Manager, Commercial Operations (Plasma)

Overview Acts as the internal voice of the customer in support of a seamless quote to cash experience within the assigned organization. Ensures effective communication on all customer‑facing activities, internal and external. Supports sales team in cross functional activities (quoting & contracts, customer service, logistics, supply chain management and quality are key areas of focus) providing guidance on planning, reporting, fleet management, and contract administration. Leads standardization of policies, processes, tools and systems to enable a Global function. Partners effectively with marketing, finance, supply chain and sales on contract compliance and fulfillment, demand planning, and issue resolution as well as customer service and support. Responsibilities Customer Relationship Management: Ensure high customer satisfaction through quality services and act as the primary post‑sale contact for assigned customers or sales regions. Responsible for a defined client portfolio or business unit, ensuring proactive communication, timely responses, and superior service for high potential accounts. Serve as an escalation point for complex customer issues, orchestrate cross‑functional resolution and communicate to customers and internal stakeholders ensuring high‑quality customer outcomes/satisfaction. Strategic Alignment: Collaborate with cross‑functional business partners to deliver customer outcomes. Partner with sales, supply chain, contracts, customer service, marketing teams for cohesive strategy execution. Establish benchmarks/dashboards, supervise customer performance, and provide insight to leadership with recommended actions. Work with Sales Leaders, Commercial Solutions Leaders, and Global teams for unified strategy. Business Objectives: Work with sales and inside sales to assure customer retention within assigned markets. Identify upselling opportunities and drive continuous improvement. Organizational Evolution: Support the evolution of the GCO (Global Commercial Operations) team and enhance capabilities. Strengthening the partnership between Sales and GCO. Qualifications Bachelor’s Degree – Business, Finance, Supply Chain, or related degree required. 5 - 7 years of experience in customer success management, sales operations, and/or customer support and service within a Commercial or transactional Supply Chain environment. Medical Device preferred, not required. Experience in developing process improvement procedures to provide guidance on planning, fleet management, and contract administration as well as customer services and support. Experience in managing relationships with key operational contacts and implementing benchmarking tools that drive customer value and focus on important industry KPIs. Experience utilizing Oracle order management, Salesforce, Agile, HubSpot (preferred), and Microsoft Office products including Excel and PowerPoint. EEO Policy Statement The company is an equal opportunity employer and provides job opportunities regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected status. #J-18808-Ljbffr Haemonetics Software Solutions