Customer Relationship Manager

Medical Indicators, Inc. ("MII"), a rapidly growing, New Jersey-based medical device manufacturer, is seeking a dynamic and experienced Customer Relationship Manager ("CRM") to join the team.

As a senior member of the team, the CRM will serve as a trusted advisor to current and prospective customers. In this role, you will own the customer experience from initial contact to and through post-sale follow-up. You will work to understand the market so that we can provide a high-quality and comprehensive suite of products and services that exceeds our customers' expectations.

The CRM will receive help from, and when needed will provide guidance to, junior team members to cohesively manage relationships with our customers and partners, ensuring their needs are met promptly and effectively. You will play a crucial role in driving customer outreach, managing customer relationships, and enhancing overall customer satisfaction.

RESPONSIBILITIES AND DUTIES

• Oversee the day-to-day operations of MII's sales process, from new account setup, to customer maintenance, to oversight of daily order processing, among others.
• Own MII's pricing, contract, and rebate program; liaising between MII leadership, wholesale distributors, and end-user customers regularly.
• Collaborate with sales team and MII Senior Leadership to develop strategies for penetrating new accounts and markets, and ways to increase revenue in existing.
• Assist MII's Customer Service team with high-level customer issues and concerns promptly, ensuring a timely resolution and high customer satisfaction.
• Collect and analyze customer feedback, sales tracings, performance metrics, and market trends; prepare, and when needed present, findings to MII Senior Leadership.
• Draft and execute company-wide and product-specific training programs for customers, distributors, and sales representatives.
• Collaborate with sales and marketing teams to identify, analyze, and report on campaign performance; leverage data to optimize and increase revenue for future campaigns.
• Perform internal audits on inventory, processes, and reports, among others when needed, to ensure information provided is complete and accurate.
• Travel: limited, but may be needed on occasion (

QUALIFICATIONS

• Bachelor's degree in business, management, communications, or related field from a four-year college or university required.
• 6-8 years' experience in a customer-facing role required; medical device/healthcare industry experience strongly preferred.
• Working knowledge of wholesale and retail pricing models, rebates, contracts, and charge-back programs.
• The ideal candidate will be a strong problem solver who can work independently, with minimal supervision.
• Prior experience working with medical distributors, GPOs, and external sales teams.
• Strong understanding of customer relationship management principles and practices.
• Knowledge of regulatory requirements in the medical device industry, a strong plus.
• Must be proficient in Microsoft Office 365 (Outlook, Excel, PowerPoint, Word); experience with CRMs, Amazon Seller Central, Adobe Suite, a strong plus.
• Excellent people skills to interact with customers, colleagues, cross-functional teams, and third parties.
• Ability to organize, prioritize, and meet deadlines in a fast-paced environment while simultaneously handling multiple initiatives.

BENEFITS PROVIDED

The CRM is a hybrid position working remotely on Mondays, and at our Headquarters located in Hamilton, NJ Tuesday-Friday. MII offers several flexible hour arrangements for on-site days.

The proposed salary band for this position is $80,000-$90,000 annually. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. This position is also eligible for additional forms of compensation, such as bonuses.

At MII, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive health Compensation package (medical, dental, vision, prescription, FSA and/or HSA), life and disability insurance (completely paid by MII), 401k with company match, fifteen (15) flexible PTO days as well as seven (7) company paid holidays, and a monthly cell phone reimbursement.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• The physical demands and environmental characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
• While performing the duties of this job, the employee is regularly required to sit or stand; use hands and fingers to handle or feel; reach with hands and arms; and talk or hear.

The employee must frequently lift and/or move up to 35 pounds.