Global Enterprise Implementation Specialist

vor 1 Monat

Basel, Basel-Stadt, Schweiz Straumann Group Vollzeit
Job Purpose

The Global Enterprise Implementation & Service Manager is responsible for defining and operationalizing the implementation and service blueprints pertaining to end-to-end enterprise solutions, particularly along aesthetic pathways. The role holder plays a major part in bringing to life the outstanding level of customer centricity Straumann Group strives for with enterprise customers; the position is all about enabling an excellent customer experience along the life cycle of our enterprise solutions.

Main Tasks and Responsibilities
  • Create the enterprise solution implementation guideline from account assessment to installation of connected portfolio elements
  • Define a standardized and replicable implementation process between HQ, local and regional organizations incl. required documentation (e.g. scope of work)
  • Align with local Enterprise and non-Enterprise teams and actively guide them to formalize implementation guidelines and processes
  • Monitor effectiveness of implementation activities and support their continuous development according to enterprise portfolio roadmaps and customer / project learnings
  • Define and validate end-to-end enterprise needs in service & support delivery across franchises
  • Define global service level agreement (SLA) blueprint for support services (e.g. integration with customer infrastructure, uptime guarantee, resilience)
  • Monitor performance of SLA delivery and create one centralized enterprise support approach with 1st level triage service
Profile
  • Master's or University degree in a relevant field of work or an equivalent combination of education and work-related experience.
  • Experience and/or higher education in enterprise-grade Operations and Service functions, especially in healthcare, is highly preferred.
  • Strong capabilities in English (speaking and writing)
Experience
  • Senior experience in Operations, Customer Care/Customer Support
  • Comprehensive background in establishing an infrastructure to support the go-to-market of hardware/software/consumables towards enterprise customers (preferably healthcare)
  • Strong project management experience (personal capabilities and utilization of scalable tooling)
  • Proven track record in the creation, formalization and execution of customer onboarding programs, installation processes or large-scale roll-outs
  • Experience serving enterprise-grade customers in healthcare or equivalent and collection of customer account level NPS
  • Experience supporting interconnected hardware, software and consumables solutions
  • Responsible for performance of support delivery; including but not limited to the formation of critical SLA and service infrastructure needed to ensure long-term customer satisfaction.
Personal Attributes
  • Outstanding customer centricity and empathy for various stakeholders in enterprise accounts
  • Strong analytical skills paired with proactive solution orientation
  • Excellent project management skills, especially with change management projects
  • Outstanding influencing and change-leading capabilities
  • Strong collaborative mindset, communication skills and interpersonal capabilities
  • Able to delve into detail while retaining a sense of perspective and the big picture
  • Energetic, straightforward, and performance-driven personality
  • Entrepreneurial spirit coupled with strong commercial and execution abilities
  • Able to adapt and perform in changing customer and organizational environments

Straumann Group is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national origin, age, veteran status, or disability unrelated to job requirements. Straumann Group will take affirmative action to ensure that qualified applicants are employed and that employees are treated without regard to their race, age, color, religion, sex, sexual orientation, gender identity, national origin, veteran and disability status. In compliance with U.S. Department of Labor Executive Order 11246, Section 503 of the Rehabilitation Act, and Section 4212 of the Vietnam Era Readjustment Assistance Act, Straumann Group has developed and maintains an affirmative action program and plan.

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