Strategic Account Manager

1 month ago

Vernon Hills, United States Becton Dickinson Full time
Company Description

The Strategic Account Manager is an integral member of the SCG account team who engages with our most significant and strategic accounts. The role's primary purpose includes:

• Ensuring customer success by identifying, tracking, and documenting customer value creation
• Improving the customer experience by "taking the friction" out of doing business with BD
• Driving business retention by promoting and enabling the long-term adoption & retention of BD solutions and products by earning "partner of choice" status

The SAM collaborates with the account (SCVP, national accounts, and BU sales) and cross-functional teams (contracting, legal, GPO, contract compliance, supply chain, quality, channel management, etc.). It is responsible for prioritizing and determining the best way to deliver customer success, facilitating the resolution of customer issues, and supporting the account team in meeting business objectives.

Justification

Creation of a new role to support SCG GTM transformation, 5 SCVPs and 3 SCDs are impacted as a result of the transformation

Job Description

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 creativity 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 ground-breaking 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.

Key Responsibilities
  • Drive value creation for customer executives & enterprise level decisions makers - bringing together, validating, and detailing customer value creation from BD solutions & products.
  • Improving the customer experience and earning 'Partner of Choice' status - Promote and drive ease of doing business with BD to ensure business retention, growth, and continued partnership.
  • Act as a consistent presence at assigned accounts throughout the entire customer life cycle.
  • Facilitate the prevention and resolution of customer issues/requests. Examples of common issues/requests include:
    • Supply Chain logistics (e.g., allocations, back orders, subs, inventory issues, distributor, freight) - to be coordinated with SCAE where assigned.
    • Quote to Cash (e.g., billing, pricing, membership, A/R, credits/checks).
    • Ad-hoc customer requests (e.g., ESG, tier activation, rebate/incentive tracking, etc.)
  • BD point of contact for customer feedback, support, concerns, or questions, providing a warm handoff to responsible parties, as applicable.
  • Supports SCVP in preparation for customer and internal meetings, including QBRs and Strategic Account Alignment Meetings.
  • Partner with internal teams, as requested by SCG leadership, to support ongoing initiatives or customer inquiries.
  • Performance monitoring (e.g., BD financial results, customer incentive attainment).
  • Partner with the account team in the execution (contract, clinical, operational, etc.) of account plans.
  • Maintaining account plans and opportunity tracking.
  • 'One BD' account lead when no SCVP is assigned.
Skills and Proficiencies:
  • Results Driver: Customer value creation, BD business retention, managing to identified outcomes.
  • Project Management: Well-adapted execution, accountability, strong organizational capabilities.
  • Innovator: Asks questions and digs in, can come up with areas for account management to improve customer experience, defining customer success and outcome.
  • Sales Skills: Value articulation, objection handling, negotiation.
  • Proven Experience: Acute care industry, standard clinical workflow, BD Solutions.
  • Engagement Skills: Excellent customer interaction and conflict resolution skills, thrive in the matrix, influence without authority, and operate effectively in ambiguous situations.
  • A consistent record of strong communication and cross-functional collaboration skills.
  • Exceptional analytical, critical thinking, and problem-solving skills.
  • Proven customer-centric focus.
  • Excellent executive presence and executive communication skills - comfortable and confident in front of internal and external executives.
  • Ability and willingness to travel 20%.
Qualifications

Experience and Education:
  • Bachelor's degree required.
  • Minimum 2 - 5 years of sales experience, account management, customer success, or commercial operations are required.
  • Minimum 2 years experience in the healthcare industry, strong preference for experience with acute care organizations.
  • SAP, Oracle CRM, and Salesforce experience highly preferred.
  • Lean-Six Sigma or equivalent Process Improvement Certification a plus.


Additional Information

All your information will be kept confidential according to EEO guidelines.

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