Danaher Corporation LATAM Channel Partner Excellence Mgr, Customer Care in Mexico City, Mexico
The LATAM Channel Partner Excellence Manager will be , primarily, responsible for enhancing the customer experience within our Indirect market across LATAM region, whilst expanding service sales growth within existing install base and value creation in new market o pportunities.
Works with cross-functional partners to ensure indirect organizations are meeting KPI / financial targets relative to service.
The ability to bring our distributor network up to our internal standards through process improvement and timely support will continue to enhance our best-in-class NPS while driving revenue growth and cost initiatives.
Critical will be the setup and running of a partner lifecycle to improve relationships and increase customer experience.
ESSENTIAL JOB RESPONSIBILITIES:
Ensures that customer satisfaction targets are met / exceeded
Ensure service coverage options and offerings are aligned with regional customer requirements
Conduct channel partner business reviews pertaining to service performance.
Ensures CRM records and systems are maintained
Accountable for KPI’s and initiatives to enhance service business revenue performance
Provides ongoing assessment and recommendation for support offerings within emerging countries
Drive channel partners to deliver on targets, ensuring that the Customer Experience in indirect countries upholds the Cepheid Brand value.
Responsible for contract growth and associated KPI performance
Accountable for new business growth development
Create and execute service marketing initiatives and campaigns
Partner with regional teams to establish annual service pricing strategy
Drive value creation and new opportunities to drive incremental revenue streams
Project Manage key service initiatives, develop and execute project plans and associated content, track project milestones and deliverables
Create recommendations and develop best practices and tools for execution and management
Identify viable new market and growth opportunities through business planning
Align WW distributor service pricing strategy
Provide regular forecasts for financial performance
Develop support strategy including justification for business development opportunities
Partner with regional business managers to develop monthly reporting metrics
Conduct distributor ASP business reviews pertaining to service performance
Monitor and drive process in conjunction with key stakeholders to ensure contract penetration and warranty conversions to exceed regional sales targets
Develop understanding of end customer support needs and opportunities
Review and standardize documentation supporting service contract, MSA and tenders
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES (MINIMAL COMPETENCIES)
Bachelors degree or equivalent experience
3 years of Management experience
Ability to work in Multicultural environment
Sales experience within distributor and Emerging Markets (services preferred)
Project Management experience
Excellent English communicator via phone, email, PowerPoint and face-to-face
Ability to work in an office environment
International travel 25%, up to 50%
When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.If you’ve ever wondered what’s within you, there’s no better time to find out.
Operating Company: Cepheid