Senior Customer Excellence Manager - West US Region

Work Flexibility: Remote

Who we want:

Hard-working winners. Confident, competitive, and results-oriented professionals who create a track record of success.

Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.

Effective communicators. People who can interpret information clearly and accurately to concisely communicate results and recommendations to stakeholders.

Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices.

What you will do:

This position serves as the face of the organization to the resident and fellowship programs within the business unit and will organize and execute all activities related to the program. In this role, you will direct and oversee the strategy and implementation of the resident/fellows program and ensure that core activities are driven and key metrics are achieved.

Core areas of focus will be KOL management and Business Development, education and training, product support, Resident/Fellow tracking and internal transition when moving to practice, development of relationships, and support of residency/fellowship program needs in close partnership with medical education, sales and marketing. 

Strategy & Alignment

• Responsible for creating and maintaining a strategic plan for fellow’s engagement and capturing following training
• Ensures all strategies are aligned to the corporate and business unit objectives.
• Collaborate effectively with various cross-functions to ensure aligned execution on all strategic programs.
• Responsible for updating strategy effectiveness through the development and tracking of key metrics.
• Measuring Fellows program effectiveness and making change recommendations based on findings.

Collaboration & Program Execution

• Continuous benchmarking of best practices related to the interaction & engagement with Fellows.
• Implementation & training of reps on best practices & programming surrounding the fellows strategy.
• Partner with sales reps, sales leadership, and Fellowship program directors to optimize engagement and experience with Fellows.
• Drive adoption of Blueprint into all fellowships
• Create strategies and programming that lead to the early adoption of Blueprint before or during fellowship.
• Partner with sales and Digital Field Marketing team to execute the onboarding of new Fellows.
• Drive new strategies that educate all fellowships with Blueprint software and associated programming.
• Collaborate with Med Ed to execute programming that connects Fellows with surgeon thought leaders in education programming involving Blueprint.
• Establish metrics for monitoring Blueprint adoption in fellowships and recommend strategic changes, when necessary, to improve effectiveness.

Fellows Course program execution

• Responsible for partnering with Medical Education to drive attendance with fellows at the annual fellows course.
• Drive awareness to all fellowships.
• Collaborate with Medical Education to help lead course details, agenda and execution needs.
• Provide on-site and in-lab support and leadership.
• Work with faculty to deliver on program objectives.
• Broaden Stryker exposure across residencies and fellowships.
• Develop strategies that lead to participation in programming and events.
• Collaborate with sales to drive local support to residencies and fellowships.

Fellows Transitions execution

• Collaborate with current and future sales reps to ensure Fellows are effectively transitioned within Stryker when moving into practice.
• Track and drive internal execution of 100% of all trained fellows into their new practice.
• Train receiving reps on best practices for supporting the transition of new surgeons into their territories.

Technical/Procedure Insight

• Demonstrate technical expertise to facilitate HCP medical education programs. 
• Demonstrate ability to transmit knowledge; technical/ clinical/ health economics.                                                          
• Expert in marketing strategy, segmentation concept, and sales process.

Market Insights

• Analyze competitive education and training activities to determine best practices.
• Anticipates new customer segments and tailors marketing strategies to meet both current and future customer needs.
• Deploys resources to measure, monitor, and direct changes to marketing strategy to drive customer engagement.

Customer Engagement

• Strengthen partnership with key so