Customer Solutions Manager

About the role

The Customer Solutions Team plays a pivotal role in delivering a customer experience by serving as the primary liaison between Vantedge Medical and its customers. The Customer Solutions Manager role leads and evolves our Customer Solutions and Account Management Team in a fast-paced, highly regulated medical device contract manufacturing environment. This role is a transformational leadership position, responsible for managing and developing a team, improving and standardizing service processes, and owning the end-to-end order management lifecycle.

Responsibilities

• Ensure Vantedge delivers the best-in-class customer experience, creating superior value for our customers
• Represent Vantedge in the most favorable manner, supporting and/or leading customer visits, as well as developing and implementing best practices to enhance the customer experience
• Provide strategic leadership and clear direction to a team of professionals, ensuring alignment with company core values and business objectives
• Foster a culture of accountability and continuous improvement by establishing and monitoring key performance indicators (KPIs) and providing timely coaching and feedback
• Serve as the primary liaison between the customer-facing team and the site, bringing forward the voice-of-customer to site leadership and operations
• Empower team members to recognize their strengths, grow professionally, and contribute to team, business, and customer success
• Accelerate team maturity through development, support and implementation of processes and systems which support Site Level, Commercial, and overall business objectives and KPIs
• Owes the end-to-end order management lifecycle process
• Where a Customer Solutions team is not yet in place, act as an individual contributor to:
• Efficiently field customer interactions, process and acknowledge customer orders, as well as regularly report and reconcile open orders with customers
• Partner closely with Strategic Account Directors and Account Management to execute account strategies, perform business reviews, identify growth opportunities and key initiatives to drive long-term success
• Process and support business initiatives and processes such as complaint handling, expedites and de-expedites
• Develop a deep understanding of customers’ businesses and end products, acting as a trusted advisor and resource for customer leadership, communicating customer business insights to Vantedge site leadership, identifying and enabling mutually beneficial outcomes through leadership and escalation support
• Track and analyze departmental account metrics and KPIs, leveraging available data, and provide data-driven insights and feedback to support strategic decision-making
• Facilitate customer issue resolution through identifying and drawing in the correct stakeholders and leaders in a professional manner to collectively resolve issues and complaints
• Partner closely with stakeholders, including Site Leadership, and Commercial Leadership to develop and support execution of account and business growth strategies, assisting in business reviews, identifying growth opportunities and developing key initiatives to drive long-term success
• Accountable for development and oversight of strategic outputs to support monthly budget and forecasting activity to enable financial planning and improved supply/demand planning efforts

Qualifications

• Demonstrated alignment with Vantedge’s core values: customer focus, integrity, accountability, collaboration, agility, and innovation
• Bachelor’s degree (4-year) focused in Business, Customer Experience, Project Management, or related field
• Minimum of 5 years leading a Customer Service or Account Management organization in a regulated manufacturing or medical contract manufacturing environment, or equivalent manufacturing environment
• A demonstrated ability to positively lead and support a team through coaching, performance feedback, including development, management and reporting of KPIs
• Superior communication skills (written and verbal), with a strong, professional business acumen, with the ability to positively influence stakeholders at all levels and build consensus
• Excellent presentation, meeting facilitation, listening skills and PowerPoint deck design and development
• Advanced analytical tool capabilities, including Excel
• ERP proficiency (including reporting)
• Accountability, autonomy, drive, and ownership of responsibilities and expectations in a fast-paced environment
• Proactive, customer-focused mindset with a strong sense of ownership and urgency
• Strong problem-solving abilities with a creative, solutions-oriented approach
• Highly organized and adaptable with a passion for learning, growth, and continuous improvement