23 days old

Principal Sales Analyst - Mumbai

Medtronic
Mumbai, MH 400001
  • Job Code
    210001BO

Careers that Change Lives:

Medtronic is a mission driven organization and is committed to serve our customer better. As part of Commercial Excellence Function, you will work across the businesses to provide analytics and insights on organization wide customers, identify opportunities to increase our customer base and identify, plan & drive key initiatives towards customer outreach. Internally, you would be working very closely with the senior leadership and various other stakeholders across functions like Business, Finance, Supply Chain and APAC teams. This highly visible and rewarding role will offer an opportunity to drive Customer Excellence initiatives.

A Day in life:

Business partner for Operating Unit leadership to develop, implement and execute strategies for transition to alternate sales and service channels. Design infrastructure, systems and processes for alternate Sales and Service channels to constantly improve customer experience, satisfaction and loyalty. Liaison between India Operating Units, India Alternative Channel team, IT and the APAC Customer Experience COE. The incumbent would be responsible to scale-up infrastructure and upgrade platform with IT to enable achieve Customer centric operations, centralized voice collection, remote customer care/service solution creation and seamless digital care engagement with customers and employee. The Center of Excellence critical to Medtronic future encompass the Go-To-Market Strategy and Customer Experiences

1. Inside Sales

2. 1-800 platform

3. Remote Service Support and Commercialization

Main Responsibilities:

  • The role would be required to understand the target customers and customer segmentation on the Low ROI accounts through the collaboration with BI and commercial team to drive incremental sales through untapped market.
  • The person has to have the subject matter in leading technology through lead generation (MDT's data in SFDC, SAP, Remote Communication Tech/Tools)
  • Build standardized Digital Channel Platform with IT, Comms & Marketing
  • Manages the connection with the network infrastructure at customer sites
  • Manages network performance, maintenance and network security
  • Drive Customer Centric Operation to define Method/Scope/Frequency of NPS Survey, Build/Customize Questionnaire, Conduct Survey & Analyze, Develop NPS Improvement Plan & Execution to drive constant improvements
  • Analyze and deliver any commercial reports including insights for business leaders
  • Execute India strategy for OU transition to alternate channels (E-Commerce, Remote Sales, Retail, Digital Marketing) by portfolio and customer segment
    • Implement and facilitate data driven portfolio and customer segmentation reviews
    • Design infrastructure and synthesize IT requirements to enable seamless customer experience across multi-channel touchpoints
  • Design novel Customer interface infrastructure for India across OUs providing quick response and resolution to client inquiries and questions
    • 1 800 customer command center
    • Remote Service fix
  • Develop use cases based on analytics and competitive insights. Utilize these to provide selling strategies to the teams
  • Review and suggest improvements to the processes as needed. Implement improvements and monitor the impact of these changes over a period of time
  • Drive model sustainability by closely collaborating with IT, supply chain and sales team

Key Accountabilities:

  • Inside Sales Accounts Selection: Tail Accounts based on market potential, Revenue, Service hours etc
  • Remote Digital Tech adoption for Inbound and Outbound Customer Engagement, Remote Service Support and Remote/Digitized Sales Force
  • Customer Satisfaction: NPS and Satisfaction Metric, Compliant Rate, Service Level Agreement, Call Pick-up Time, Time to Resolve Issue, Abundant rate
  • Remote Service Solution: Deployment of Remote Service Solution together with S&R team

Must Have: Minimum Requirements

  • Bachelor's degree with consistent high academic performance
  • MBA from top tiered institute is a must
  • Minimum of 7+ years of experience, or 5+ years of relevant experience in leading significant customer service and/or customer experience initiatives
  • Experience of Go To Market transformation - Planning & Deployment of Remote selling, Remote service support, Contact centers

Nice to Have :

  • Self-motivated, enthusiastic and positive
  • Organized and able to set and re-set priorities
  • Advanced interpersonal skills including communication, presentation, persuasion, and influence
  • Self-driven, ability to work independently, has collaborative mind-set and build strong working relationships
  • Strong team player and track record of working collaboratively to manage cross-functional, cross-business issues and generate impact through others
  • Excels in a matrix structure Organization, is flexible and at ease in all cultural and management level situations
  • Strong business acumen and can recognize problems, opportunities and provide value-added business solutions
  • Strong analytical mind with inclination for problem-solving
  • Presentation skills with excellent poise and confidence
  • Ability to deal with ambiguity and clarity of thought to be able to plan, develop and drive strategies for BUs
  • Has ability and willingness to learn from experiences and applies past learning to new situations and changing situations successfully
  • Understanding of the Healthcare and medical device industry
  • Fluent English (Verbal/Written) for business communication / presentation / reporting

ABOUT MEDTRONIC

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let's work together to address universal healthcare needs and improve patients' lives. Help us shape the future.

Physical Job Requirements

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)

Additional Information

  • Posting Date: Feb 8, 2021
  • Travel: No






Posted: 2021-02-09 Expires: 2021-03-10
Sponsored by:
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Sponsored by:
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Principal Sales Analyst - Mumbai

Medtronic
Mumbai, MH 400001

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