Customer Care is a frontline team that ensures our customers success across the world, by delivering a comprehensive set of support services from our Technical Support Centers across the regions to Field Services delivering onsite repair and maintenance for Cepheid systems.
The Global ASP & Indirect Service team is a part of Customer Care managing indirect Channel Partners enablement and program implementation.
The APAC Excellence Manager is a high visibility role in the organization and is part of a worldwide team to implement enablement structure and controls for third party distributors and service providers.
Critical will be the running of a digital partner lifecycle to improve relationships, increase customer experience and drive direct equivalence in APAC indirect channel
ESSENTIAL JOB RESPONSIBILITIES:
1. Enablement: Implementation, functionality, content and structure for management of the PRM lifecycle in SFDC
2. KPIs: Bilateral handoff to Greater India, ANZ, South East Asia service operations teams for SLA sustainment
3. Equivalence: Readiness for potential strategic channel variations and service delivery equivalence with Cepheid’s direct field
4. Programs: Association to ASP Fees, value proposition opportunities and asset entitlement landscape
TRAINING RESPONSIBILITIES: (REQUIRED)
+ Complete all assigned and required training satisfactorily and on time
Education or Experience (in years):
+ Bachelor’s degree in field of related work experience (international project management) OR
+ Master’s degree in field with 7+ years of related work experience
Knowledge and skills:
+ Must be able to speak and write in English fluently. Second language is advantageous.
+ Have an excellent knowledge in use of ERP/CRM systems (SAP/SFDC). Partner Community Cloud and Lightning tangible project experience is advantageous.
+ Partner management experience. Working with or managing channel partners on commercial or operational aspects in Europe, Middle East or Africa or South East Asia would be an advantage for the candidate
+ Experience of building, leading teams across multiple locations. Geopolitical know how.
+ Skilled at data aggregation, trend analysis, and other operational reporting
+ Develops relationships with territory managers to partner on Key Account management and support. Strong collaborations skills, able to achieve success by leading teamwork across the organization
+ Ability to work well independently and exercise appropriate judgment under general direction. Take direction from multiple sources and manage conflicting priorities in an effective and efficient manner
+ Use continuous DBS, Lean, Six Sigma Principles and problem-solving process to bridge the gap between company and end users, with zero tolerance on compliance deviations.
+ Is fluent in the use of Microsoft Office Software (Excel, Word, MS TEAMS)
+ Effective leader, that builds and brings together teams, while motivates and drives effective communications between teams
+ Builds an environment of continuous improvement, drives effective change
+ Dedication to customer experience. Understanding of market dynamics and builds solutions to serve the disparate needs of a diverse customer base
+ Mentors and supports development of Managers within the team
+ Good management of priorities according to established prioritization
+ Very thorough, detail oriented, and excellent communication skills
+ Strict adherence to the Danaher integrity and compliance policy
Other: Travel 25% or as required for essential meetings.
Job Location : India, Delhi
The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.
Operating Company: Cepheid