

• Acts as a coach and thought partner for sales and account teams. 

• Promotes continuous learning and sharing of best practices across markets. 

• Builds a culture focused on long-term impact, accountability, and sustainability. 

Qualifications 

Required: 

• Experience in value creation, health economics, commercial excellence, or strategic account support. 

• Strong ability to translate data and evidence into actionable insights. 

• Experience working in cross‑functional, matrixed environments. 

• Strong project management and stakeholder alignment skills. 

• Strategic mindset combined with hands‑on execution capabilities. 

• Excellent communication and influencing skills. 

• Fluency in Dutch and English (written and spoken). 

• High integrity and professionalism. 

Preferred: 

• Master’s degree or equivalent experience in business, health economics, life sciences, or healthcare management. 

• Experience in MedTech, Pharma, or healthcare consulting. 

• Familiarity with value-based healthcare models and outcome measurement. 

• Experience supporting complex tenders or long-term partnerships. 

• Exposure to system-level healthcare transformation projects. 

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes. 

 Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource. 

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