The Global Sales Support Sr. Manager will lead the Customer Support Organization supporting Customer Care, Service and Sales Administration. This role will lead the strategic transformation and facilitate proactive, adaptable, solution-based customer and commercial interactions throughout the pre-sales and post-sales process. They will work to improve efficiency and customer service levels, while serving as the accountable individual representing the organization to drive key sales support initiatives.

This is a hybrid position based in the greater Cincinnati area.

Responsibilities:

• Oversees the daily operations of the sales support team, including completing regular analysis of sales support performance, order entry accuracy and call volume management.  

• Identifies pain points for the sales support & fields sales team; propose and implement solutions to drive efficiency

• Responsible for identifying and removing roadblocks for the customer care team. This includes, but is not limited to, monitoring, and ensuring data accuracy in SAP, escalating inconsistencies, and ensuring errors are reported and addressed by appropriate teams for quick resolution

• Act as a liaison between customers, sales, service, and accounting to resolve pricing, order placement, shipment, and billing issues

• Drives strategy to introduce new & innovative ways to optimize/improve customer experience and drive commercial growth

• Promotes a customer-centric mindset within the sales support organization. Defines clear metrics for success, supervises performance against metrics and reports out with root cause and corrective actions to implement customer experience improvements based on feedback

• Responsible for standardizing the order to cash and post sales capital return process, along with any supporting procedures, playbooks and tools

• Recruits and hires top-performing talent. Prioritizes the development, onboarding and training of their team members.

• Proactively identifies/recommends updates and expansions to technology, equipment, and policies that can improve customer service and retention

• Serves as the main point of escalation for the resolution of issues between departments and external customers or other divisions in the company

• Cultivate, manage and train the customer support team to foster strong relationships with both external customers and the internal field sales team

• Develops and implements methods to record, assess, and analyze customer feedback

SUCCESS FACTORS

• The ideal candidate must have a good mix of strategic and tactical skills with strong supervisory and leadership skills.

• A solution-orientated and positive mindset that openly embraces change and stretch goals

• Proven ability of operating within a matrix structure across multiple businesses and functions. Excellent project management skills and ability to juggle multiple responsibilities and deadlines

REQUIRED SKILLS/EXPERIENCE

• Bachelor’s Degree in business or related field required.

• Familiarity with healthcare industry; experience in Diagnostics, Medical Device or Pharmaceuticals preferred

• Proven experience with SAP or other ERP system.

• Passion to drive customer success and focus on adding new value for the customer.

• 5+ years experience with customer experience management; Demonstrated experience leading, large-scale organizational changes, and developing and leading cross-functional teams.

• Experience with utilization of Salesforce.com or other CRM systems

• 20% travel. Occasional overnight trips are required