Customer Success Navigator - Plastic and Reconstructive Surgery - Central (remote)

Company: BD
Location: Vernon Hills
Posted on: March 17, 2023

Job Description:

Job Description Summary

Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health--- is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a maker of possible with us.

This role provides the opportunity to work remotely in the United States within the Central Standard Time zone or Mountain Standard Time zone.

Job Highlights:

The Plastic and Reconstructive Surgery (PRS) Navigator role is a US, regionally based marketing position that partners closely with internal stakeholders to best serve and advocate for the PRS customer. The PRS Navigator assumes ownership of the PRS customer experience and ensures customer needs are met though remote account management. Additionally, the PRS Navigator is not only a brand ambassador today in the US, but also a part of the Global Marketing Team responsible for building a foundation for the future growth and introductions in the PRS market.

PRS Account Management Responsibilities:

• Manages PRS customer accounts in US region (West, Central or East, as assigned)
• Virtually interfaces with accounts via telcon, email and/or text/phone
• Responds to and/or streamlines account inquiries to the appropriate internal partners, such as order entry, billing resolution, complaint management, etc.
• Provides orientation to existing customers and new accounts on best practices for product ordering and payment processes
• Works collaboratively with internal partners to establish new accounts and pricing contracts
• Resolves pricing discrepancies with customer and PRS customer care and establishes/ renew pricing contracts for existing customers
• Facilitates urgent/last minute order fulfillment, via trunk stock
• Coordinates product returns and works with internal team to refund or credit customers in a timely manner
• Acts as product expert and responds to product inquiries from customers and directs inquiries to medical affairs, as appropriate
• Support accounts and advise on product sizing, storage requirements, etc., according to the instructions for use
• Follows up on trade show leads, proactively reaches out to new accounts
• Fulfills product literature requests and distributes collateral, guides, and content as required
• Connects billing issues with AR counterparts
• Escalate customer issues for PRS leadership decision
• Use analytical tools to provide customer insights to update, track, and plan performance
• Participate in continued education and compliance around appropriate commercial execution Marketing Responsibilities:
  • Gathers and tracks customer satisfaction and loyalty in region
  • Generate short and long-term market forecasts to ensure supply continuity to regions
  • Monitor competitor products, sales, and marketing activities
  • Maintain research database by identifying and assembling market information
  • Provide input and feedback on PRS brand-related marketing strategies and materials, as requested
  • Help develop and deliver the platform messaging to ensure organizational consistency, relevancy, and factual accuracy
  • Consult with leadership continually on market development awareness activities
  • Other marketing responsibilities, as assigned by PRS Marketing leaders Qualifications:
    • Located in Central Standard Time Zone or Mountain Standard Time Zone
    • Bachelor's degree required
    • 1 year of corporate environment experience preferred
    • High integrity and ethics
    • Outstanding communication skills
    • Exceptional organizational and creative skills
    • Strong interpersonal skills, highly collaborative, and demonstrated ability to build effective working relationships across company functional areas
    • Self-starter and ability to prioritize and multi-task in a fast-paced environment
    • Strong project management skills, along with the ability to manage multiple tasks simultaneously
    • Ability to travel (up to 20%) domestically in US
      
      For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
      
      Why Join Us?
      
      A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.
      
      You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. And through the organization's investment in BD University, you will continually level up your tech skills and expertise.
      
      To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.
      
      To learn more about BD visit https://bd.com/careers
      
      Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
      
      PDN
      
      Primary Work Location
      USA IL - Vernon Hills
      
      Additional Locations
      
      Work Shift

Keywords: BD, Arlington Heights , Customer Success Navigator - Plastic and Reconstructive Surgery - Central (remote), Healthcare , Vernon Hills, Illinois