Job Description Summary

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.

About the role:

Senior Program Manager, US Account Management & Customer Success is a US based marketing position that partners closely with internal team members to best serve and support the PRS customer base and overall US business. As a Manager within PRS US Marketing, you will play a crucial role in the success of our GalaFLEX business. Your primary responsibility will be hospital account management and data analytics to support US business. You will work closely with cross-functional teams to develop, coordinate, and execute pricing strategies for the US business, provide hospital account management, including contract negotiations and pricing approvals, and US regional account leadership .

Key responsibilities will include:

• US hospital account management including pricing strategy/implementation
• Act as business liaison with BD Surgery National Account Management
• Uses discretion to provide approval and resolution for pricing discrepancies, returns, inventory consignment contracts, trial evaluations, and customer credits/refunds for all US Private Practice customers
• Facilitate implementation and execution of pricing strategy, in partnership with PRS Leadership
• Lead and organize US region data analytics
• Design and build US business dashboard and support monthly and quarterly report out to leadership
• Provides oversight and backup/coverage for PRS Customer Success Navigators (Regionally based/assigned remote account managers)
• Virtually interfaces with accounts via telcon, email and/or text/phone
• Responds to and/or streamlines account inquiries to the appropriate internal partners, such as order entry, billing resolution, complaint management, etc.
• Works collaboratively with internal partners to establish new accounts and pricing contracts
• Resolves pricing discrepancies with customer and PRS customer care and establishes/ renew pricing contracts for existing customers
• Facilitates urgent/last minute order fulfillment, via trunk stock
• Coordinates product returns and works with internal team to refund or credit customers in a timely manner
• Acts as product expert and responds to product inquiries from customers and directs inquiries to medical affairs, as appropriate
• Support accounts and advise on product sizing, storage requirements, etc., according to the instructions for use
• Fulfills product literature requests and distributes collateral, guides, and content as required
• Escalate customer issues for PRS leadership decision
• Embrace a data driven management approach, using SFDC and other software to effectively measure, track and report our successes and challenges across region
• Participate in continued education and compliance around appropriate commercial execution
• Occasionally may provide oversight and backup/coverage for PRS Customer Success Navigators (Regionally based/assigned remote account managers)

About you:

• Ability to influence without authority and effectively work cross-culturally in a fast-paced, high-growth, matrixed environment
• Analytical and process-oriented with the ability to translate general ideals, concepts, and trends into actionable plans and financial outcomes
• Effectively prioritizes and allocates resources to drive most impactful business outcomes
• Outstanding analytical skills and written and verbal presentation skills
• Aspires to future leadership roles in Marketing
• Experience working within regulatory and legal compliance guidelines
• Outstanding communication skills
• Exceptional organizational and creative skills
• Strong interpersonal skills, highly collaborative, and demonstrated ability to build effective working relationships across company functional areas
• Self-starter and ability to prioritize and multi-task in a fast-paced environment

Education and experience required:

Senior Program Manager: 6 - 10 years business experience in medical device or combination drug/device industry with a bache