Customer Success Associate - Shockwave Medical

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

Job Function:

Sales Enablement

Job Sub Function:

Customer Success Management

Job Category:

Professional

All Job Posting Locations:

Santa Clara, California, United States of America

Job Description:

Johnson & Johnson is hiring for a Customer Success Associate – Shockwave Medical to join our team located in Santa Clara, CA.

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow and profoundly impact health for humanity. Learn more at https://www.jnj.com/. 

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Ready to join a team that’s pioneering the development and commercialization of Intravascular Lithotripsy (IVL) to treat complex calcified cardiovascular disease. Our Shockwave Medical portfolio aims to establish a new standard of care for medical device treatment of atherosclerotic cardiovascular disease through its differentiated and proprietary local delivery of sonic pressure waves for the treatment of calcified plaque.

Position Overview

 

The Customer Success Associate will provide professional, day-to-day support and communications with our field sales representatives and clinical specialists, as well as customers, by utilizing a broad knowledge of Shockwave Medical products, services, and policies. In addition to processing trunk stock, consignment, and direct orders, the CSA will play an essential role in order management analytics and value-added initiatives.

Essential Job Functions                                                                                                                 

 

• Be the point-person for a US sales region, owning all the case requests and order needs.

• Actively manage Customer Service cases in Salesforce to ensure response times to customers meets and exceeds service level agreement levels.

• Significant knowledge of account details such as pricing, delivery methods, and special requirements per contracts, as well as any special quotation discounts is required based on research across multiple systems.

• Communicate with Shockwave customers and sales/clinical representatives over phone and email.

• Work with the operations team to get products to our customers when they need it.

• Process sales orders and work with customers in the event of PO issues or discrepancies.

• Enter specialty orders when needed.

• Follow detailed controls for shipments by product line and account, such as during new product releases.

• Meet all daily/monthly/quarterly shipment and invoicing deadlines.

• Provide ordering-pattern analytics per account on a daily/weekly/monthly basis and review any divergences with sales team and customer.

• Investigate electronic order-upload errors from Electronic Data Interchange (EDI) and Optical Character Recognition (OCR) processing to determine root cause and implement solutions; work with business systems team as needed for system resolution of recurrent errors.

• Participate in workflow analysis for new acc