Strategic Account Services Lead

Careers that Change Lives
Medtronic's customer landscape is constantly changing. Health care providers
are consolidating into key groups, driving change and innovation in the
markets, which requires a need for further interaction and consistent
engagement with suppliers. To meet our strategic customer needs, Medtronic has
set-up the Commercial Partnership Unit - this consists of dedicated
professionals (Including Strategic Account Managers - SAM) connecting
Customers, Commercial entities as well as internal supporting Functions.
In synergy with Commercial Partnership and all supporting Functions, your role
is to offer dedicated support exclusively to your assigned Strategic Accounts.
In close cooperation with the Strategic Accounts Managers (SAM), striving for
outstanding customer experience by establishing a loyal and trusting
relationship, and making it easier to do business with us. Therefore, you will
invest most of your time and expertise directly with customers.
A Day in the Life
* Build a personal and trusting relationship with the Customer, and within the Commercial Partnership account team, to enhance engagement and collaboration.
* Build a strong relationship and trust with SAM Community to enhance collaboration with Internal Stakeholders (Outside United States - OUs, Sales Force, Pricing, Finance) and our customers by contributing to a clear governance to share Account status and establishing insights for new collaboration opportunities. (e.g., NPS analysis, identification of areas for improvement and improvement strategies).
* Organize and lead Customer Visits, always in collaboration with Commercial Partnership Strategic Accounts Managers (SAM), to discuss and take actions in relation to performance and value proposition.
* Be responsible for monitoring and analysing Key Performance Indicator (KPI's), service-level agreement (SLA's) and other operational reports, to fix and prevent issues (e.g. price discrepancies, split deliveries, back-order etc.), identify root causes and drive improvements to provide the best services' offer in coordination with Supply Chain, Customer Care and the Sales Force.
* Serve as first point contact for operational escalation (orders, deliveries, returns, disputes, contracts, tenders etc.) accountable for prioritizing issue resolution (by coordinating cooperation of Order Management, Supply Chain and Sales) and pro-active communication towards the customer.
* Participate in projects or even leading project initiatives involving Customers to assure outstanding quality of service delivered by mutually improve internal and local processes to get efficiency.
Must Haves
* Fluent in local language and English
* Customer Experience mindset - listen, collaborate, proactive solutions identification
* Strong presentation skills combined with clear verbal and communication skills
* Analytical skills with the ability to work with Key Performance Indicator (KPI's) combined with Enterprise Resource Planning (ERP), preferably System Analysis Program (SAP) knowledge.
* Can demonstrate an ability to work on Problem Solving, undertake root cause analysis and strive for continuous improvement
* Personal autonomy with the ability to influence others and networking skills
* Strong project management- manage changes, as well as give and receive feedback
* Willingness to travel to customers and/or Centre of Excellences
Nice to Haves
* Customer focused
* Strong and positive work ethic
* Excellent time management skills, strong in prioritization
* Positive, can do, attitude
We Offer
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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