Job Description Summary

The Director of Strategic Account Management reports directly to the VP of Customer Success and Key Account Management and is responsible for leading and managing a team of Strategic Account Managers (SAMs). The SAMs are responsible for 1) Customer Success, 2) the Customer Experience, and 3) Business Retention. This role works closely with national accounts, sales, and cross-functional operations teams to prioritize and determine the best way to deliver customer success, facilitate the resolution of customer issues, and support the account team in meeting business objectives with our largest IDN customers in the US Region. The Director of Strategic Account Management is people leader with direct reports.

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. 

Responsibilities:

• Lead, manage, and mentor a team of Strategic Account Managers with an objective of driving Customer Success, Business Retention, and improving Customer Experience.
• Accountable for the development and on-going refinement of the Customer Success and Business Retention ‘Go to Market’ strategy for the Strategic Customer Group
• Ensure consistent implementation and execution of SCG ‘Standard Work’
• Monitor and proactively refine SCG ‘Standard Work’ for Customer Success, Customer Experience, and Business Retention
• Collaborating with cross-functional teams, develop and implement US Region strategies to improve the customer experience and earn 'Partner of Choice' status with our largest strategic accounts
• Ensure consistent SAM customer engagement at SCG accounts throughout the entire customer life cycle
• Leads internal teams to support ongoing initiatives and projects in support of SAM objectives
• Accountable for the achievement of identified financial objectives and KPIs
• Coaches SAMs in the development and execution of customer strategies to achieve financial objectives
• Provide SAM and Mid-market account coverage as required

Skills and Competencies:

• Proven experience in leading and managing teams
• Strong results orientation with a focus on customer value creation and business retention
• Excellent project management skills with a focus on execution and accountability
• Innovative mindset with the ability to identify areas for improvement and define customer success and outcomes
• Strong sales skills, including value articulation, objection handling, and negotiation
• Proven experience in the acute care industry and with BD Solutions
• Excellent engagement skills, including customer interaction, conflict resolution, and the ability to thrive in a matrixed environment
• Effective communication and cross-functional collaboration skills
• Outstanding analytical, critical thinking, and problem-solving skills
• Demonstrated customer-centric focus
• Excellent executive presence and communication skills
• Ability to travel 40%

Experience and Education:

• Bachelor's degree required
• Minimum of 7-10 years of experience in sales, account management, customer success, or commercial operations
• Direct people management experience preferred
• Experience in the healthcare industry, with a strong preference for experience with acute care organizations
• Lean-Six Sigma or equivalent Process Improvement Certification a plus

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under “Our Commitment to You”. Salary ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary offered to a successful candidate is based on experienc