Customer Solutions Manager

Description

Customer Solutions Manager 

Full-time | Permanent | Onsite

Salaried | $110k - $160k

*We are not currently working with third party agencies on this role.

About Us:

Vantedge Medical is the premier metals-based med-tech and energy infrastructure solutions partner from concept to full-scale manufacturing. We are at the forefront of precision engineering and innovation, specializing in the development and manufacturing of vital components for medical markets such as Robotic Assisted Surgery, Orthopedics, Surgical Instruments, and Dental, as well as large-format steel fabrications for energy infrastructure and industrial applications. Our teams work in unison, collaborating and problem-solving to serve the manufacturing needs of top Medical OEMs and energy sector partners around the globe. Making a difference in the lives of patients and in the advancement of sustainable energy drives us to go above and beyond every day. With a steadfast commitment to advancing manufacturing technology, we take immense pride in the work we do – and have a lot of fun doing it.

About this Opportunity:

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.  The ideal candidate is an experienced, strategic leader who can balance operational detail with long-term vision—ensuring both site and commercial strategies are supported through KPI development and measurement, as well as supporting and leading cross-functional process development.   

This role works closely with Site Leadership, Operations, Engineering, Quality, and Business Development to meet evolving customer needs while scaling our service capabilities.  Success in this role requires excellent communication skills, and a proven history of building and fostering a strong team in a fast-paced environment.  Complete responsibility for customer order management.  Candidates must have strong, decision-making skills, an understanding of business financials, experience in objectives/KPI reporting, and a passion for supporting customers and team members.

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 
• Owns the end-to-end order management lifecycle process.   
• Where a Customer Solutions team is not yet in place, act as an individual contributor to: 

1. Efficiently field customer interactions, process and acknowledge customer orders, as well as regularly report and reconcile open orders with customers 
2. 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  
3. 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 
• Champion innovation, principled entrepreneurship, respectful challenge, and economic thinking at all levels 
• Build and maintain strong internal stakeholder relationships to foster high cross-functional collaboration, identifying improvement opportunities   
• Drive continuous improvement initiatives by identifying process enhancements that contribute to a superior customer experience 
• Stay informed about Vantedge Medical’s global capabilities, recognizing and leveraging opportunities to enhance customer engagement and growth, fostering knowledge-sharing with other sites 
• Additional responsibilities as assigned to support business objectives 

Requirements

• 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, Engineering 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 
• May require long periods of sitting and close visual acuity to perform activities such as:  preparing and analyzing data/figures, viewing a computer screen and extensive reading 
• Up to 5% travel based upon business need 

What will put you ahead: 

• Master’s degree in related field 
• Medical contract manufacturing (CMO) experience 
• Lean Six Sigma and/or Agile certifications 
• Experience in Microsoft Power BI 
• Metals industry experience 
• Experience in pipeline reporting and pipeline management with Customer Relationship Management (CRM) software such as SalesForce, Hubspot, or Microsoft Dynamics  
• Experience using Infor’s Visual ERP software