Strategic Account Services Lead in Brussels, Belgium

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

In synergy with Commercial Partnership and all supporting Functions, your role is to offer dedicated support exclusively to your assigned Strategic Accounts. In close cooperation with the Strategic Accounts Managers (SAM), striving for outstanding customer experience by establishing a loyal and trusting relationship, and making it easier to do business with us. Therefore, you will invest most of your time and expertise directly with customers.

You are responsible for understanding and articulating your customers’ needs within Medtronic operations, collaborating with ricing, Credit Services, Logistics, etc. and supporting continuous improvements with an end-to-end view. You will assist our Offer to Cash program to define a strategy to differentiate and enhance Customer Experience, whilst reducing our cost to serve through efficiencies where possible. For the customer, this means reducing the cost of owning our goods, developing innovative service solutions to help efficient growth, and freeing their time to care.

Responsibilities may include the following and other duties may be assigned:

• Build a personal and trusting relationship with the Customer, and within the Commercial Partnership account team, to enhance engagement and collaboration.

• Build a strong relationship and trust with SAM Community to enhance collaboration with Internal Stakeholders (OUs, Sales Force, Pricing, Finance) and our customers by contributing to a clear governance to share Account status and establishing insights for new collaboration opportunities. (e.g., identification of areas for improvement and improvement strategies).

• Organize and lead Customer Visits in collaboration with Commercial Partnership, to discuss and take actions related to performance and value proposition.

• Monitor and analyze KPI’s, SLA’s and other operational reports, to fix and prevent issues (e.g. price discrepancies, split deliveries, back-order etc.), identify root causes and drive improvements to provide the best service offer in coordination with Supply Chain, Order to Deliver and the Sales Force.

• Serve as first point contact for operational escalation (orders, deliveries, returns, disputes, contracts, tenders etc.) accountable for prioritizing issue resolution (by coordinating cooperation of Order Management, Supply Chain and Sales) and pro-active communication towards the customer.

• Get to know the Customer’s environment, needs, and business requirements as well as competitors’ offering to help the organization in aligning and exceeding Customer’s expectations, co-designing innovative service solutions to facilitate business.

• Validate the tender requirements related to Customer Care capabilities and give advice/recommendations on solutions to implement operational tender requirements.

• Support the evolution into a ‘digital partnership’ by working with the EDI team to help customers switch to EDI ordering through GHX, Esker etc.; Promote E-store to allow customers to self-service, find delivery information, POD’s, invoices, and pricing catalogues.

• Work with Offer to Cash program’s initiatives to ensure the customer’s voice is heard, to identify and execute business opportunities and/or service improvements.

Required Knowledge and Experience:

• Bachelor’s degree or equivalent experience

• Fluent in Dutch and English or French and English

• Customer Experience mindset – listen, collaborate, proactive solutions identification

• Strong presentation and project management skills, combined with clear verbal and communication skills

• Analytical skills with the ability to work with KPIs combined with ERP (preferably SAP) knowledge.

• Ability to understand the OTC (Order to Cash) End-to-End Medtronic process combined with customer-specific needs

• Problem-solving ability, undertake root cause analysis and strive for continuous improvement

• Personal autonomy with the ability to influence others and networking skills

We value the willingness to travel to customers and/or Center of Excellences.

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package

A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.

Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people.

We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here (http://www.medtronic.com)

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We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.

Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people.

We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

We change lives . Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That’s who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives.

We build extraordinary solutions as one team . With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough.

This life-changing career is yours to engineer . By bringing your ambitious ideas, unique perspective and contributions, you will…

• Build a better future, amplifying your impact on the causes that matter to you and the world

• Grow a career reflective of your passion and abilities

• Connect to a dynamic and inclusive culture that welcomes the challenge of life-long learning

These commitments set our team apart from the rest:

Experiences that put people first . Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need.

Life-transforming technologies . No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms.

Better outcomes for our world . Here, it’s about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls.

Insight-driven care . Fresh viewpoints. Cutting-edge AI, data, and automation. You’re shaping the future of healthcare technology and defining the next generation of breakthroughs in care

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

For sales reps and other patient facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support.

This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here (https://www.e-verify.gov/employees) .

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