Job DetailsActs as the internal voice of the customer in support of a seamless quote to cash experience within the assigned organization. Ensures effective communication on all customer-facing activities, internal and external. Supports sales team in cross functional activities (quoting & contracts, customer service, logistics, supply chain management and quality are key areas of focus) providing guidance on planning, reporting, fleet management, and contract administration. Leads standardization of policies, processes, tools and systems to enable a Global function. Partners effectively with marketing, finance, supply chain and sales on contract compliance and fulfillment, demand planning, and issue resolution as well as customer service and support.
Responsibilities:Customer Relationship Management
- Ensure high customer satisfaction through quality services and act as the primary post-sale contact for assigned customers or sales regions
- Responsible for a defined client portfolio or business unit, ensuring proactive communication, timely responses, and superior service for high potential accounts
- Serve as an escalation point for complex customer issues, orchestrate cross-functional resolution and communicate to customers and internal stakeholders ensuring high-quality customer outcomes/satisfaction
Strategic Alignment
- Collaborate with Cross Functional business partners to deliver customer outcomes
- Partner with sales, supply chain, contracts, customer service, marketing teams for cohesive strategy execution
- Establish benchmarks/dashboards, supervise customer performance, and provide insight to leadership with recommended actions
- Work with Sales Leaders, Commercial Solutions Leaders, and Global teams for unified strategy
Business Objectives
- Work with sales and inside sales to assure customer retention within assigned markets
- Identify upselling opportunities and drive continuous improvement
Organizational Evolution
- Support the evolution of the GCO (Global Commercial Operations) team and enhance capabilities
- Strengthening the partnership between Sales and GCO
Requirements:- Bachelor's Degree - Business, Finance, Supply Chain, or related degree required.
- 5 - 7 years of experience in customer success management, sales operations, and/or customer support and service within a Commercial or transactional Supply Chain environment. Medical Device preferred, not required.
- Experience in developing process improvement procedures to provide guidance on planning, fleet management, and contract administration as well as customer services and support is required.
- Experience in managing relationships with key operational contacts and implementing benchmarking tools that drive customer value and focus on important industry KPIs.
- Experience utilizing Oracle order management, Salesforce, Agile, HubSpot (preferred), and Microsoft Office products including excel and PowerPoint.
Pay Transparency: The pay range for this role is:
$103,600.00-$176,400.00/Annual
The base pay actually offered to the successful candidate will take into account, without limitation, the candidate's location, education, job-knowledge, skills, and experience in prior relevant roles.
Incentives may also be provided as part of Haemonetics' employee compensation.
For sales roles, employees will be eligible for sales incentive (i.e., commission) under the applicable plan terms.
For non-sales roles, employees will be eligible for a discretionary annual bonus, the target amount of which varies based on the applicable role, to be governed by the applicable plan terms. Employees may also be eligible to participate in the Company's long-term incentive plan, with eligibility and target amount dependent on the role.
In addition to compensation, the Company offers a competitive suite of benefits to its employees, including without limitation, a 401(k) with up to a 6% employer match and no vesting period, an employee stock purchase plan, "flexible time off" for salaried employees and, for hourly employees, accrual of three to five weeks' vacation annually (based on tenure), accrual of up to 64 hours (annually) of paid sick time, paid and/or floating holidays, parental leave, short- and long-term disability insurance, tuition reimbursement, and/or health and welfare benefits.
Depending on your location, you may be eligible for more detailed information related to the compensation and benefits related to this job posting. If you believe you may be entitled to such information by law, you may contact [redacted], Monday through Friday, 7:30 a.m. - 5 p.m. ET or email [redacted].
