Global Enterprise Implementation & Service Manager (f/m/d)
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 esthetic 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. Starting with identifying the customer needs related to the end-to-end solution, the role holder collaborates with the other parties in the Group involved in implementation and service for individual building blocks. The objective is to define the global blueprints that will cover the whole end-to-end solution, to support their deployment in the regions and countries and to ensure their continuous development. In this role, the Global Enterprise Implementation & Service Manager builds on an outstanding ability to collaborate across business units and geographies in order to shape new processes, co-create organizational structures, engage with, and successfully influence, regional and local teams.
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
Education
- 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
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Employment Type: Full Time
Alternative Locations: Switzerland : Basel
Travel Percentage: 0 - 20%
Requisition ID: 14100
