🌎
This job posting isn't available in all website languages

Sr Customer Experience Specialist

📁
Sales & Marketing Support
📅
190007WC Requisition #

Careers that Change Lives

The Minimally Invasive Therapies Group strives to enable earlier diagnosis, better treatment, faster complication-free recovery, and enhanced patient outcomes through less invasive surgical solutions.


A Day in the Life
In this role as a Strategic Accounts Customer Experience Sr Specialist you will drive end-to-end coordination of the customer experience for a regional strategic account customer (i.e. UPMC and its members).  This includes but is not limited to coordination and facilitation of strategic account forecasts, pricing administration, orders placed into the system, order fulfillment and invoicing, distribution and receipt, driving optimal coordination between various stakeholders including sales, customer service, pricing administration, logistics, distribution (internal and external), as to drive the optimal customer experience for strategic accounts and corresponding business opportunity for Medtronic.    
                                   

You will work in conjunction with Strategic Accounts, Field Sales Management, Marketing, Commercial Operations, Finance, Offer Development and Pricing, Customer Service, Logistics, Distribution, Sales Administration and Customer Rebates and other stakeholders who influence the customer experience spectrum, to develop and launch tools, dashboards, systems and business processes to monitor and drive enhancements to the customer experience; and, informs the US Commercial and Strategic Accounts Leadership on progress with overall progress, contract performance and established metrics and objectives.   In addition, they will work in close collaboration with UPMC supply chain and logistics personnel.

 

Success for the role will be measured and determined based on the following:

 
  • Internal benchmarks related to the overall customer experience to be established based on internal stakeholder feedback; the Strategic Accounts Customer Experience Manager will be responsible for quarter-over-quarter improvement to internal benchmark scores.    
 
  • An external NPS-lite (Net Promoter Score-lite) process will be established to rate the overall customer experience based on Strategic Accounts stakeholder feedback; the Strategic Accounts Customer Experience Manager will be responsible for development of the NPS-lite process and year-over-year improvement to NPS benchmark scores.   
 

  • Established FY20 UPMC Contract / P&L Goals , Service Objectives, and Specific Project outcomes  as determined by UPMC and Medtronic Minimally Invasive Therapies Group Management and new Contracts in subsequent years


Key Competencies for the Role: 

  • Shapes and Innovates.  Simplifies and optimizes the customer experience process, breaks down complex business processes and implements solutions to drive efficiencies and effectiveness of the overall order-to-cash process;
 
  • Builds Alliances.  Breaks down silos & collaborates across organizational boundaries. Seeks & values different perspectives & ideas to foster an inclusive work environment while driving efficiencies and effectiveness of the overall order-to-cash process for strategic accounts, (i.e. CAPTIS);
 
  • Drives Results.  Passionate & driven. Takes accountability for & consistently delivers decisions, actions & results related to the customer experience process.  Sets expectations that are clear and measurable and then drives collaborative execution; 
 
  • Engages, Aligns, Motivates, Empowers Others.  Aligns & motivates people to move in a coordinated fashion and makes work easier to get done for internal/external stakeholders;  
 
  • Intentionally and Effectively Communicates.  Translates complexity into simplicity & articulates crisply & clearly;
 
  • Customer Focus.  Approaches efforts to optimizes the customer experience process with a consummate interest of the Customer and Medtronic’s Goals and Mission in mind; 
 
  • Informing.   Comfortable with reporting results and informing senior management of progress, challenges and path forward for the role;  
 
  • Judgment, Ethics & Integrity.  Practices the highest ethical standards in every aspect of the job, promotes & adheres to our code of conduct, all applicable laws & company policies.

Must Have: Minimum Requirements

  • Bachelors degree required
  • Minimum of 4 years of experience in customer service, logistics, marketing and downstream commercial execution responsibilities.

Nice to Have
  • Working knowledge, or ability to learn the nuances, of Surgical Innovations (SI) and Respiratory and Monitory Solutions (RMS) products, procedures, pricing, customer service, served channels, markets, business processes, systems and overall contracting function. In addition , working knowledge or the ability to learn , the inner workings of the UPMC supply chain and logistic functions, goals and objectives. 
 

  • 3+ years of experience in execution of processes, projects and deliverables.

 

  • Customer engagement and interaction – role requires frequent interaction and direct engagement with strategic account (i.e. UPMC ) administrators / leaders;  
 
  • A proven track record of collaboration and results through matrixed cross-functional teams; proven track record of contract success and innovative solutions- oriented approach.  
 

Travel / Additional Requirements

 

Role requires individual to live in the greater Pittsburgh area or suburbs.   Individual will be provided work space at the UPMC headquarters.



About Medtronic
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life.  We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be. 


We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.
The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)





 


My Profile

Create and manage profiles for future opportunities.

Go to Profile

My Submissions

Track your opportunities.

My Submissions

Similar Listings

Minneapolis, Minnesota, United States

📁 Sales & Marketing Support

Requisition #: 19000ELY

Change Begins With You

We look for bold ideas and fresh insights - that's what drives innovation. Come drive the future of healthcare with us.

Engineering

The opportunity to invent. The benefit of joining a leader. The power to improve lives. You’ll find all that and more here.

Learn More

Sales

Bring life-changing solutions to those who need them. Be rewarded for rewarding work.

Learn More

Regulatory

Join us in our challenge to make global healthcare more affordable and accessible. Your insight and oversight will help us create solutions that change the world.

Learn More

Read About The
Medtronic Mission.

Our mission “to alleviate pain, restore health, and extend life” is more than a statement. It’s a belief that our employees live every day.

Learn More

EMPLOYEE STORY:
ENGINEERING

Alyse is an Engineering Program Manager for Neuromodulation in Minneapolis, Minnesota.

Learn More

WONDERING ABOUT
WORKING AT
MEDTRONIC?

Our employees come from varied backgrounds with a common goal—changing lives.

Learn More

We value what
makes you
unique.

Join us, and bring the power of your unique point of view to our culture of collaboration and innovation.

Learn More
The mission to improve access to healthcare globally is something we are all very proud to work hard toward achieving. Great people, fun atmosphere, big city salaries. The CEO is fantastic - he is a very clear communicator of the mission and is truly dedicating his life to achieving it.
Smart and committed coworkers. Mission driven. Good benefits. Good long term career opportunities. Company is large enough that you can always find interesting projects to work on.
Knowing that everyday your work helps to save lives makes it great place to work. Training on lean practices, quality and other. Excellent peers.

WORKING AT
MEDTRONIC

Be part of one of the world’s leading medical technologies and solutions companies.