Strategic Account Services Lead

4 weeks ago

Johannesburg, South Africa Medtronic Full time

**Strategic Account Service Lead - Customer Care South Africa**

**Careers that Change Lives**

In synergy with Commercial Partnership and all supporting Functions, your role is to offer dedicated support exclusively to your assigned Strategic Accounts. In close cooperation with the Strategic Accounts Managers (SAM), striving for outstanding customer experience by establishing a loyal and trusting relationship, and making it easier to do business with us. Therefore, you will invest most of your time and expertise directly with customers.

You will maintain close contact with key stakeholders within the commercial teams and your Strategic Customers, providing regular updates on operational performance. Monitoring service performance and identifying issues early to prevent, and efficiently deal with Customer’s escalations. Analyzing service KPI’s through reporting and internal dashboards to support and improve customer services.

**A Day in the Life**
- Build a personal and trustful relationship with the Customer, within the Commercial Partnership account team and Internal Stakeholders, 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
- Be responsible for monitoring and analyzing KPI’s, SLA’s and other operational reports, to fix and prevent issues, identify root causes and drive improvements to provide the best services‘ offer in coordination with Supply Chain, Order to Cash and the Sales Force
- Get to know the Customer’s environment, needs, business requirements as well as competitors’ offer in order to help the organization aligning and exceeding Customer’s 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 Haves
- Bachelor’s Degree or equivalent experience
- 4+ years relevant experience
- Fluent in local language and English
- Customer Experience mindset - listen, collaborate, proactive solutions identification
- Analytical skills with the ability to work with KPIS combined with Enterprise Resource Planning (preferably SAP) knowledge

**Nice to Haves**
- Ability to understand the OTC (Order to Cash) End-to-End Medtronic process combined with customer specific needs
- Ability to understand / explore new advanced service solutions available in the market (new delivery channels, new inventory management solution, new digital ordering opportunities etc.)
- Strong presentation skills combined with clear verbal and communication skills
Additional requests
- Willingness to travel in order to visit customers and/or Center of Excellences

**We Offer
We offer a competitive salary and benefits package to all our employees:

- Flexible working environment
- Annual Incentive Plan % depending on company results
- Pension scheme and group discount on healthcare insurance
- Training possibilities via Cornerstone/Harvard Manage Monitor/Skills Lab
- Employee Assistance Program and Recognize (Our global recognition program)

**About Medtronic**
Bold thinking. Bolder actions. We are Medtronic.

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people. Powered by our diverse knowledge, insatiable curiosity, and desire to help all those who need it, we deliver innovative technologies that transform the lives of two people every second, every hour, every day. Expect more from us as we empower insight-driven care, experiences that put people first, and better outcomes for our world.

In everything we do, we are **engineering the extraordinary.
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