Strategic Account Operations Specialist Belgium

☞ Medtronic

Ver: 140

Dia de atualização: 26-11-2025

Localização: Brussels Brussels Capital

Categoria: IT - Software IT - Hardware / Rede Tecnologia da Informação

Indústria:

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Conteúdo do emprego

A day in the life
In this role you offer dedicated support to Strategic Accounts in Belgium. You are key in defining a strategy to delight customer when it comes to our Offer to Cash (OTC) process. Hence you will own the Offer to Cash part of the account relationship, from overall performance management and the monitoring of contract agreements, to offer solutions for a differentiated and enhanced Customer Experience.
You are pivotal to understand OTC customer needs and to define improvements initiatives as well as to monitor execution and follow-up on things not working well, engaging the appropriate OTC Functions.
In this role you will bridge the Customer to Medtronic OTC Functions, signaling customer issues as opportunities for improvement and building a platform for collaboration and change.
You will support the commercial organization in working with customer procurement, finance, IT, logistics offices to simplify, improve and automate processes going forward. This to help improve customer experience, service quality, efficiency, supply reliability and at the same time to help reduce cost in how we serve our customers.
Monthly, you monitor and analyze key KPI’s, SLA’s and other operational reports to ensure execution of improvement initiative are in line with the defined Account plan.
You analyze the digital footprint of the customer and understand their suggestions, needs, specific concerns and complaints, based on face to face review sessions with key stakeholders within the accounts.
You understand the issues/improvement suggestions from the Medtronic OTC value streams/functional areas we want to discuss with the account, including new and innovative ways to improve our cost-to-serve.
Together with the account stakeholders and the Strategic Account Manager (SAM), you define and agree on the OTC improvement plans, including timing and clarification of roles and deliverables from us as well as from the account stakeholders.
You are responsible to signal deviations and follow-up with the internal Medtronic as well as with the Customer appropriate Functions, to review and understand root-causes and to define remediation plans
You will leverage your internal and customer stakeholders to drive the defined account plan improvements. Next to good understanding of the Medtronic OTC process and to the solid connection with the key internal and customer OTC stakeholders, you need to have good commercial sense to understand and challenge customer complaints and requests and to always articulate the feasible proposed improvements from a customer benefits perspective vs. an internal MDT process perspective.
You will identify opportunity (in the OTC area), connect with the right teams/businesses in Medtronic (from OTC area to also IHS) and follow up on leads to consolidate the partnership and grow/expand business
Responsibilities

  • Responsible (end-to-end) for the operational OTC performance with segmented accounts; this includes a personalized touch towards key customers.

  • Responsible for monitoring and analyzing KPI’s, SLA’s and other Operational reports, including ensuring a smooth resolution of issues by the responsible teams (disputes, return etc.).

  • Serve as first point contact for all operational escalation for the Account assigned (orders, deliveries, returns, disputes, contracts, tenders etc.). This includes being responsible for issue resolution and pro-active communication towards the customer, activating the different OTC functions and coordinating the remediation plans.

  • Validate the tender requirements related to OTC capabilities, give advice/recommendations on solution and implement tender requirements (operationally).

  • Participate or lead projects project initiatives in the OTC area to assure outstanding quality of service delivered to customers as well as to improve local processes.

  • Identify improvement areas (e.g. price discrepancies, split deliveries, back-order etc.), root causes and drive improvements together with the SAM. Work with the SAM on identifying and executing on business opportunities and/or service improvements (e-business, default / free express delivery, etc.

  • Communicate weekly (or as per frequency preferred by customer) on operational matters, including monitoring Open Order Book, Back-Orders, failed deliveries & returns, Disputes, etc.

  • Maintain close communication to functions and the strategic account manager.


Must Have

  • Bachelor’s Degree or equivalent experience.

  • 2+ years relevant experience.

  • Fluent in French, Dutch/Flemish and English.

  • Customer focus.

  • Ability to understand the OTC (Order to Cash) End-to-End Medtronic process.

  • Strong presentation skills combined with clear verbal and communication skills.

  • Robust and positive work ethic.

  • Excellent time management skills, strong in prioritization.

  • Solid stakeholder management and ability to work across Functions.

  • Willingness to travel in order to visit customers and/or Center of Excellences.


Nice to Have

  • Strong Analytical skills with the ability to work with KPI’s combined with ERP (preferably SAP) knowledge.

  • Project management.

  • Positive, can do, attitude.

  • Knowledge of MDT products and business model (i.e. IHS).

  • Strong and positive work ethic.

  • Excellent time management skills, strong in prioritization.


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.
EEO Statement
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.
This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.
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Data limite: 10-01-2026

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