BD (Becton, Dickinson and Company) Strategic Account Performance Leader, Women's Health & Cancer in Durham, North Carolina
Job Description SummaryThe Strategic Account Performance Leader, WHC is created to drive and support the efforts of our WHC platform to optimize implementation, maximize the impact of our solutions, and delight our customers. The Strategic Account Performance Leader, WHC will play a critical role in the execution of our WHC strategy across all regions. The role will join the Global WHC Platform and will directly collaborate with Global Marketing, Global Services, Regional Services and Marketing teams as well with R&D and sustaining engineering teams. The Strategic Account Performance Leader, WHC will develop and implement best in class practices, tools and processes that will optimize our customer experience as well the performance of our solutions during their life cycle across all customer settings. The role drives organizational initiatives aimed at improving the quality and effectiveness of new account implementations and performance of our solutions across customer settings in line with the WHC platform goals and customer KPIs. To achieve this, the role works cross-functionally with multiple business and functional teams, both global and regional, and leads them in the identification, scoping, management and execution of continuous improvement initiatives that will contribute to increased performance of our solutions during implementation as well as during their life cycle, resulting in meeting and exceeding the expectation of our customers.
Monitor performance of key accounts during implementation, go live, as well during their life cycle
Collaborate with customer service, service, regional marketing, regional sales, and supply chain to drive the execution of plans through the functions. Scope of the plan to include ordering, installation, training, validation, go-live.
Actively monitor complaints from key accounts, developing an action plan with customer service, service, regional marketing, regional sales, and supply chain, to quickly, efficiently, and economically resolve the complaint.
Provide a monthly dashboard to the business leader of the following:
Key account progress and status, including plan to resolve customer or internal issues.
Status and progress of continuous improvement programs
Partner with the DS Customer Experience team on quarterly surveys to assess BD customer experience, and incorporate this feedback into project planning and execution.
Represent the voice of the customer and marketing in sustaining engineering projects and prioritization.
Key Leadership Qualities include:
Demonstrate and promote leadership courage by doing what is right and by always keeping the customer at the center of every decision.
Collaborative leadership style is critical to success.
Dealing with ambiguity: Demonstrate agility and action orientation when facing change and uncertainty. Effectively manage change and instill confidence.
Promote accountability and a drive for execution.
Influence others: Intuitively and quickly assess people and situations and act accordingly. Demonstrate strong persuasion and timing skills.
Display strong analytical and strategic thinking and reinforce this behavior in matrix interactions
Encourage and promote inclusive and diverse thinking, from both an internal and external view
Excellent communication, interpersonal and persuasion skills
Requires a BS (Life Science discipline strongly preferred), Operations/Supply Chain or Business is strongly preferred.
Requires seven to ten (7-10) years of related service, and/or key account project management experience.
Requires a minimum of 5 years’ experience in the healthcare or diagnostics industry.
Requires the ability to lead a team with influence, including motivating and aligning the team in the face of competitive priorities.
Solid business and financial acumen is desired.
Work experience in a life sciences, clinical diagnostics, or medical devices company is preferred. Experience in immunology, cancer, or molecular biology is desirable, with ideal experience including HPV or infectious diseases.
Prior management experience is desired.
Ability to travel up to 50% (primarily US, but occasionally international)
Primary Work LocationUSA NC - Durham (Tripath Oncology)
Additional LocationsUSA MD - Baltimore
Work ShiftNA (United States of America)
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.