Program Manager - Customer Education Visit Program

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.   

Responsible for the development of the overall strategy and management of the Customer Education Visit Program, a high touch, individualized Medical Education offering across business units for Smith & Nephew. Design and implementation of a best in class, repeatable approach and process for the Customer Visit Program ensuring excellence in the customer experience. Strategically align with the business to integrate business development opportunities and build and drive support for program. Act as consultant and collaborate with the sales organization and business. Translate the business strategy and the customer education goals into a targeted and individualized learning experience. Primary liaison for Executive and Senior Leadership, Sales, Marketing, R&D, and Medical Education in the design, development and planning of these high profile and critical events

What will you be doing?

• Development of the Medical Education Customer Visit Program Strategy inclusive of a scalable, repeatable approach and process ensuring a differentiated best in class Customer experience.

• Strategically aligns with the business to support business development opportunities.

• Understand learning pathways and HCP engagement pathways to determine where a Customer Visit could/should support.

• Build partnerships and influence change to drive commitment and support of the program.

• Understand key strategies across S+N businesses and translate those strategies into targeted learning experiences, to support the business and the Health Care Professional (HCP) on their learning pathway.

• Develop and maintain relationships with business partners (Marketing, R&D, Medical Education, Sales, etc.).

• Act as Consultant to the sales organization, design the agenda content and facilitate the planning of the individual Customer Visit ensuring alignment with S+N Strategic imperatives.

• Develop and implement a communication strategy and plan to ensure Executive and Senior Leadership support of and engagement in the overall program and individual events.

• Develop, implement and maintain program metrics.

• Analyze feedback and results of program sharing key data and insights with the business and partners.Adjust program strategy and implementation based on feedback as well as based on changes to business strategies.

• Communicates program performance effectively and professionally cross functionally, cross business units and to Senior Leadership Team.

• Develop and maintain inventory of key topics and respective subject matter experts.

• Partner with Marketing to create and maintain sample inventory to be used exclusively in visit center.

• Develop and implement a consistent strategy and plan to ensure internal teams are fully prepared for their engagements with the Customers inclusive of key customer data and background information prior to program.

• Provide guidance to the event planners in the logistics planning process.

• Develop on-site customer/program concierge strategy inclusive of Leadership presence.

• Will be on-site for key programs.

• Embraces Smith & Nephew Business ethics, adheres to stated corporate compliance policies, always represents Smith & Nephew appropriately, and holds colleagues to the same standards.

What will you need to be successful?

• Bachelor Degree or 8+ years of experience in medical devices

• 5+ years-experience in Med-Tech industry in a customer facing role (i.e. Marketing, Medical Education, Sales, etc.)

• 5+ years working effectively with cross-functional teams

• Highly effective interpersonal skills and the ability to develop relationships with internal and external customers. Excellent articulate communication skills both in writing and speech

• Proven ability to manage multiple priorities while maintaining a high level of customer service

• Strong program/project management skills and attention to detail (planning, prioritization, objective setting, meeting management and implementation

• Travel Requirements: up to 25%

You Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.    

• Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/) 

• Your Future: 401k Matching Program, 401k Plus Program, Discounted Stock Options, Tuition Reimbursement