Senior Manager, Customer Success - Remote

Expected Travel: Up to 25%

Requisition ID: 9589

About Teleflex Incorporated

Teleflex is a global provider of clinically effective medical technologies designed to improve the health and quality of people’s lives. We apply purpose driven innovation – a relentless pursuit of identifying unmet clinical needs – to benefit patients and healthcare providers. Our portfolio is diverse, with solutions in the fields of vascular and interventional access, interventional cardiology, surgical, anesthesia, cardiac care, interventional urology, urology, emergency medicine and respiratory care. Teleflex employees worldwide are united in the understanding that what we do every day makes a difference. For more information, please visit teleflex.com.

Interventional Urology – The Interventional Urology business unit of Teleflex is dedicated to developing innovative, minimally invasive and clinically effective devices that address unmet needs in the field of urology. Our flagship product, the UroLift® System, is the #1 minimally invasive procedure in the U.S. for treating an enlarged prostate, also called Benign Prostatic Hyperplasia, or BPH.* It is a proven approach that does not require heating, cutting, or destruction of prostate tissue.1 Join a dynamic, growing team that offers healthcare providers an array of medical technology solutions that make a difference in patients’ lives.

*U.S. 2022 estimates based on US Market Model 2022-24 (5-17-22 FINAL), which is in part based on data provided by Symphony Health PatientSource® 2018-21, as is and with no representations/warranties, including accuracy or completeness.
1. Roehrborn, Can J Urol 2017

Position Summary

The Sr. Customer Success Manager leads the strategic and multifacted execution plan to optimize every touchpoint within the customer journey, for both internal and external IUBU customers. As member of the Commercial Enablement leadership team, this position ensures best-in-class service for our customers, sales organization, and all key stakeholders through the removal of barriers to maximize sales efficiency and effectiveness and the facilitation of key patient education programs. The position leads a team of associates and managers delivering exceptional solutions. He or she will have a proactive, can-do attitude, exceptional communication skills, a proven track record of cross-functional collaboration, and excellent interpersonal skills. This leader must influence without direct authority across the matrix and with cross functional teams. Successful candidates will thrive in a fast-paced environment, excel in ruthless prioritization, and deliver effective change management. Success will be measured by national sales performance and improvement in KPIs related to program and project initiatives, back-office functions, and employee engagement survey results.

Principal Responsibilities

•    Lead the objective and strategy development to deliver +10% incremental selling time back to the salesforce. 
•    Collaborate with local sales counterparts to identify and deliver solutions that meet customer needs with the goal of maintaining and growing our number of active surgeons 
•    Establish productive working relationships with sales colleagues to enable successful customer onboarding, support targeted inactive surgeon re-engagement activities, and quarterly business review content related to patient education and co-marketing programs
•    Partner closely with Sales, Sales Leadership, and cross-functionally to identify, deploy, and standardize systems and processes to ensure back-office functions and customer experience impact are optimized
•    Partner with Customer Service and Teleflex Shared Services to facilitate optimal customer experience to include order execution, pricing and contracts, and credit to cash, and communicate key updates to stakeholders in real-time
•    Spearhead the prioritization of Blue Ocean initiatives with the Commercial Programs and Projects Leader; Lead aspects of newly created Blue Ocean initiatives and key commercial projects, ensuring IUBU removes barriers to get work done 
•    Lead team to drive program depth and execution within area to ensure wide-spread adoption of strategic programs and initiatives.
•    Serve as CRM champion, will work closely with sales reps and managers to drive adoption of commercial systems and processes and embed best practices
•    Use data to identify knowledge or skill gaps across the sales team and develop and execute training content in partnership with Sales Training
•    Serve as a liaison between sales, commercial operations, and other cross-functional teams and partner with cross-functionally to analyze and report the effectiveness of integration, implementation, and performance of key initiatives and KPIs
•    Exceed metrics related to Area sales performance, functiona