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Strategic Account Services Lead - BeLux region

Brussels, IL 62013
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Strategic Account Services Lead - BeLux region


Eindhoven, Noord-Brabant, Netherlands

Requisition #:


Post Date:

Apr 04, 2022

**Careers that Change Lives**

In this role you offer dedicated support to Strategic Accounts in your country or region, striving for outstanding customer experience by establishing a loyal and trustful relationship with your assigned Strategic Customer/s.

**A Day in the Life**

You will maintain close contact with key stakeholders within the commercial teams, particularly with the SAMs and your Strategic Customers to provide regular updates on operational performance so to build a strong Commercial Partnership and making it easier for our Customers to do business with us.

You will be monitoring service performance to be in control of service levels offered, to prevent and deal with Customers escalations. Specifically, you will monitor and analyze service KPIs through reporting and internal dashboards to support and improve customer services.

You will connect Customers needs with internal functional processes, collaborating with Pricing, Credit Services, Logistics, etc. and supporting continuous improvements with an end-to-end view so to assist our Offer to Cash program in defining a strategy to differentiate and enhance Customer Experience. This will help improve services efficiency as well as costs to serve.

You will contribute to align with Customers operational needs, and you will cooperate with Strategic Accounts to develop innovative service solutions to help the customers efficient growth and free time to care.

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

+ **Building Partnership:**

+ Build a personal and trustful relationship with the Customer, within the Commercial Partnership account team, to enhance engagement and collaboration

+ Organize and lead Customer Visits, always in collaboration with Commercial Partnership, to discuss and take actions in relation to performance and value proposition

+ **Customer Experience:**

+ Be responsible for monitoring and analyzing KPIs, SLAs 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 Force.

+ Serve as first point contact for operational escalation (orders, deliveries, returns, disputes, contracts, tenders etc.), being accountable for issue resolution (by coordinating cooperation of Order Management, Supply Chain and Sales) and pro-active communication towards the customer

+ Participation 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

+ **Support Growth** :

+ Get to know the Customers environment, needs, business requirements as well as competitors offer in order to help the organization aligning and exceeding Customers expectations by co-designing innovative service solutions and cooperating in making it easier to do business with us

+ Validate in advance the tender requirements related to Customer Care capabilities and give advice/recommendations on solution to implement operationally tender requirements.

**Must Have: Minimum Requirements**

+ Bachelors Degree or equivalent experience.

+ Fluent in English and Dutch

+ Customer Experience mindset listen, collaborate, proactive solutions identification

+ 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.

+ Strong presentation skills combined with clear verbal and communication skills

**Nice to Have**

+ Fluent in French

+ Willingness to travel in order to visit customers and/or Center of Excellences

+ Excellent time management skills, strong in prioritization.

**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. Lets work together to address universal healthcare needs and improve patients lives. Help us shape the future.

Physical Job Requirements

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)
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.


Posted: 2022-03-24 Expires: 2022-06-13
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Strategic Account Services Lead - BeLux region

Brussels, IL 62013

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