Founded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets Continuous Glucose Monitoring (CGM) systems for ambulatory use by people with diabetes and by healthcare providers for the treatment of people with diabetes. The company is the leader in transforming diabetes care and management by providing CGM technology to help patients and healthcare professionals better manage diabetes. Since the company's inception, Dexcom has focused on better outcomes for patients, caregivers, and clinicians by delivering solutions that are best in class-while empowering the community to take control of diabetes. Dexcom reported full-year 2020 revenue of $1.9B, a growth of 30% versus 2019. Headquartered in San Diego, California, with additional offices in the U.S., Europe, and Asia Pacific, the company employs over 6,000 people worldwide.
About Partnership Operations:
Recently formed, the Partner Operations group is a rapidly expanding, fully-dedicated team focused on the building and scaling the solution implementation and on-going support process for Dexcom's business-to-business (B2B) customers. These solutions create significant value by driving Dexcom's world-class continuous glucose monitoring (CGM) technology into new applications, such as non-intensive type 2 diabetes, the hospital, managed care facilities, and pregnancy (including gestational diabetes). Each member of the Partner Operations team plays a critical role in driving a consultative implementation engagement that drives value to Dexcom and its Enterprise B2B Customers.
Essential Duties and Responsibilities:
The Partner Operations Success Manager plays a crucial role in Dexcom's business-to-business (B2B) customers' growth by driving the development, deployment, and measurement of customer sustaining operations post commercial launch
The Partner Operations Success Manager will lead cross-functional teams across Product, Sales, IT, Supply Chain, Finance, Customer & Technical Support, and Data Platform to develop, manage and deliver the following:
Partner Operations Sustainment Model - scope, resource needs, RACI, tools, and reporting mechanisms
Sustainment Operations Processes, including, but not limited to, Account Monitoring, Software/Hardware/Integration Support, Revenue Tracking, Demand Planning & Forecasting
Customer Success KPIs and associated Management Reporting of commercial analytics (to internal & Customer's Management)
Contingency planning processes and resource coordination
Continuous process improvement in post-launch activities/processes to enable scalability
These efforts are supported by strategic and operational expertise in healthcare commercial operations, technology, data analysis and communication - all in a combined effort to best serve our Customers' needs
Responsibilities:
Manage all facets of customer post commercial launch/"sustainment" with customers and associated internal teams to ensure customer retention and partnership success
Develop and analyze operational processes, escalation procedures, and performs training needs assessments for resolution of service delivery issues, while identifying opportunities for value add to the customer
Lead customer success core teams to drive cross-functional alignment on customer issue resolution, inquiries, account monitoring, and ensure centralized & consolidated communication back to customer
Collaborate with Supply Chain, Operations, and Logistics teams to ensure availability and continuity in product supply to meet customer demand
Collaborate with Commercial, IT, Finance, and BI teams to assure revenue tracking and contract requirements are being met
Generate insights into Customers' activities through direct engagement, advanced analytics and data mining, and core team collaboration to provide Voice of the Customer feedback to Account and Product Management Teams
Support the strategic planning process by providing operational expertise and feedback on existing partnerships/customer experience to drive current/future Dexcom product and service investments and capabilities
Support program management office with milestones and phase gate approvals adhering to applicable business processes
This position assumes and performs other duties as assigned.
Required Qualifications:
Ability to lead a cross-functional team that includes both technical and commercial representatives to guide customers through their post-commercialization launch journey
Exceptional communication and relationship management skills to interact directly with customer executives, as well as their support representatives
Demonstrated team player with a strong, open and collaborative work style, a customer-service orientation, and ability to coordinate multiple projects in a fast paced and deadline driven environment
Creative problem solver; willing to engage with the cross-functional team and/or customers to anticipate and work through challenges
Passionate about data, data-centric decision making and innovation
Ability to work independently with little guidance in a fast paced, changing environment
Preferred Qualifications:
Experience in developing and then scaling enterprise/B2B customer support business processes
MBA or management consulting experience a plus
Experience in a Medical device or regulated industry and exposure to regulatory submissions. Understanding of FDA regulations including fundamentals of quality management systems (e.g. 21 CFR 820, ISO 13485)
Experience or knowledge of digitally connected devices and/or population health. Experience in commercializing a digital therapeutic or digital health solution
Travel Required:
Up to 25%
Experience and Education Requirements:
Typically requires a Bachelor's degree and a minimum of 8-12 years of related experience.
At this level a graduate degree may be desirable with 4 years of related experience.
Workplace Type:
The Workplace Type for this role is Flex. Based on the nature of your position you will be working onsite approximately 2-3 days per week from collaborative space and hoteling desks at our Dexcom sites. You will need to be located within commuting distance (typically 75 miles/120km) of your assigned Dexcom site.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at talentacquisition@dexcom.com.
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom's AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com.
View the OFCCP's Pay Transparency Non Discrimination Provision at this link.
