Note: The job is a remote job and is open to candidates in USA. Haemonetics Corporation is seeking a Manager for Commercial Operations in Plasma. The role involves acting as the internal voice of the customer to ensure effective communication and support for sales teams, while leading the standardization of policies and processes within the organization.
Responsibilities
- Ensure high customer satisfaction through quality services and act as the primary post-sale contact for assigned customers or sales regions
- Responsible for a defined client portfolio or business unit, ensuring proactive communication, timely responses, and superior service for high potential accounts
- Serve as an escalation point for complex customer issues, orchestrate cross-functional resolution and communicate to customers and internal stakeholders ensuring high-quality customer outcomes/satisfaction
- Collaborate with Cross Functional business partners to deliver customer outcomes
- Partner with sales, supply chain, contracts, customer service, marketing teams for cohesive strategy execution
- Establish benchmarks/dashboards, supervise customer performance, and provide insight to leadership with recommended actions
- Work with Sales Leaders, Commercial Solutions Leaders, and Global teams for unified strategy
- Work with sales and inside sales to assure customer retention within assigned markets
- Identify upselling opportunities and drive continuous improvement
- Support the evolution of the GCO (Global Commercial Operations) team and enhance capabilities
- Strengthening the partnership between Sales and GCO
Skills
- Bachelor's Degree – Business, Finance, Supply Chain, or related degree required
- 5 - 7 years of experience in customer success management, sales operations, and/or customer support and service within a Commercial or transactional Supply Chain environment
- Experience in developing process improvement procedures to provide guidance on planning, fleet management, and contract administration as well as customer services and support is required
- Experience in managing relationships with key operational contacts and implementing benchmarking tools that drive customer value and focus on important industry KPIs
- Experience utilizing Oracle order management, Salesforce, Agile, and Microsoft Office products including excel and PowerPoint
- Medical Device preferred, not required
- HubSpot (preferred)
Benefits
- A 401(k) with up to a 6% employer match and no vesting period
- An employee stock purchase plan
- “flexible time off” for salaried employees
- For hourly employees, accrual of three to five weeks’ vacation annually (based on tenure)
- Accrual of up to 64 hours (annually) of paid sick time
- Paid and/or floating holidays
- Parental leave
- Short- and long-term disability insurance
- Tuition reimbursement
- Health and welfare benefits
- Sales incentive (i.e., commission) under the applicable plan terms for sales roles
- Discretionary annual bonus, the target amount of which varies based on the applicable role, to be governed by the applicable plan terms for non-sales roles
- Participate in the Company’s long-term incentive plan, with eligibility and target amount dependent on the role
Company Overview
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