Job Information
Stryker Senior Customer Excellence Manager in Chicago, Illinois
We are excited to be named one of the World’s Best Workplaces by Fortune Magazine! We are proud to offer you 12 paid holidays annually. For an overview of our benefits and time off, please follow this link to learn more:US Stryker employee benefits. (https://d25zu39ynyitwy.cloudfront.net/oms/000000/document/2024/6/SMVZW_USStrykerEmployeebenefits/USStrykerEmployeebenefits.pdf)
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 Upper Extremities market and will organize and execute on 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 & key metrics are achieved. You will serve as an extension of the marketing team in the field to support clinical education events and national academic meetings. Core areas of focus will be education and training, clinical 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 fellows engagement
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 KOL program directors to optimize engagement and experience with Fellows
Create strategies and programming that lead to the early adoption of Blueprint software before or during fellowship
Partner with sales and Digital Field Marketing team to execute onboarding of new Fellows
Collaborate with Medical Education 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
Responsible for partnering with Sports Medicine cross-divisional partners on fellows programming
Drive awareness to all fellowships
Collaborate with Medical Education to help lead course details, agenda, faculty selection, 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 the lead to participation in programming and events
Collaborate with sales to drive local support to residencies and fellowships
Fellows Transitions execution
Develop program and tracking for transitioning fellows into practice.
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 societies and fellowship programs.
Partner with consultants and future thought leaders to drive engagement.
Improves methods for maintaining customer feedback/ responsiveness.
Initiates and drives new products and services based on changing customer needs as well as new customer segment
Program Design
Development and implementation of innovative training platforms for internal and external customers
Continually monitors market trends and mentors’ others on strategic focus.
Continually monitors and evaluates current strategy and makes recommendations on adapted strategies.
Defines key learning objectives for training curriculum.
Collaborate with key stakeholders
Develop organizational capabilities by working closely with regional/internal & external Customers
Ensure Residents/Fellows strategy is integrated into marketing and business strategic plan
Project Management
Set direction and shape future needs for entire Residents/Fellows program offering.
Lead critical projects that span cross regional, cross divisional or new market opportunity
Full understanding of competitive strategies and approaches
Training Delivery
Provision of innovative methods in education for both our internal and external customers.
Drive improvements in our medical education offering including digitizing the sales training process, product education and positioning by applying VOC.
Effectiveness Measurement
Develops and recommends functional objectives, including budget projections.
Establish metrics and goals/success criteria and milestones.
Conducts analyses and implements lessons learned.
Defines areas of improvement and develops action plans to address as needed.
Strategic Vision
Uses strategic planning to enable organizational learning.
Supports creation of key strategy documents: strategic plan, annual operational plan.
Gains organizational alignment and communicates plan with key stakeholders.
Contributes in developing the entire Residents/Fellows strategy for the organization.
Budgets/P&L
Manage Residents/Fellows budget in accordance with P&L requirement.
Define budget, secure funding, prioritize investments and creatively seek alternatives to optimize our spend.
Evaluate past business decisions and associated budgetary considerations and impact.
Organizational Capabilities
Lead activities designed to enhance organizational capabilities across Marketing and Medical Education team and leverage existing global material, programs (for international as appropriate).
Investigate and recommend new technology and its potential for use in Resident/Fellows programs.
Customer/Business Centric Development
Identify unmet needs within the Resident/Fellows space and partner/ create and implement new technology aimed to aid in adoption of Stryker product and improve patient outcomes.
Demonstrate strong collaboration with other divisions to share best practices and learn new approaches.
Brand Stewardship
Cascade divisional/marketing branding and strategy
Support and implement divisional branding to drive excellence in our industry
Communication Planning
- Partner with Marketing Communication, Marketing and Sales Leadership as well as across Stryker's Medical Education teams to drive differentiation across our industry
What you need:
Bachelor’s degree required
MBA Preferred
10+ years of work experience required
7+ years of medical device or Medical Education experience preferred
7+ years of relevant clinical experience in Orthopedics
Experience working within complex interdivisional procedures and policies
$112,800 - 239,900 salary plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.
Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.
Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.
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