Customer Success Manager, ProCare ( Remote )

stryker

Dallas Texas

United States

Sales
(No Timezone Provided)

General Description:Manages and coordinates ProCare Customer Success team members and responsibilities. Responsible for managing the team's effectiveness in retaining current ProCare customers through development of shared customer/Stryker value while also attracting new customers through marketing activities.Essential Functions:Direct Supervision of Customer Success Analysts and Customer Success Supervisor(s), including defining day to day responsibilities and key performance objectives for the roles. Focus on the development and engagement of the team.Assists Stryker ProCare customers in achieving their desired outcomes from service/repair contracts and OnSite managed services Understands and executes the Stryker ProCare marketing strategy, including deep knowledge of the current service offering, market trends, and competitive landscapeProfessionally interacts with surgeons, patients, OR personnel, Central Processing, Sales Reps, O.R. Managements, and Hospital Administration, as well as Stryker employees and partners.Researches and understands market potential, market drivers, and market trendsProvides Sales and Marketing support with ProCare contract renewals, insight into areas of service that may need improvement, and evaluation of expansion opportunitySupports ProCare contract renewal opportunities by assessing the health of a contract and the likelihood of cancellation (account status, tracking, and communication with stakeholders)Analyzes data and appraises the effectiveness of sales methods, costs, and results Builds a network of sales reps/regional managers/and customers that can be consulted for project feedback and customer insightsAligns work to critical business results and initiatives Provides advice and counsel to business leaders about strategic opportunities to grow brands and financial resultsHelps write annual marketing plan Assists PMO project managers with setting timelines, due dates, and budgets while driving timely completion of deliverables. Assists project team with focus and direction based on feedback from customers according to the Plan-Do-Check-Adjust management systemDemonstrate clear, concise, and highly effective written and oral communication skills regarding ProCare marketing functions with internal and external customersDrives high employee engagement that leads to increased individual and business performanceWrite and deliver performance appraisals, conduct talent reviews, create and manage Individual Development Plans for each direct reportConduct frequent 1 on 1'sIdentify and secure appropriate staffing levels for business, participate in talent selection and developmentCoordinate and oversee priorities of direct reportsDetermines key performance objectives for employees that are aligned with the business mission and strategyResponsible for improvement of key performance objectives for each direct reportWork with direct reports to develop and execute long-term strategy for the ProCare marketing team.Partner with cross functional managers and other ProCare BU stakeholders to develop strategy for the business.QUALIFICATIONS/ REQUIREMENTS:B.A. or B.S. in business, engineering, science, or math6+ years of relevant healthcare experience, OR and CSPD experience3+ years tenure in ProCare marketing or another position with similar job requirements within Stryker2+ years managing teams with two or more peopleEffective Project Management experience with setting timelines, due dates, and budgets while driving timely completion of deliverablesExperience leading high-performance individuals and teamsEffective leadership and interpersonal communication skills including written and oral communicationExperience interacting with healthcare professionals (HCPs) in a clinical environmentUnderstanding of marketing strategy, product launch experience, marketing insightsUnderstanding of Lean Six Sigma and PDCAMust be able to analyze and resolve non-routine challenges using independent judgmentMust be able to communicate and present to large groups of peopleMust be able to communicate effectively via phone and SkypeMust be able to generate and explain detailed guidelines and proceduresMust be able to prioritize work and keep detailed and confidential records Must be able to bring tasks through to completion with minimal supervisionEffective problem-solving ability and decision-making abilitiesEffective time management and organizational skillsAdhere, without exception, to Corporate compliance and ethics policiesEffective PC skills (Power BI, Excel, PowerPoint, Outlook, etc)Must be able to travel 30%on here.Work From Home: RemoteTravel Percentage: 30%Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer - M/F/Veteran/Disability.Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Customer Success Manager, ProCare ( Remote )

stryker

Dallas Texas

United States

Sales

(No Timezone Provided)

General Description:Manages and coordinates ProCare Customer Success team members and responsibilities. Responsible for managing the team's effectiveness in retaining current ProCare customers through development of shared customer/Stryker value while also attracting new customers through marketing activities.Essential Functions:Direct Supervision of Customer Success Analysts and Customer Success Supervisor(s), including defining day to day responsibilities and key performance objectives for the roles. Focus on the development and engagement of the team.Assists Stryker ProCare customers in achieving their desired outcomes from service/repair contracts and OnSite managed services Understands and executes the Stryker ProCare marketing strategy, including deep knowledge of the current service offering, market trends, and competitive landscapeProfessionally interacts with surgeons, patients, OR personnel, Central Processing, Sales Reps, O.R. Managements, and Hospital Administration, as well as Stryker employees and partners.Researches and understands market potential, market drivers, and market trendsProvides Sales and Marketing support with ProCare contract renewals, insight into areas of service that may need improvement, and evaluation of expansion opportunitySupports ProCare contract renewal opportunities by assessing the health of a contract and the likelihood of cancellation (account status, tracking, and communication with stakeholders)Analyzes data and appraises the effectiveness of sales methods, costs, and results Builds a network of sales reps/regional managers/and customers that can be consulted for project feedback and customer insightsAligns work to critical business results and initiatives Provides advice and counsel to business leaders about strategic opportunities to grow brands and financial resultsHelps write annual marketing plan Assists PMO project managers with setting timelines, due dates, and budgets while driving timely completion of deliverables. Assists project team with focus and direction based on feedback from customers according to the Plan-Do-Check-Adjust management systemDemonstrate clear, concise, and highly effective written and oral communication skills regarding ProCare marketing functions with internal and external customersDrives high employee engagement that leads to increased individual and business performanceWrite and deliver performance appraisals, conduct talent reviews, create and manage Individual Development Plans for each direct reportConduct frequent 1 on 1'sIdentify and secure appropriate staffing levels for business, participate in talent selection and developmentCoordinate and oversee priorities of direct reportsDetermines key performance objectives for employees that are aligned with the business mission and strategyResponsible for improvement of key performance objectives for each direct reportWork with direct reports to develop and execute long-term strategy for the ProCare marketing team.Partner with cross functional managers and other ProCare BU stakeholders to develop strategy for the business.QUALIFICATIONS/ REQUIREMENTS:B.A. or B.S. in business, engineering, science, or math6+ years of relevant healthcare experience, OR and CSPD experience3+ years tenure in ProCare marketing or another position with similar job requirements within Stryker2+ years managing teams with two or more peopleEffective Project Management experience with setting timelines, due dates, and budgets while driving timely completion of deliverablesExperience leading high-performance individuals and teamsEffective leadership and interpersonal communication skills including written and oral communicationExperience interacting with healthcare professionals (HCPs) in a clinical environmentUnderstanding of marketing strategy, product launch experience, marketing insightsUnderstanding of Lean Six Sigma and PDCAMust be able to analyze and resolve non-routine challenges using independent judgmentMust be able to communicate and present to large groups of peopleMust be able to communicate effectively via phone and SkypeMust be able to generate and explain detailed guidelines and proceduresMust be able to prioritize work and keep detailed and confidential records Must be able to bring tasks through to completion with minimal supervisionEffective problem-solving ability and decision-making abilitiesEffective time management and organizational skillsAdhere, without exception, to Corporate compliance and ethics policiesEffective PC skills (Power BI, Excel, PowerPoint, Outlook, etc)Must be able to travel 30%on here.Work From Home: RemoteTravel Percentage: 30%Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer - M/F/Veteran/Disability.Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.