Customer Experience Manager in Greenwood Village, CO at Stryker Corporation

Date Posted: 7/24/2019

Job Snapshot

Job Description

Job Description: Stryker’s Sports Medicine business delivers a wide range of innovative sports medicine implants, instrumentation, resection, and biologic solutions. Our focus is on minimally invasive and open approaches to the shoulder, knee, hip, and small joints. We deliver a comprehensive and innovative portfolio of products and business solutions to help our customers excel both clinically and operationally. Our goal is to restore someone’s normal lifestyle after an injury, explained in our motto of “motion regained, life renewed”. We are excited to continue expanding our diverse team, where we strive to create an inclusive culture, grounded in Stryker’s mission and values. 

Under the Medical Education team, this individual will take ownership of the Sports Medicine Customer Experience Visits with an emphasis on driving HCP education, HCP engagement, and ensure alignment with MedEd, marketing, and sales.  The Customer Experience Manager is responsible for driving program execution while ensuring that the program/project activities meet internal and external customer requirements. The Medical Education Customer Experience Manager is responsible for organizing and implementing site visits to support medical education and business objectives. The individual will engage with healthcare professionals, fellowship programs, local and national thought leaders providing education and resources for orthopaedic surgeons. The individual will drive medical education planning of key programs from inception to completion, partnering with Marketing, Sales and Compliance to deliver the highest quality training opportunities for healthcare professionals.   This individual must serve as a contributing member of the Education team while championing Stryker’s Mission and Values.

  • Develop and implement strategic CEV plan for MedEd in conjunction with Marketing strategic plans.
  • Develops MedEd customer experience visit strategy and value propositions that create consumer engagement, loyalty, and brand equity
  • Drive collaboration between education, marketing, sales teams and compliance
  • Identify, develop and maintain relationships with key customers
  • Accountable for leading, strategy implementation and executing a coordinated effort between MedEd and sales enabling functions, to affect a high impact outcome for our customer visits
  • Lead, develop and retain a talented clinical lab team.
  • Achieve defined MedEd metrics
  • Organize and implement professional education programs including cadaver and sawbone workshops, didactic and case study-based meetings, national key opinion leader visits, including faculty liaison, program development, lab requirements, registration process, venue logistics, budget management, expense tracking and evaluation.
  • Identifying training gaps in the marketplace and working with sales professionals and MedEd team to design and implement new training offerings
  • Oversee surgeon engagement in relation to product training initiatives; including face-to-face and online forums
  • Works strategically with sales force to increase awareness and drive MedEd programs
  • Effectively manages key vendors and maintains strong relationships
  • Partners with finance partners to achieve divisional revenue goals within allocated budget
  • Partners with the Marcomm/MedEd team to help set convention strategy and effectively leverage conferences with customer engagement activities
  • Delivers value-based continuing education to HCPs
  • Work with sales leadership/sales education to build sales force capacity and expertise for sports medicine products/procedures
  • Work with downstream/upstream to continue to enhance understanding on market trends, procedural knowledge, and upcoming product launches
  • Develop and deliver strategic education programs for healthcare professionals
  • Build relationships with Key Opinion Leaders (KOL’s) in Sports Medicine and manage relationships from a consulting perspective.
  • Manage all customer experience visits and other education programs
  • Continually evaluate marketing plans and program initiatives to ensure focus and direction are delivering results in line with SMBU commitments
  • Adhere, without exception, to Corporate compliance and ethics policies

Minimum Qualifications:

  • Bachelor's Degree required (Sciences/Kinesiology and/or Business or Marketing-preferred)
  • 6-8 years of experience in marketing and/or sales of medical devices preferred Medical background or experience an asset
  • Previous product management/sales experience – particularly in sports medicine-related portfolio
  • Internal applicants with an equivalent combination of education, experience and performance over time at Stryker will be considered
  • Strong communication skills, both written and oral
  • Excellent presentation skills
  • Demonstrated strong interpersonal and relationship management skills
  • Demonstrated ability to work independently and collaboratively in a cross-functional and team-oriented environment
  • Demonstrated ability to manage own workload with very little supervision
  • Demonstrated ability to be a brand ambassador for Stryker Sports Medicine
  • Strong comfort level in a clinical setting (operating rooms, hospitals, etc.)
  • Ability to work on multiple projects with tight deadlines
  • Demonstrated ability to lead and influence both internal and external stakeholders
  • Ability to consistently produce accurate, professional work
  • Self-starter with the ability to show significant initiative in problem resolution
  • High energy level with strong people skills and a positive attitude
  • Good rapport with internal stakeholders and external sales force
  • Ability to thrive in a high intensity environment

Work From Home: No

Travel Percentage: Up to 25%

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.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Join our talent network

Joining our talent network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected to you.

Join Our Team