Job Description Summary

The Strategic Account Manager (SAM) is accountable driving Customer Success, Business Retention and Customer Experience at BD’s largest, most complex, and unique health system (IDNs) customers in the US Region. The SAM will represent the entire BD portfolio and collaborate with a multi-functional matrix team consisting of SCVPs, business unit national accounts, BU sales, clinical services, GPO, customer care, supply chain, channel management, marketing, medical affairs & quality to ensure the customer’s identified goals & objectives are achieved and BD business is retained. This role is accountable for collaborating on the development and executing business retention, customer success, and customer experience strategies tailored to each unique customer situation.

Job Description

We are the makers of possible! 

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. 

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us. 

Key Responsibilities

• Lead Customer Success at assigned large accounts: Working across all business unit sales teams to identify, capture, track and document customer value creation, and leverage Customer Success as a strategy for business retention.
• Think expansively about the value BD can bring to our customers across all solution sets – Enterprise Thinking/Strategic Approach
• Generate fresh business solutions that improve the customer experience and establish BD as the preferred partner. This will drive business growth and strengthen our ongoing customer partnerships.
• Analyze wide-ranging data sources independently, including sales, contracting, heat maps, and customer data to identify trends and opportunities for revenue growth and customer-specific strategies.
• Serve as a consistent presence at assigned accounts throughout the entire customer life cycle.
• Facilitate the prevention and resolution of complex customer issues/requests.
• Act as the BD point of contact for customer feedback, support, concerns, or questions, providing a warm handoff to responsible parties, as applicable.
• Support the SCVP in preparation for customer and internal meetings, including QBRs and Strategic Account Alignment Meetings.
• Partner with internal teams, as requested by SCG leadership, to support ongoing initiatives or customer inquiries.
• Monitor performance and provide insights (e.g., BD financial results, customer incentive attainment).
• Collaborate with the account team in the execution (contract, clinical, operational, etc.) of account plans.
• Serve as the 'One BD' enterprise account owner when no SCVP is assigned, driving sales, account planning, executive relationship development, and overall accountability for the account.

Skills and Capabilities:

• Results Driver: Proactively lead the process to grow accounts, accept accountability for achieving business goals, strong teammate but still a self-starter, no one needs to push you to excel
• Project Management: Lead members of account teams effectively, focused execution, accountability
• Innovator: Strategic approach, cross-pollinate ideas and collaborate directly with account enterprise decision makers to co-create value, create compelling & inspiring ideas to bring to customer decision-makers
• Relationship Lead: Gain access to executive and enterprise-level decision-makers, generate relationships that drive new revenue
• Domain Knowledge: Healthcare industry expertise, business acumen – understanding customer and BD profitability drivers, standard clinical workflow, BD Solutions, familiarity working with large clients
• Collaborator: Influence without authority, operate in ambiguous situations, executive Engagement and ability to lead executives at all levels
• Excellent customer interaction skills

Experience and Education:

• Bachelor’s degree required
• Minimum 5 years health care industry sales, account management, customer success, or related experience required
• Successful selling experience in healthcare consumables, capital equipment and/or healthcare IT strongly preferred
• Demonstrated understanding of hospital systems’ operations and decision making
• Experience with large health systems