Senior Customer Excellence Manager – Resident & Fellowship Programs

Join arenaflex, a leading innovator in the medical industry, as we seek a highly motivated and results-driven Senior Customer Excellence Manager to lead our Resident & Fellowship Programs. As a key member of our team, you will be responsible for developing and executing strategies to drive engagement, education, and adoption of arenaflex's products among residents and fellows in the Upper Extremities market.

About arenaflex

arenaflex is a global leader in the medical industry, dedicated to providing innovative solutions that improve patient outcomes and enhance the lives of healthcare professionals. With a strong commitment to customer satisfaction and excellence, we strive to build long-lasting relationships with our customers and partners. Our team is passionate about delivering exceptional results and making a meaningful impact in the medical community.

About the Role

As a Senior Customer Excellence Manager, you will be the face of arenaflex to the resident and fellowship programs within the Upper Extremities market. You will be responsible for developing and executing strategies to drive engagement, education, and adoption of arenaflex's products among residents and fellows. Your primary focus will be on education and training, clinical product support, resident/fellow tracking, and internal transition when moving to practice. You will also serve as an extension of the marketing team in the field to support clinical education events and national academic meetings.

Key Responsibilities

* Develop and maintain a strategic plan for fellows engagement, ensuring alignment with corporate and business unit objectives

• Collaborate effectively with various cross-functions to ensure aligned execution on all strategic programs
• Measure fellows program effectiveness and make change recommendations based on findings
• Continuously benchmark best practices related to the interaction and engagement with fellows
• Implement and train reps on best practices and programming surrounding the fellows strategy
• Partner with sales reps, sales leadership, and KOL program directors to optimize engagement and experience with fellows
• Create strategies and programming that lead to the early adoption of arenaflex's software before or during fellowship
• Partner with sales and Digital Field Marketing team to execute onboarding of new fellows
• Collaborate with Medical Education to execute programming that connects fellows with surgeon thought leaders in education programming involving arenaflex's products
• Establish metrics for monitoring arenaflex's software adoption in fellowships and recommend strategic changes, when necessary, to improve effectiveness

Fellows Course Program Execution

* Partner with Medical Education to drive attendance with fellows at the annual fellows course

• Partner with Sports Medicine cross-divisional partners on fellows programming
• Drive awareness to all fellowships
• Collaborate with Medical Education to help lead course details, agenda, faculty selection, and execution needs
• Provide on-site and in-lab support and leadership
• Work with faculty to deliver on program objectives
• Broaden arenaflex's exposure across residencies and fellowships
• Develop strategies to lead to participation in programming and events
• Collaborate with sales to drive local support to residencies and fellowships

Fellows Transitions Execution

* Develop program and tracking for transitioning fellows into practice

• Collaborate with current and future sales reps to ensure fellows are effectively transitioned within arenaflex when moving into practice
• Track and drive internal execution of 100% of all trained fellows into their new practice
• Train receiving reps on best practices for supporting the transition of new surgeons into their territories

Technical/Procedure Insight

* Demonstrate technical expertise to facilitate HCP medical education programs

• Demonstrate ability to transmit knowledge; technical/clinical/health economics
• Expert in marketing strategy, segmentation concept, and sales process

Market Insights

* Analyze competitive education and training activities to determine best practices

• Anticipates new customer segments and tailors marketing strategies to meet both current and future customer needs
• Deploys resources to measure, monitor, and direct changes to marketing strategy to drive customer engagement

Customer Engagement

* Strengthen partnership with key societies and fellowship programs

• Partner with consultants and future thought leaders to drive engagement
• Improves methods for maintaining customer feedback/responsiveness
• Initiates and drives new products and services based on changing customer needs as well as new customer segment

Program Design

* Development and implementation of innovative training platforms for internal and external customers

• Continually monitors market trends and mentors others on strategic focus
• Continually monitors and evaluates current strategy and makes recommendations on adapted strategies
• Defines key learning objectives for training curriculum

Collaborate with Key Stakeholders

* Develop organizational capabilities by working closely with regional/internal & external customers

• Ensure Residents/Fellows strategy is integrated into marketing and business strategic plan

Project Management

* Set direction and shape future needs for entire Residents/Fellows program offering

• Lead critical projects that span cross-regional, cross-divisional, or new market opportunity
• Full understanding of competitive strategies and approaches

Training Delivery

* Provision of innovative methods in education for both our internal and external customers

• Drive improvements in our medical education offering including digitizing the sales training process, product education, and positioning by applying VOC

Effectiveness Measurement

* Develops and recommends functional objectives, including budget projections

• Establish metrics and goals/success criteria and milestones
• Conducts analyses and implements lessons learned
• Defines areas of improvement and develops action plans to address as needed

Strategic Vision

* Uses strategic planning to enable organizational learning

• Supports creation of key strategy documents: strategic plan, annual operational plan
• Gains organizational alignment and communicates plan with key stakeholders
• Contributes in developing the entire Residents/Fellows strategy for the organization

Budgets/P&L

* Manage Residents/Fellows budget in accordance with P&L requirement

• Define budget, secure funding, prioritize investments, and creatively seek alternatives to optimize our spend
• Evaluate past business decisions and associated budgetary considerations and impact

Organizational Capabilities

* Lead activities designed to enhance organizational capabilities across Marketing and Medical Education team and leverage existing global material, programs (for international as appropriate)

• Investigate and recommend new technology and its potential for use in Resident/Fellows programs

Customer/Business Centric Development

* Identify unmet needs within the Resident/Fellows space and partner/create and implement new technology aimed to aid in adoption of arenaflex's product and improve patient outcomes

• Demonstrate strong collaboration with other divisions to share best practices and learn new approaches

Brand Stewardship

* Cascade divisional/marketing branding and strategy

• Support and implement divisional branding to drive excellence in our industry

Communication Planning

* Partner with Marketing Communication, Marketing and Sales Leadership as well as across arenaflex's Medical Education teams to drive differentiation across our industry

Requirements

* Bachelor's degree required

• MBA Preferred
• 10+ years of work experience required
• 7+ years of medical device or Medical Education experience preferred
• 7+ years of relevant clinical experience in Orthopedics
• Experience working within complex interdivisional procedures and policies

Compensation and Benefits

* Salary: $112,800 - $239,900

• Bonus eligible
• Benefits package

How to Apply

If you are a motivated and results-driven professional with a passion for customer excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [arenaflex's website]. We look forward to hearing from you! Apply for this job