Customer Relationship Manager - Medical Device

MasterControl is looking for a Customer Relationship Manager (CRM) with a speciality in Medical Device.

 

AREA OF SPECIALITY:

 

CRM Life Sciences – Medical Device

2-5 years of Life Sciences experience in medical devices.  Must have a basic understanding of GxP compliance issues and/or requirements. Technical proficiency in IT systems that support donor processing, blood or tissue management, or quality is desirable.

 

JOB SUMMARY:

The Customer Relationship Manager (CRM) role is a key function of the MasterControl Client Services Department.  The CRM will serve as the primary point of contact and the overall relationship manager for MasterControl Medical Device clients. The person will oversee all post-sale activities associated with the client. The person will also be responsible for increasing customer loyalty, ensuring customer retention, engaging in proactive communication with customers, and resolving product/business issues experienced by the client. CRM owns the corporate relationship, and advocates for the customer within MasterControl by working in partnership with Sales, Marketing, Professional Services, Technical Support, and other departments to promote customer satisfaction

 This person will also assist in identifying and anticipating the future life sciences, quality and compliance needs of the existing customer and matching those needs to MasterControl products and services.  The CRM will take an active role in working with sales on specific action plans to increase revenue.



ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

Pre SalesSupport Sales and/or Marketing efforts to existing customers Provide industry expertise to pre-sales process as requested

 

Customer Relationship Management Facilitate a smooth transition from sales to customer service engagement. Provide a single point of contact for customers on all activities associated with that customer Oversee all post-sale activities associated with the customer including the timely delivery of all products and services Coordinate service resource requirements. Manage customer relationship through proactive methods Regular communication with senior executives and Regional Sales Managers on account status Measure and monitor ongoing customer satisfaction and identify and deliver programs to increase satisfaction when necessary Take an active role in timely issue resolution and escalation.  Coordinate with Technical Support to proactively plan for upgrades and to assist as needed with MSA collection Provide valuable industry knowledge & expertise to customers Work with customers to implement a validation strategy that will allow them to take advantage of upgrades, new product modules, etc. Work directly with  Regional Sales Managers to ensure customer success and increased sales

 

 

QUALIFICATIONS

 Proven track record in the area of customer relationship management Professional and interpersonal skills required to develop and foster positive relationships Proficient in the areas of web based applications and MS Office products Outstanding communication skills (both verbal and written) Excellent analytical, detailed oriented and possesses excellent organizational  and follow-up skills Must be able to function under pressure to meet tight deadlines BA or BS degree required in speciality area. 25%  travel required Some sales experience is a plus. PMP or other project management certification a plus.

 

 

Visit www.mastercontrol.com for further information about our company and the benefits that we provide.