Customer Success Associate - Shockwave Medical

Customer Success Associate – Shockwave Medica

Johnson & Johnson is hiring for a Customer Success Associate – Shockwave Medica to join our team located in Santa Clara, CA.

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments. Ready to join a team that's pioneering the development and commercialization of Intravascular Lithotripsy (IVL) to treat complex calcified cardiovascular disease. Our Shockwave Medical portfolio aims to establish a new standard of care for medical device treatment of atherosclerotic cardiovascular disease through its differentiated and proprietary local delivery of sonic pressure waves for the treatment of calcified plaque.

The Customer Success Associate will provide professional, day-to-day support and communications with our field sales representatives and clinical specialists, as well as customers, by utilizing a broad knowledge of Shockwave Medical products, services, and policies. In addition to processing trunk stock, consignment, and direct orders, the CSA will play an essential role in order management analytics and value-added initiatives.

Essential Job Functions:

• Be the point-person for a US sales region, owning all the case requests and order needs.
• Actively manage Customer Service cases in Salesforce to ensure response times to customers meets and exceeds service level agreement levels.
• Significant knowledge of account details such as pricing, delivery methods, and special requirements per contracts, as well as any special quotation discounts is required based on research across multiple systems.
• Communicate with Shockwave customers and sales/clinical representatives over phone and email.
• Work with the operations team to get products to our customers when they need it.
• Process sales orders and work with customers in the event of PO issues or discrepancies.
• Enter specialty orders when needed.
• Follow detailed controls for shipments by product line and account, such as during new product releases.
• Meet all daily/monthly/quarterly shipment and invoicing deadlines.
• Provide ordering-pattern analytics per account on a daily/weekly/monthly basis and review any divergences with sales team and customer.
• Investigate electronic order-upload errors from Electronic Data Interchange (EDI) and Optical Character Recognition (OCR) processing to determine root cause and implement solutions; work with business systems team as needed for system resolution of recurrent errors.
• Participate in workflow analysis for new accounts in region and recommend specialized workflow setup as required.
• Perform daily sampling of workflow/rule processing of orders for audit purposes.

Requirements:

• Bachelor's degree preferred or equivalent experience.
• 1 – 3 years of customer success experience, healthcare/biotechnology/medical device preferred.
• Working experience with Salesforce or similar platforms.
• Working experience with ERP systems such as Oracle, SAP, QAD.
• Exceptional oral and written communication skills.
• Excellent organizational and task management skills.
• Ability to work in a fast-paced environment while managing multiple priorities.
• Operate as a team and/or independently while demonstrating flexibility to changing requirements.
• There may be continuous sitting for prolonged periods (more than 2 consecutive hours in an 8-hour day).

The anticipated base pay range for this position is:

Bay Area: $73,000 - $102,000 US: $63,000 - $89,000

Additional Description for Pay Transparency: Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the Company's long-term incentive program. Subject to the terms of their respective policies and date of hire, Employees are eligible for the following time off benefits: Vacation –120 hours per calendar year Sick time - 40 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year Holiday pay, including Floating Holidays –13 days per calendar year Work, Personal and Family Time - up to 40 hours per calendar year Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member Caregiver Leave – 10 days Volunteer Leave – 4 days Military Spouse Time-Off – 80 hours Additional information can be found through the link below.