Senior Manager, Deployment Customer Experience

Requisition ID:  34824  

 

At Terumo Blood and Cell Technologies, our 8,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world. For Terumo, for Everyone, Everywhere.

 

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient’s life every second of every day and are committed to continuing to increase the number of patients we serve. Advancing healthcare with heart.

 

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference. Join us and help shape wherever we go next. You create your future and ours.

 

As the Senior Manager, Deployment Customer Experience, you’ll shape and elevate the entire customer deployment lifecycle for transformative medical technologies. In this role, you’ll lead deployment readiness, hyper care, and ongoing support; design seamless customer journeys; build scalable processes; guide command‑center support models; and leverage data‑driven insights to continuously enhance outcomes. You’ll collaborate closely with cross‑functional partners while leading a team of subject matter experts who ensure customers realize exceptional value at every stage. This role is ideal for a strategic, solutions‑oriented leader with deep ERP/CRM expertise, strong process‑design capabilities, and a passion for creating customer experiences that make a meaningful impact.

 

ESSENTIAL DUTIES

Deployment Readiness

• Map the customer journey from deployment planning through go live. Work with the customer to develop and implement processes and standards, systems, behaviors and communications for an intended experience.
• Develop objectives and implement Terumo BCT readiness checklists for each deployment scenario, as applicable.
• Working with internal resources and with customers, define mock cutover testing scenarios and procedures.
• Manage all aspects and ensure execution of Terumo BCT readiness for multiple and rapid parallel deployments. Communicate with business stakeholders, process owners and customers at key milestones during deployments.
• Define KPI and implement systems and process for data capture and reporting. Analyze performance data and implement process changes as needed. Deliver KPI in customer business reviews.

Hyper care and Support

• Map the customer journey from go-live through hyper care and support. Work with customers and Global Services to design an intended experience, and implement models that scale with customers, market and business units.
• Implement hyper care and support ‘Command Center’, technology and process to ensure all customer issues are resolved.
• Promote hyper care and support models across business areas and functions to enhance the customer value realized by these programs.
• Create criteria and metrics that define hyper care and support phases. Create data visualization and reports, and present in customer business reviews.
• Exercise authority and leverage data in negotiation with the business on mission-critical issue resolution, escalation, and communication.
•  Represent the customer and Global Services in working cross-functionally with I&D, Commercial, Service and others in process improvements, enhancements and prioritization.

Management

• Manage and provide leadership for the functional group’s development, direction, and effectiveness, adhering to organizational policies and processes and supporting overall business and corporate objectives.
• Create a highly functioning team of subject matter experts to represent the customer to the business and execute the intended customer experience.

 

MINIMUM QUALIFICATION REQUIREMENTS

Education

Bachelor’s degree Master’s preferred, or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.