Sr. Customer Relationship Mgr

We’re hiring! If you want your contributions to make a real difference, check out this new career opportunity with us at Draeger where we are led by the guiding principle “Technology for Life”.

Draeger values their employees with a flexible workforce, competitive total rewards including a comprehensive benefits package, generous paid time off program and more..  If you want to be part of an exciting team with strong leadership support, come join our team!

The role of the Sr. Customer Relationship Manager is to ensure the success of the Neonatal Care Solutions line through support and ongoing care of key customer sites and providing the Sales team with pre and post-sales support. The Sr. Customer Relationship Manager is responsible for implementing strategies to cultivate and maintain strong relationships with Draeger’s assigned Neonatal Care Solutions accounts to ensure they are receiving the proper tools and support needed to capture high levels of customer satisfaction, engagement, and recognition of ROI, ultimately leading to strong renewals and future growth opportunities.

Spanning seamlessly from pre-sales to post-sales, the Sr. Customer Relationship Manager employs a consultative mindset to assist Draeger Sales Executives in guiding customers through Draeger’s Neonatal Care Solutions, ensuring optimal alignment with their objectives. As the bridge between the customer and various internal teams including Sales, Business Development, Marketing, and Market Fulfillment, the Sr. Customer Relationship Manager fosters mutually beneficial relationships to support customers throughout their journey, from initial engagement to ongoing support, thereby enhancing overall customer success and satisfaction.

• Act as the customer’s advocate to help drive business growth in the US market for the Neonatal Care Solutions with Sales Executives, Business Development and Marketing Teams to align strategies with customer needs and market trends.
• Cultivate robust, enduring relationships with both existing and newly acquired customers, fostering strong product adoption by maintaining regular communication and promptly addressing concerns with tailored solutions that address individual requirements.
• Strategically prioritize and manage a diverse array of company and customer activities and inquiries, ensuring timely resolution of implementation issues and requests to enhance customer satisfaction and retention.
• Effectively plan and prioritize a high volume of Draeger and customer activities and requests to manage customer implementation issues / requests, following through in a timely manner.
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.
• Work closely with customers to maximize their use of Draeger Neonatal Care Solutions, consistently providing exceptional value while pinpointing opportunities for ongoing enhancement to bolster their sustained success, reinforce Draeger brand loyalty, and ultimately drive increased revenue for Draeger. Partner with respective Sales Executives to successfully close such opportunities.
• Closely monitor customer goals which creates the opportunity to introduce more and/or new products or services. Identify and forecast expansion opportunities and partner with respective Sales Executives to successfully close such opportunities.

The Sr. Customer Relationship Manager will participate in Pre-Sales activities to help cultivate strong relationships to deliver positive outcomes for Draeger Neonatal Care Solutions customers.

In partnership with Sales Executives and Business Development, the Sr. Customer Relationship Manager will develop and execute on account strategies for Newborn Care Solution accounts to deliver positive outcomes for Draeger customers.

Create and present/co-present content; informative conversations inside and outside of the Neonatal Care Solutions areas.

Serve as a product, company and industry ambassador, keen on educating prospects and customers on the capabilities of Draeger Neonatal Care Solutions and “total solution value proposition”.

• Develop an in-depth understanding of the following:
  • All product functions; implications on patient care, work efficiencies and financial selling tools
  • All related systems and services
  • Competitors product offerings
  • All related customer needs and product value
  • Sales process
• Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, etc.
• Conduct weekly, quarterly and annual customer success review and reports to ensure customers optimize our product/service, issues are resolved proactively, and customer goals are met.
• Use usage reports to gain insights, provide guidance and increase customer satisfaction.
• Identify and prioritize product/service updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders.
• Report trends to Marketing to drive innovative future SaaS activities.
• Achieve Quota & MBOs

Education:

• BSN Required / MSN Preferred
• NNP (Neonatal Nurse Practitioner) a plus.
• BS/BA/MBA degree in business or a related field or equivalent combination of education and experience a plus.

Related Experience:

• Women and Children services management required/ NICU management experience is a plus.
• 2+ years in Customer Engagement, Customer Implementation, Consulting, Business Development, Sales or related field is a plus.
• Account management, clinical sales or applications experience is a plus.
• Project Mgt skills for technology adoption is a plus.
• Change management training with previous experience on large projects in a hospital or IDN setting is a plus.
• Successful candidates will be innovative, persuasive, creative, and have a genuine curiosity in the customers business; goal and results oriented, optimistic, smart, value-added mindset, proactive and easily adapts to change.
• Passion for and ability to work with all levels within the NICU and L&D; and a desire to deeply understand Draeger products and solutions.
• Proven experience building strong customer relationships and efficiently communicating internal and external voices.
• Strong understanding of value drivers in recurring business models.
• Excellent written, verbal, presentation, and phone communication skills.

Special Competencies or Certifications:

• Empathy for customers and passion for revenue and growth.
• Demonstrated leadership skills
• Account management skills
• Problem solving and analytical skills
• Ability to understand customer needs and translate into a business solution – consultative sale.
• Strong computer skills – MS office, Word, Excel, Power point and Outlook etc.
• Excellent communication and interpersonal skills
• Excellent presentation, meeting facilitation skills
• Adheres to Draeger Code of Conduct
• Detailed applied systems product knowledge

Work Environment / Conditions:

• This is a field-based position. 
• Position requires car and air travel on a routine basis; must be able to travel >50% of the time.

Draeger has several sites located across North America as well as field-based sales and service positions. Our North America headquarters is located in Telford, PA just north of Philadelphia. We also have US sites in Andover, MA, and Houston, TX. Our Canada site is located in Mississauga, Ontario.

Our field based Sales and Service workforce is located across the nation, caring for relationships with our customers in the delivery of Draeger’s exceptional portfolio of products and solutions.

EEO is the Law

Draeger is an Equal Opportunity Employer. To learn more: Know Your Rights: Workplace Discrimination is Illegal (dol.gov)

From hospitals to fire departments to industrial customers, people around the world rely on our products: cutting-edge technology that combines real engineering with the digital future. With over 130 years of experience, passion and the bold ideas of more than 16,000 employees, we are committed to turning technology into ›technology for life‹.

Benefits
Dräger is responsible for life. The lives of our employees are especially important to us, therefore, Dräger believes in fostering a culture that places the focus on employee health & wellbeing, both in the office and at home. We offer a generous benefits package that includes, comprehensive medical, dental & vision coverage, paid time off starting at 4+ weeks per year, tuition reimbursement, 401k match, wellness and employee support programs, life insurance and more.