BD (Becton, Dickinson and Company) Consultant, Customer Optimization in Birmingham, Alabama

Job Description SummaryThe Customer Optimization Manager (COM) works directly with the Sr. Account Manager (Sr. AM) to support the client’s on-boarding, adoption, basic support resolution, and overall success with MedMined services. The (COM) serves as a primary client contact and facilitates communication across the company, provides counsel and guidance aimed at ensuring a positive onboarding and training experience. The COM in partnership with the Senior Account Manager is an internal advocate for the client, drives internal support for issue resolution, and proactively sets appropriate expectations, and provides service that exceeds customer expectations.

The COM will facilitate appropriate application training, assist in solving customer concerns, and address product knowledge questions, and partner with the client to increase the effective use and adoption of the application. Overall, the Customer Optimization Manager position requires training agility, collaboration, strong customer focus the ability to create visible value that results in long term customer satisfaction.

Job Description

The Customer Optimization Manager (COM) works directly with the Sr. Account Manager (Sr. AM) to support the client’s on-boarding, adoption, basic support resolution, and overall success with MedMined services. The (COM) serves as a primary client contact and facilitates communication across the company, provides counsel and guidance aimed at ensuring a positive onboarding and training experience. The COM in partnership with the Senior Account Manager is an internal advocate for the client, drives internal support for issue resolution, and proactively sets appropriate expectations, and provides service that exceeds customer expectations.

The COM will facilitate appropriate application training, assist in solving customer concerns, and address product knowledge questions, and partner with the client to increase the effective use and adoption of the application. Overall, the Customer Optimization Manager position requires training agility, collaboration, strong customer focus the ability to create visible value that results in long term customer satisfaction.

Roles and Responsibilities

  • Collaborate with the Sr. AM to monitor the health of assigned clients and to define action plans basedon account health results

  • Provide timely updates to Sr. Account management teams about potential areas of customer dissatisfaction and/or about opportunities at customer site

  • Lead the development and execution of training plans to achieve identified customer outcomes for assigned accounts

  • Lead and assist the customer with data validation activities to ensure a complete and positive onboarding experience

  • Has in-depth functional expertise and broad knowledge of the MedMined suite of products

  • Demonstrates deep customer, technical/regulatory and/or clinical expertise; collaborates with appropriate parties to identify the drivers leading to customer issues

  • Collaborate cross-functionally to shepherd customers through the issue resolution process by providing clear guidance about next steps and maintaining open lines of communication

  • Assist in prioritization of support efforts based on alignment with business goals, strategic direction, voice-of- customer feedback, and timelines

  • Demonstrates ability to build and maintain relationships through strong team collaboration and effective communication skills

  • Is self-motivated to go above and beyond for superior customer service

  • Exhibits competency in Microsoft Office Professional tools, Virtual and Live Presentations, and tactical prioritization of responsibilities

Requirements

  • Bachelor's degree required

  • Master’s degree or clinical experience preferred

  • 1-3 years' related experience in a professional business setting

  • Proven product knowledge in business area preferred

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Primary Work LocationUSA AL - Birmingham - Vestavia

Additional Locations

Work Shift

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