Customer Success Analyst
Posted on: 7 Feb 2021
Sacramento, CA
Job Description
Assists Stryker ProCare customers in achieving their desired outcomes from service/repair contracts and OnSite managed services
Understands and executes the Stryker ProCare marketing strategy, including deep knowledge of the current service offering, market trends, and competitive landscape
Professionally interacts with surgeons, patients, OR personnel, Central Processing, Sales Reps, O.R. Managements, and Hospital Administration, as well as Stryker employees and partners.
Build expertise in Lean concepts and best practices to suggest and implement improvements
Researches and understands market potential, market drivers, and market trends
Provides Sales and Marketing support with contract renewals, insight into areas of service that may need improvement, and evaluation of expansion opportunity
Supports renewal opportunities by assessing the health of a contract and the likelihood of cancellation (account status, tracking, and communication with stakeholders)
Sustainment and reporting flow of Performance Payment Plan metrics and Fee Per Case volumes
Analyzes data and appraises the effectiveness of sales methods, costs, and results
Builds a network of sales reps/regional managers/and customers that can be consulted for project feedback and customer insights
Clearly and concisely convey ideas through both written and oral communication
Travels throughout responsible region to assess the quality of service being provided to customers
Aligns work to critical business results and initiatives
Partners with team members to conducts market research including direct customer visits, customer phone interviews, online surveys, and focus groups to support sales and marketing initiatives to fully understand the customer needs/desires/fears/motivations which may include observing operating room procedures
Partners with team members to demonstrate value and communication tools for sales staff and other customer-facing colleagues, including Quarterly Business Review creation, tracking, and meetings
Partners with team members to gather feedback from customers and identify areas for continuous improvement opportunities or efficiency gains
Stryker
Kalamazoo, MI
Stryker Corporation operates as a medical technology company. The company operates through three segments: Orthopaedics, MedSurg, and Neurotechnology and Spine. The Orthopaedics segment provides implants for use in hip and knee joint replacements, and trauma and extremities surgeries. The MedSurg segment offers surgical equipment and surgical navigation systems, endoscopic and communications systems, patient handling, emergency medical equipment and intensive care disposable products, reprocessed and remanufactured medical devices, and other medical devices for use in various medical specialties.
The Neurotechnology and Spine segment provides neurotechnology products that include products used for minimally invasive endovascular techniques; products for brain and open skull based surgical procedures; orthobiologic and biosurgery products, such as synthetic bone grafts and vertebral augmentation products; and minimally invasive products for the treatment of acute ischemic and hemorrhagic stroke. It also provides spinal implant products comprising cervical, thoracolumbar, and interbody systems for use in spinal injury, deformity, and degenerative therapies.
The company sells its products to doctors, hospitals, and other healthcare facilities through company-owned subsidiaries and branches, as well as third-party dealers and distributors in approximately 80 countries. Stryker Corporation was founded in 1941 and is headquartered in Kalamazoo, Michigan.
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IndustryInformation Technology
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No. of Employees36, 000
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Website
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Jobs Posted1486
