Key Accounts Support, Product Lead

Thank you for your interest in working for our Company. Recruiting the right talent is crucial to our goals. On April 1, 2024, 3M Healthcare underwent a corporate spin-off leading to the creation of a new company named Solventum. We are still in the process of updating our Careers Page and applicant documents, which currently have 3M branding. Please bear with us. In the interim, our Privacy Policy here: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ continues to apply to any personal information you submit, and the 3M-branded positions listed on our Careers Page are for Solventum positions. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description:

Key Accounts Support, Product Lead

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role:

As a Key Accounts Support, Product Lead, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. In this role, you will make an impact by:

• Enhancing Customer Experience: Providing technical support to ensure the seamless operation of Solventum software and interfaces, reducing system downtime, and improving client satisfaction.

• Resolving Technical Issues: Assisting customers with troubleshooting software applications, interfaces, and system configurations.

• Optimizing System Performance: Conducting system health checks and identifying opportunities to enhance efficiency.

• Ensuring Effective Escalation: Managing escalations and collaborating with senior resources and development teams to resolve complex technical issues.

• Supporting Team Collaboration: Working closely with internal teams, including Customer Care and Development, to address technical concerns and improve customer support processes.

• Driving Process Improvements: Identifying opportunities to enhance workflows and improve support efficiency.

Primary Responsibilities (including but not limited to):

• Manage projects and operational reporting activities between Key Account Support internal team and Product Development.

• Support process improvements by documenting troubleshooting steps, solutions, and best practices.

• Assess and manage the mechanisms for providing exceptional technical communication between Key Account Support and Development. Make recommendations for changes in processes, procedures, and systems. Implement changes as approved or as required.

• Assist in identifying operational reporting focusing on various processes within support case management.

• Participate in direct client calls addressing various application topics.

• Tier 2 support for team members assigned Cases

• Unassigned Case and Task triage, and Case grouping by assigned team members

• Liaison between EIT and Key Accounts for projects and go-lives

• Deliver training oversight for new employees and current team members

• Meet personal Case closure goal each month

• Ensure Solventum HIPPA & PHI Policies and Procedures are followed

• Drive team, and team members, to reach personal, and team goals, set by Manager

• Work with EIT and Development resources to solve challenging Solventum software problems for clients

• Perform general Case quality assurance auditing, as well as team member case load Case reviews

• Provide feedback to Manager on issues/concerns of team or work processes

• Meet with Manager weekly, minimum, to discuss team's goals/objectives and progress

• Work on individual, team, and special projects as required.

• Represent Solventum in communications with external customers and Solven