Strategic Accounts Services Lead

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day In The Life

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, SAS lead role is to offer dedicated support exclusively to the 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.

SAS Lead will maintain close contact with key stakeholders within the commercial teams (particularly SAMs), and the Strategic Customers, providing regular updates on operational performance by monitoring service performance and identifying issues early to prevent, and efficiently deal with Customer’s escalations and by analysing service KPI’s through reporting and internal dashboards to support and improve customer services.
SAS lead will be responsible for understanding and articulating the customer’s needs within Medtronic operations, collaborating with Pricing, Credit Services, Logistics, etc. and supporting continuous improvements with an end-to-end view. By understanding and articulating customer needs, the SAS Lead will support the Offer to Cash program in shaping strategies that enhance customer experience, reduce cost to serve through efficiencies, and deliver innovative service solutions that lower the cost of ownership, enable efficient growth, and ultimately free up customers’ time to focus on patient care.

Responsibilities may include the following and other duties may be assigned:

• Build a strong relationship and trust with SAM Community to enhance collaboration with Internal Stakeholders (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 SAM organization 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 (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, Order to Deliver and the Sales teams 
• Serve as first point contact for operational escalation (orders, deliveries, returns, 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
• Get to know the Customer’s environment, needs, business requirements as well as competitors’ offering to help the organization in aligning and exceeding Customer’s expectations, co-designing innovative service solutions - making it easier to do business with us 
• Support and promote  the evolution into a ‘digital partnership’ by working with the E- Business team to help customers to switch to digital  ordering through GHX, Esker, E-store etc.  to allow customer to self-service, find delivery information, POD’s, invoices, and pricing catalogues

Required Knowledge And Experience:

• 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 KPIS combined with ERP (preferably SAP) knowledge
• Ability to understand the OTC (Order to Cash) End-to-End Medtronic process combined with customer specific needs
• 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 
• Desire to understand / explore new advanced service solutions available in the market (new delivery channels, new inventory management solution, new digital ordering opportunities etc.) 

The  candidate will be customer-focused, demonstrating a strong and positive work ethic while maintaining a professional commitment to excellence. The candidate  should have excellent time management skills, with the ability to prioritize responsibilities effectively to meet deadlines and organizational objectives. A positive, can-do attitude is essential, as it contributes to a collaborative work environment and supports overall team success. 

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create.  We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
 

About 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 95,000+ passionate people. 
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here