Senior Analyst Customer Support

Johnson & Johnson’s Cardiovascular & Specialty Solutions (CSS) Group within Medical Devices is recruiting for a Senior Analyst Customer Support to be located in Irvine, CA, which is our CSS headquarters.

Chronic sinusitis affects 3 million Americans each year and five per cent of the U.S. adult population suffers from a phenomenon referred to as Eustachian Tube Dysfunction (blocked ears / ear pain). Acclarent, Inc. is dedicated to supporting otolaryngologists with minimally-invasive ENT technologies that relieve this suffering as effectively and painlessly as possible. For more than a decade Acclarent, Inc. has pioneered innovative technologies, including the balloon dilation system that’s been used to treat more than one million patients.

The Senior Analyst supporting Acclarent, Inc. is the liaison between Customer Support and the Acclarent Commercial organization in the development, coordination, & execution of Acclarent commercial programs to drive growth. This individual is responsible for the tracking and analysis of data, for report preparation and delivery, as well as end to end business process review to identify and address opportunities for operational, financial and technological improvements/efficiencies. Responsibilities include providing subject matter expertise in the areas of order and program management and demonstrate detailed understanding of the business in support of commercial objectives, strategy, and current programs and pathways.

This individual must demonstrate the following behaviors in their role: function independently on a day-to-day basis; proactively seek resolution of problems; assume leadership roles on teams and projects within and across departments and functions.

Responsibilities

Under limited supervision and in accordance with all applicable federal, state, and local laws/regulations and Corporate Johnson & Johnson procedures and guidelines, this position should possess:

• Ability to collaborate and partner with Commercial teams (Marketing, Sales, Contracts, Technical Services, HCC, Legal, Finance, Supply Chain, Distribution) in the development, coordination, & execution of Acclarent commercial programs to drive growth.
• Deliver elite customer and field support to Acclarent on current program offerings and use of tools to prepare for customer presentations and meetings. This includes but is not limited to maintenance of a database such as SharePoint for use by field sales associates, posting tools, and updating tools and pricing matrices for new product offerings.
• Execute order management process with Solugenix Corporation business partners to ensure order entry accuracy and efficiency in support of all capital equipment Hardware, Software, and Service, third party equipment, and relevant disposables orders.
• Develop, maintain, and utilize monthly dashboards, trackers, and/or metrics that drive impactful, continuous improvement in support of the business strategy.
• Monthly and quarterly reporting and presentation of sales analytics to cross-functional management teams.
• Lead or participate in multiple projects by completing and updating project documentation; managing project scope; determining daily priorities; ensuring efficient and on-time delivery of project tasks and milestones; following proper escalation paths; and managing and maintaining third party relationships.
• Champion knowledge of applicable HCC, Legal and SOX requirements through updating policies and liaison with appropriate experts/leaders within J&J.
• Develop goals & objectives and personal development plans. Perform other related duties and take on additional projects as required.
• Support ongoing development and implementation of Commercial deployment strategies.
• Responsible for ensuring personal and company compliance with all federal, state, local and company regulations, policies, and procedures.
• Understand and navigate needs and expectations of multiple stakeholders