Customer Success/KAM VP leader

Job Description Summary

The Group VP, SCG Customer Success & Strategy is accountable for the development, execution and leading the Customer Success for Strategic Accounts. Additionally, this role will continue to build standard for success and leading the ONE BD Key Account Management strategy.

Job Description

Our vision for the Customer Success/KAM VP Leader at BD:

This role is responsible for the Strategic Account Manager team (and build out of that customer facing team) supporting $4B of Revenue in the US Region. This leadership position will be required to build out and lead the Customer Success for Strategic Accounts in the US Region along with leading the team of dedicated Customer Success/Support (SAM's) to deliver an improved Customer Experience across all BDX. The leadership position focuses the team to improve the BD customer experience and ultimately improve the BD NPS.

This leadership position will be also lead the ONE BD Key Account Management strategy that connects all BU KAM and National Account Leaders and teams to drive standards of work for customer coverage, strategic account planning, customer coverage, and KAM strategies and for the US region

The ultimate measurements for success will be improving the BD brand at strategic accounts, objectively validating the value BD delivers at top accounts in metric format & improving the overall Customer Experience.

RESPONSIBILITIES:

Strategy and Execution

• Lead the BDx Customer Success, Customer Experience and Support strategy across the US Region at KAM covered accounts.
• Lead the ONE BD Key Account Management pillar across BDx connecting all BU National Account teams and BU Sales leaders to ensure alignment on top account strategies, sales enablement and growth
• Accelerate and drive key strategic GTM (go to market) needs across US region aligned with Government, IDN, Alternate Site & GPO customers.
• Lead the SCG ASR strategies and ongoing rigor on key project deployment.
• Lead the team of Strategic Account Managers - building standards of work to drive improved Customer Experience (CX) across US Region, customer success and customer support for US Region customers over $4B of Annual Revenue
• Lead the ONE BD Key Account Management strategy across US Region to drive cost effective go to market and profitable growth. Collaborate and lead MMS, MDS, UCC, PI, Surgery and IDS National Account leaders to enable improved and consistent go to market and strategic customer engagement.
• Lead, leverage, and collaborate with BU's, marketing, HEOR, medical affairs, R&D, and policy to identify shared opportunities to add value and optimize growth.
• Identify & determine go forward ideas on new ONE BD and KAM transformative models, resources, and solutions needed in order to accelerate strategic customer and US Region growth.
• Ensure market research & customer insights are connected in an ongoing basis to drive appropriate strategies and to understand customer needs and market opportunities driving clinical value and differentiation.
• Provide Customer Centricity in the establishment and deployment of go to market models that drive revenue and customer experience goals.
• Embrace and communicate the BD Core values.
• Ensure all business activities comply with relevant acts, legal demands, and ethical standards.

Supervisory/Management Responsibilities

• Support, manage, and develop a team of Strategic Account Managers ( SAM) who are responsible for delivering customer success, facilitating the resolution of customer issues, and supporting the account team in meeting business objectives
• Connect directly into other BU key strategic leaders and marketing leaders for BU teams to enable and ensure strategic customer growth and strategy alignment

Fiscal Responsibilities

• Responsible for SAM coverage of US Region SCG accounts of over $4B of Revenue
• Responsible for the Supply Chain Executive team coverage of over $2B of Revenue in Self Distribution accounts.
• Contribute to achieving the overall business group financial goals and managing the budget align to decisions for P&L profitability
• Utilize strong business and financial acumen to deliver both short and long-term growth tied to financial ASR projections.

EXPERIENCE & EDUCATION:

• College graduate degree. MBA preferred.
• Strong Process Oriented Leader - ability to build, deliver & execute standard work
• 15+ years commercial experience
• Preferred background in Sales, Consulting and/or Marketing experience.
• A record of success measured by accomplishments vs. objectives.
• Demonstrated experience achieving revenue and profitability budgets
• Successful selling experience in healthcare
• Proven ability to think strategically and execute operationally

KNOWLEDGE, SKILLS, AND ABILITIES:

This role requires extensive experience working in an IDN environment along with strong knowledge of US healthcare industry, while demonstrating the following capabilities:

• Spanning Boundaries (enterprise thinking)
• Growth mindset, strategic thinker
• Matrix Leadership
• Teamwork and Collaboration (Confirmed ability to work with others in a team environment)
• Identify and analyze business opportunities
• Apply business and financial acumen
• Drive and deliver results
• Negotiates effectively
• High Impact Delivery/Presentation
• Strong people leadership and influencing skills.
• Demonstrates ardent desire for ownership and accountability.
• Effective communication/feedback skills.
• Detailed knowledge and comfort with clinical processes, procedures, clinical partners, and hospital administration structure
• Ability to travel 50%

APPROVAL:

THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY ASSOCIATES ASSIGNED TO THIS POSITION. THIS JOB DESCRIPTION IS NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES AND SKILLS REQUIRED OF ASSOCIATES SO CLASSIFIED. I ACKNOWLEDGE MY UNDERSTANDING AND AGREEMENT

Click on Apply if this sounds like you!

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.

Primary Work Location

USA NJ - Franklin Lakes

Additional Locations

Work Shift