Summary

The Associate Director, Customer Contract Admin is responsible for driving positive customer experience through a blend of technical and business acumen. The ideal candidate will be a results-oriented individual who thrives in a fast-paced environment, enjoys working on multiple projects and is extremely detail oriented. Timely customer communication, problem solving, technology application, consultation, project management, data analysis and the ability to work effectively with other teams is essential. The Associate Director, Customer Contract Admin leverages high functional expertise in workflow, systems, and technical knowledge of the Infusion business. The Associate Director, Customer Contract Admin proactively facilitates appropriate escalation to leadership with the exceptional leadership skills needed to influence, manage change, coach and advise with ability to activate cross functional teams. The Associate Director, Customer Contract Admin participates in continuous improvement initiatives and development of training, processes and tools. Home-based position with travel.

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

Responsibilities

The overall responsibilities of the Associate Director, Customer Contract Admin include:

• Lead time and resources effectively to meet company objectives
• Establish strong relationships at all levels within BD, and customers when needed
• Interpret and make recommendations on system changes and enhancements to ensure the technical solution is integrated with future state designs
• Maintain strong industry and product knowledge
• Provide consultant guidance and service offering strategies in support of pre-sale, and transition to support to the sales team
• Facilitate and lead team strategies and recommendations for process improvements
• Demonstrate high functional knowledge of Infusion Systems products
• Support a strong team environment, culture of teamwork, collaboration, continuous improvement and customer excellence
• Supervise and control expenses in alignment with budget

Skills, Duties and Tasks particular to the job:

To meet the expectations of this role, the candidate must be able to demonstrate:

• Support and develop the processes for trade in management and the need grows
• Expertise in building and operationalizing processes and tools to meet the needs of the organization
• Proven understanding of financial concepts as related to revenue recognition
• An understanding Infusion Systems products and selling process
• Ability to support the team with annual contracts renewals for IKP/IAS/MSA/Server Connections and Onboarding – Canada & US
• Proven team relationship-building skills conducive to retaining long term business relationships accompanied by strong professional verbal / written communication skills, follow through and administrative accountability
• Critical thinking and ability to influence customers to adopt improvements and efficiencies to workflow
• Proven track record to serve as a Subject Matter Expert providing consulting for training development
• Support customers through Service Notifications - US
• Support Infusion International Order Management and Dispensing International Order Management
• Ability to align with internal teams (i.e. Logistics, Repair Center, R&D, Sales, Finance, Platform)
• Proven technical problem solving and troubleshooting skills
• Change Leadership - Embraces culture of change and leads by example
• Personal courage - takes appropriate risks and makes decisions maintains responsibility for outcomes
• Ability to analyze data and understand and challenge data
• Ability to manage sophisticated and multi-faceted customer issues and relationships
• Ability to build and manage the product warranty changes, as needed

Required Soft Skills:

The candidate should exhibit proficiency in the following set of soft skills:

• Conflict resolution
• Negotiation skills
• Decision making skills
• Leadership
• Effective interpersonal skills
• Ability to work in matrixed and virtual environments
• Attention to detail
• Effective, professional customer communications (both verbal and written)

Qualifications:

• 7-10 years of experience with customer contracts and/or billings
• Experience managing customer relationships
• Specific knowledge of BD Medical Systems, Infusion products highly desired
• Experience working with remote teams strongly preferred
• Primary Work Location - Full Remote
• 3+ years of experience with reporting tools, i.e. Business Warehouse, Qlikview or Power BI
• Bachelor's degree required or equivalent experience
• 3+ years of experience using Windows 10, SAP/Tahiti
• Demonstrated ability to lead in a matrixed environment

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.

To learn more about BD visit https://bd.com/careers

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

PDN

Primary Work Location

USA CA - San Diego Bldg A&B

Additional Locations

Work Shift

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary offered to a successful candidate is based on experience, education, skills, and actual work location. Salary ranges may vary for Field-based and Remote roles.

Salary Range Information

$144,300.00 - $238,100.00