Requisition Number

AMER26411

Employment Type

Full-time

Location

Virtual Office

Job Summary

Zimmer Biomet is a world leader in musculoskeletal health solutions. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world.
At Zimmer Biomet, we believe in The Power of Us, which means that we are stronger together. We are committed to creating an environment where every team member feels included, respected, empowered, and celebrated.
The goal of this leadership role is to improve the experience for our Customers. The ZBEdge Success Consultant will develop, educate, and implement best practices designed to increase customer value and the organization’s customer-centric focus. The ZBEdge Success Consultant will do this by collaborating and leading key efforts in the education, evaluation, sales, implementation, optimization, steady state, and renewal lifecycles. The ZBEdge Success Consultant will nurture Customers throughout the Customer Journey by acting as a trusted advisor. The ZBEdge Success Consultant will host group and 1:1 discussions to understand how solution value is defined and measured through the lens of the Customer, taking that information to internal teams to design and implement customer-centric improvements. Ultimately, the ZBEdge Success Consultant will ensure Customers can achieve maximum success and value in their engagements with us.

Principal Duties and Responsibilities

· Plans, leads and follows up on discussions with surgeons and their teams to cultivate high-trust relationships focused on deriving and increasing sustained Customer defined value.

• Provides leadership continuity and ensures a seamless experience, by embedding with internal teams, to span all phases of the Customer lifecycle.
• Supports product launches and adoption by sharing input, leading meetings, and developing Customer scenarios we need to excel at.
• Conducts and participates in various listening posts and closed loop processes.
• Evaluates available data points and input while documenting, sharing, and educating internal and external teams on how to enable Customer value. Creates business cases for additional data and functionality that will enhance the Customer’s experience with Zimmer Biomet.
• Advocates and negotiates internally with Product Management, Launch, Implementation, Optimization and other functional areas to ensure the organization meets and has plans to exceed Customer expectations.
• Research and authorship: Create process, procedure, and educational content for use by internal and external parties. Creates action plans based on survey, sentiment, product usage and other data points.
• Participates in workflow improvements in collaboration with Connected Health Product, Development and Solutions Consultants. Will be able to quantify Customer benefit associated with improvements that are implemented.
• Prepares and shares quarterly business metrics, insights, and actions for internal and external audiences and leadership.
• Shares intelligence and strategy during the deal and renewal processes.
• Acts as a Learner and through self-study, remains abreast of industry and technology trends that will positively impact our Customer community.
• This is not an exhaustive list of duties or functions and might not necessarily comprise all the essential functions for purposes of the Americans with Disabilities Act.

Expected Areas of Competence

• Demonstrated competence in customer management, executive relationships, program development and project management.

• Interpersonal and problem-solving skills necessary to interact with all levels of the Enabling Technologies team and Customer leadership teams.
• Ability to learn new computer systems quickly.
• Experience working with external software vendors and internal IT support to resolve Customer issues.
• Able to and enjoys demonstrating issues. influence without authority.
• Highly skilled in identifying high-quality tradeoffs that when followed will benefit Customers and provide relevant value.
• Excellent oral, written communication, and presentation skills.
• Proven experience managing high profile programs, projects and initiatives Proficient in use of software applications to include EXCEL, WORD and POWERPOINT.

Education/Experience Requirements

• Bachelor’s degree, or equivalent, required in a technically based field, or a quantitative, business-oriented field.

• Current or previous work experience in executive relationship management, business process improvement, business process outsourcing or customer success mgt with 3-5 years of experience.
• Current or previous Healthcare and/or MedTech experience working with customers.
• Successful and recent experience of successfully managing a thriving portfolio of accounts. Prior experience implementing a Customer Relationship Management (CRM) tool is desired but not required.

Travel Requirements

Out of travel required (up to 30% of required time)

Additional Information

At Zimmer Biomet, we believe in The Power of Us, which means that we are stronger together. We are committed to creating an environment where every team member feels included, respected, empowered, and celebrated.

As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. This is why we offer you a competitive rewards package that includes medical, dental, vision, life and disability insurance, wellness incentives, employee assistance programs as well as paid time off for vacation and holidays.

Salary range: $75000 - $85000/year

EOE/M/F/Vet/Disability