Customer Experience Manager (Largo, FL)
The Customer Experience Manager is responsible for ensuring ConMed offers best in class customer service to both our internal business partners and external customers. We are seeking someone with a passion for taking care of our customers, who loves problem solving, thrives in a cross-functional working environment and has strong desire to work with multiple stakeholders (e.g. Sales, Training, Finance, Operations, Quality, etc.) In addition, this role manages our field inventory team which consists of medical equipment coordinators who support our sales team with product for clinical evaluations, demos and loaner equipment to external customers while their product is serviced by our repair team.
Key areas of responsibility:
Analyze, design, and implement changes to points of interaction between the customer and the company to enhance the customer experience.
Identify and communicate areas of improvements to the client experience to enhance our products and services.
Serve as customer advocate, recommends and implements changes based on client feedback that influences and supports business decisions.
Design and implement systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement.
Collaborates with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty.
Leads the Customer Service & Program Inventory teams and provides strategic focus to the customer experience.
Ensures that client perspectives are understood and addressed by business leaders, resulting in improved delivery of products and services.
Develops, evaluates, and implement strategies to gather and respond to client feedback.
Works with cross-functional teams to align customer interests with business objectives. Identifies opportunities to improve service delivery.
Serves as the primary contact in the customer experience team in resolving issues.
Provides direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the company and simplifying processes.
Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Preferred qualifications include:
Ability to balance and prioritize competing demands and create practical solutions to business problems
Highly accountable, forward thinking, and able to understand the bigger picture, create value add work streams, and drive process improvement to completion.
Solid analytical skills and technical skills- savvy in Excel (v-lookup, pivots tables, filtering)
Outstanding written and oral communication skills
Demonstrates leadership presence. Able to tailor information to audience and get quickly to the heart of the issue. Able to shift gears when needed without undue fluster
Comfortable in front of higher level leadership and able to easily develop and leverage key business relationships.
Ability to balance multiple projects and see them through to completion.
MINIMUM EDUCATION LEVEL
Bachelor's degree in Business, Supply Chain Management, Communication, Operations or related field.
8+ years of experience in a professional working environment or customer facing role
Proven success influencing to drive business results
Creating metrics and key performance indicators (preferred)
Coaching, mentoring, developing a team (preferred)
CONMED Corporation is a progressive, global medical device company. Through thoughtful leadership, innovation and team work, we are changing the future of medicine. Our 3,500 employees worldwide make meaningful contributions, positively impact the business, and advance in their careers as our company and product portfolio grows.
We are a leader in Orthopedics, General Surgery, Gynecology, Gastroenterology, Pulmonology, and Anesthesiology and our employees enjoy challenging and diverse job opportunities across these varied specializations. We are headquartered in upstate New York with additional domestic facilities in FL, CA, MA, CO, and GA. We have an international presence in more than 20 locations throughout Europe, Australia, Latin America, Asia, North America, and the Middle East.
CONMED offers competitive compensation
Excellent healthcare including medical, dental, vision and prescription coverage
Short & long term disability plus life insurance -- cost paid fully by CONMED
Retirement Savings Plan (401K) -- company match dollar for dollar up to 7%
Employee stock purchase plan -- allows stock purchases at discounted price
Tuition assistance for undergraduate and graduate level courses
CONMED is an Equal Opportunity Employer & an Affirmative Action Employer. CONMED is a strong advocate of workforce diversity. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, or veteran status.