Danaher Corporation Program Manager, Customer Care APAC in Gurugram, Haryana, India
Job Title: Program Manager, Customer Care APAC
Job Location: India
Job Profile: Customer Support > Non-Technical Program Management
Position reports to: Sr Manager, APAC Partner Excellence
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 role is a high visibility position in the organization and will lead a future team to create digital enablement structure and controls for third party distributors and service providers.
Critical will be the setup and running of a digital partner lifecycle to improve relationships, increase customer experience and drive direct equivalence in APAC indirect channel. This ability to bring our partner network up to our internal standards of service delivery will continue to enhance our best-in-class customer experience, whilst providing innovative means to supply timely support, enhance customer satisfaction, exceed revenue growth and reduce costs.
ESSENTIAL JOB RESPONSIBILITIES:
Own the Functionality, content and structure for running the Partner Relationship Management lifecycle in Salesforce.com.
Develop KPIs and drive a Bilateral handoff to regional service operations teams for SLA sustainment.
Drive Readiness for potential strategic channel variations and service delivery equivalence with Cepheid’s direct field
Programs: Association to ASP fees, value proposition opportunities and asset entitlement landscape
Develop and manage Data Analytics associated with the APAC Partner excellence programs. Work closely with all internal and external team members to work in regional and global metrics and KPIs.
Presents results and progress of projects to the leadership team at regular intervals.
Develops detailed schedules for critical project activities.
Tracks and manages project execution against timeline, revising as appropriate, to meet changing project needs and requirements.
Manages multiple projects in a rapidly changing environment.
Facilitates discussion of all stake holders in a positive and proactive manner.
Analyzes risk, issues, and opportunities, and takes proactive ownership to resolve project issues as they arise.
Applies Danaher best practices and processes to manage projects
Highlight potential obstacles to successful project completion making appropriate recommendations to resolve these
Escalate issues as necessary for prompt and effective resolution
Education or Experience (in years):
Bachelor’s degree with 2+ years of related work experience OR
Master’s degree in field with 0-2 years of related work experience.
Bachelor’s degree in field with 7+ years of related work experience (international project management) OR
Master’s degree in field with 5+ years of related work experience
Ability to work in Multicultural environment
Distributor and Partner Management experience
Project and program Management experience
TRAINING RESPONSIBILITIES: (REQUIRED)
- Complete all assigned and required training satisfactorily and on time
Knowledge, Skills, and Abilities:
• 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 will be essential. Working with or managing channel partners on commercial or operational aspects in APAC, South East Asia. • 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
Travel: Travel 10-25% or as required for the job
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 (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .
Operating Company: Cepheid