Medtronic - Senior Manager - B2B Customer Delight

Position Title: Senior Manager B2B Customer Delight

Reports To: Director - Channel Strategy and Innovation

Location: Mumbai

Division: GoDirect

Candidates with extensive experience in B2B Customer Delight & Customer Service only need to apply.

MAIN PURPOSE:

A) Delivering delight to Medtronic Go-Direct key customers (Gold and Silver accounts):

- Drive customer engagement

- Advocacy of customer requirements & bring insights for building service differentiation

- Drive Medtronic customer service delivery excellence model

- Maintain AR health and timely billing collection

B) Drive and own business & channel delight processes and initiatives for Go-Direct business

- Provide capability & solutions for business requirements (Voice of Business)

- Drive channel performance and efficiency

- Drive channel engagement and satisfaction initiatives

- Drive channel - process, SOP, financials & compliance- (onboarding to exit)

KEY RESPONSIBILITIES:

A) Customer Delight:

- Define Medtronic customer connect framework

Customer engagement as per Medtronic customer connect framework

Identifying the right stake holders (commercial, labs, management) within the customer organization and establish mutually favorable relationship

- Drive quarterly reviews for customer delight score, processes and improvement initiatives

- Own Medtronic service performance (including right inventory levels)

- Enabling right communication, PR and training of customer org

- Manage contact center operations and proactively solving customer issues

B) Service operations

- Customer contact center operations:

Purchase orders & customer queries

Service & order generations (copper accounts/ APV)

- Billing reconciliation & collection operations

C) Business and Channel Delight:

- Business connect & satisfaction with channel performance

- Quality, compliance and efficiency of channel

- Channel selection, onboarding, training and exit process

- Channel performance, dashboard, quarterly reviews

- Solving channel issues & proactive handling for complaints

- Channel commercial success - timely payments, claim settlements, no dues

D) Team and Stakeholder management:

- Lead and guide the team of account managers & service operations

- Key Stake holder (business, supply chain, finance and more) management at Medtronic

Metrics Ownership:

- Customer delight (NPS)

- Business and channel delight (satisfaction score)

- Channel efficiency - SLAs & cost

- Working capital & Inventory cost

- Compliance Score

- Account receivable %, Over due %

EXPERIENCES, SKILLS & ESSENTIAL ATTRIBUTES:

QUALIFICATIONS/EXPERIENCE

Education

- Graduate with MBA in Finance or Marketing or Strategy

Relevant prior Experience and Knowledge which will be useful in current role - 9 - 15 years of experience in enterprise / corporate sales and account management

- Preferably from Telecom (Airtel / Voda) or IT Solutions (IBM / HP/ Dell ) or Corporate Banking (Citi / Amex/ ICICI/ Amex) or BPMs (Accenture / TCS / Infosys/ CTS) with experience of managing strategic accounts

PERFORMANCE :

Communication skills and Interpersonal skills

- Effective and persuasive communication

Accounting /Technical Knowledge - Research and modelling for customer satisfaction and delight

Business partnership - Collaboration skills

- Effective stake holder management skills

- Lead cross functional initiatives

TRAITS :

- Customer Centricity - Think customer first

- Problem Solving - Good at problem definition, root cause analysis and data

- Result orientation - Result and impact orientation