Job description
Careers that Change Lives
In this role you offer dedicated support to Strategic Accounts in your country or region, striving for outstanding customer experience by establishing a loyal and trustful relationship with your assigned Strategic Customer/s.
You will maintain close contact with key stakeholders within the commercial teams, particularly with the SAMs and your Strategic Customers to provide regular updates on operational performance so to build a strong Commercial Partnership and making it easier for our Customers to do business with us.
You will be monitoring service performance to be in control of service levels offered, to prevent and deal with Customer’s escalations. Specifically, you will monitor and analyze service KPI’s through reporting and internal dashboards to support and improve customer services.
You will connect Customer’s needs with internal functional processes, collaborating with Pricing, Credit Services, Logistics, etc. and supporting continuous improvements with an end-to-end view so to assist our Offer to Cash program in defining a strategy to differentiate and enhance Customer Experience. This will help improve services efficiency as well as costs to serve.
You will contribute to align with Customers’ operational needs, and you will cooperate with Strategic Accounts to develop innovative service solutions to help the customers’ efficient growth and free time to care.
- Build a personal and trustful relationship with the Customer, within the Commercial Partnership account team and Internal Stakeholders, to enhance engagement and collaboration
- Organize and lead Customer Visits, always in collaboration with Commercial Partnership, to discuss and take actions in relation to performance and value proposition
- Be responsible for monitoring and analyzing KPI’s, SLA’s and other operational reports, to fix and prevent issues, identify root causes and drive improvements to provide the best services‘ offer in coordination with Supply Chain, Order to Deliver and the Sales Force
- Get to know the Customer’s environment, needs, business requirements as well as competitors’ offer in order to help the organization aligning and exceeding Customer’s expectations by co-designing innovative service solutions and cooperating in making it easier to do business with us
- Validate in advance the tender requirements related to Customer Care capabilities and give advice/recommendations on solution to implement operationally tender requirements
- Bachelor’s Degree or equivalent experience
- Fluent in English
- Customer Experience mindset – listen, collaborate, proactive solutions identification
- Analytical skills with the ability to work with KPIS combined with Enterprise Resource Planning (preferably SAP) knowledge
- Ability to understand the OTC (Order to Cash) End-to-End Medtronic process combined with customer specific needs.
- Ability to understand / explore new advanced service solutions available in the market (new delivery channels, new inventory management solution, new digital ordering opportunities etc.)
- Strong presentation skills combined with clear verbal and communication skills
- Willingness to travel in order to visit customers and/or Center of Excellences
We offer a competitive salary and benefits package to all our employees:
- Flexible working environment
- Annual Incentive Plan % depending on company results
- Pension scheme and group discount on healthcare insurance
- Training possibilities via Cornerstone/Harvard Manage Monitor/Skills Lab
- Employee Assistance Program and Recognize! (our global recognition program)
About Medtronic
Bold thinking. Bolder actions. We are Medtronic.
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people. Powered by our diverse knowledge, insatiable curiosity, and desire to help all those who need it, we deliver innovative technologies that transform the lives of two people every second, every hour, every day. Expect more from us as we empower insight-driven care, experiences that put people first, and better outcomes for our world.
In everything we do, we are engineering the extraordinary.
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