Marketing Customer Success Representative in Kalamazoo, MI at Stryker Corporation

Date Posted: 6/29/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Kalamazoo, MI
  • Job Type:
    Finance
  • Experience:
    Not Specified
  • Date Posted:
    6/29/2018
  • Job ID:
    31404BR

Job Description

"Basic Function: Under minimal supervision ensures that customers and sales representatives receive world class service by overseeing and owning the contract renewal process and new contracts for product off warranty by working closely with the General Line Sales Force and Manager, Customer Success. Actively participates in the launch of new initiatives that drive an enhanced customer experience and team productivity. Responsible for driving accountability process for renewals and warranty expirations, additional coverage, and generating contract revenue. Will support the functions of inbound lead generation, lead nurturing and revenue generation. Works closely with GLSF to build and create ROI’s (data and presentations), proposals, and strategies for presentation. Responsible for increasing renewal/retention rate. Responsible for final contract document preparation and contract integrity. Responsibilities:

  • Deliver quality service and exceptional customer service to ensure regulatory, compliance, and pricing expectations are met with all interactions within the contract creation process and final documentation

  • Develop yearly business plan, working with Senior Customer Service Rep and/or Manager, focusing on a winning renewal strategy, including off manufacturer warranty within geographical territory working cohesively with Marketing, GLSF, and Manager

  • Review and amend contracts before sending final documents

  • Work with legal to amend Terms and Conditions when needed, lead and own the process

  • Present price and terms of the contractual agreement to the sales representatives and customers

  • Ensure pricing integrity is met on all proposals within your territory.  Work cohesively with Senior reps and/or Manager to educate the General Line Sales Force on service contract pricing and strategies

  • Generate and communicate new leads to designated Sales Representatives for them to further investigate with the customer

  • Manage Renewal Strategy, Renew contracts prior to expiration date, Increase renewal rate as specified in business objectives, reviewed annually

  • Manage New Build Warranty Expiration Strategy and Initiate contracts prior to expiration of warranty

  • Work with Sales Reps and Customer Success Manager to create Profitability Proposals

    • Margin Analysis for every proposal to ensure ROI for Stryker

    • Value and Profitability Analysis at the time of renewal

    • Value Propositions to show the customer the value in their ProCare Program

    • Prepare presentations using template after pulling raw data


  • Track all leads and proposals in the CRM

  • Customer Success - Contact customers/reps following the sale to ensure ongoing customer satisfaction and resolve any complaints – Track all activity in CRM

  • Manage time effectively, meet personal goals and work effectively with other members of the team and sales force

  • Customer Service Representative will be held accountable to specified metrics tied to renewals and off-warranty expiration

,

Physical Requirements:



  • Sedentary work: Exerting up to 10 pounds of force occasionally and/or a minimal amount of force frequently or constantly to lift, carry, etc.

  • Must be able to communicate telephonically

  • Must be able to review printed material

  • Must be able to operate common office equipment (e.g. calculator, fax machine, telephone, etc.)

  • Must have good visual acuity

Mental Requirements:

  • Must be able to read and explain detailed product information and/or ordering procedures

  • Must be able to analyze and resolve routine customer sales support related issues of a moderate to diverse scope using independent judgment

  • Ability to prioritize work and keep detailed and accurate records

  • Must be comfortable analyzing/summarizing large data sets

  • Ability to work independently and in teams 

Qualifications/Work Experience Preferred:

  • Excellent written and verbal interpersonal communication skills

  • Excellent analytical and creative skills

  • Excellent organizational skills

  • Strong PC skills, very strong in Excel

  • Customer service skills with ability to think outside the box

  • Ability to travel 20%

  • Demonstrated ability to learn and become an expert

  • 0-3 years Sales, Marketing, or Customer Service preferably in the Medical Device industry


Education/Special Training Required:BS or BA in Business Management, Marketing, Finance or related field is required

"

Work From Home: No

Travel Percentage: None

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.

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