Company Overview: At PENTAX Medical we put our customers at the center of everything we do and strive to differentiate ourselves as a medical device company that delivers a remarkable customer experience. We accomplish this by ensuring that we deliver on our brand promise to each and every customer. This promise includes a commitment to developing a holistic understanding of their needs and challenges, being agile and flexible in our response to those needs, being dedicated to their success and ensuring that we connect them to a community of experts to share best practices and solutions. All this while advancing our mission to improve the standard of patient care and quality of healthcare delivery by providing the best endoscopic products and services with a focus on quality, clinically relevant innovation and simplicity. We are committed to working with our employees to create positive, challenging and fulfilling careers. We believe that our employees are our greatest strength and enable us to deliver unmatched service and satisfaction to our customers. Job Summary The Contracts & Customer Experience Manager will be responsible for the processes and procedures utilized by PENTAX Medical to ensure a great customer experience. This role will also manage customer contracts and the RFP process, in both French and English. Working closely with Customer Service, Service, Finance, Sales and Marketing departments, the Contracts & Customer Experience Manager will influence internal stakeholders to optimize all aspects of the customer experience with PENTAX Medical and our products. Working closely with key customers, this individual will develop a deep understanding of our customers’ needs to ensure that our solutions evolve. This role also includes people management responsibilities for (currently) two direct reports (Contracts Administrator, Supervisor – Customer Service) and 3 indirect reports (Bilingual Customer Service Representatives). Main Responsibilities of Contracts and Customer Experience Manager: Customer Experience + Develop deep understanding of customer needs and work with the PENTAX Medical (Canada) management team to execute industry leading customer experience. + Develop a strong understanding for best practices within medical device and other healthcare approaches to customer service. + Develop a complete understanding of the PENTAX Medical customer experience, including Customer Service, Operations/Service, Sales, and Finance departments. + Identify opportunities to improve Standard Operating Procedures (SOPs) in order to enhance the efficiency and effectiveness of PENTAX Medical resources. + Establish a measurement system to assess the level of customer experience being delivered + Work with Marketing to establish Customer Service value proposition utilized in existing and prospective accounts. + Assist in managing high-priority customer issues to ensure a positive outcome for key accounts. Contract Management + Utilize and optimize PENTAX Medical SOPs to deliver best practices in customer contract management. + Manage all existing and new contracts by coordinating with Operations/Service and Sales. Oversee the Contracts Administrator role to ensure all Customer Contracts and Service billings are accurate and up to date. + Identify opportunities to improve customer contracts in order to enhance the customer experience and profitability of existing contracts. + Manage reconciliation of all contracts on an annual basis to ensure the changing needs of customers are reflected in agreements. + Manage the internal audit of field team deliverables agreed to in customer contracts. RFP Management + Maintain and refine an internal process for coordination and submission of all PENTAX Medical RFP/RFQ/RFI responses, including reviewing Healthcare public bid website at pre-determined intervals to uncover RFP opportunities. + Thoroughly read and understand RFP, RFQ, or RFI to aid in deciphering client deliverables and distribute necessary information to internal and external team members. + Own the RFP coordination process to facilitate meetings and ensure all tasks are scheduled/assigned for proposal/marketing efforts. Regularly update Sales and Marketing leadership on all key deliverables. + Manage electronic proposal files and maintain archival library. + Establish and maintain a knowledge base of current proposal information, graphics, proposed solutions and sales messaging. + Compile final documents using current PENTAX Medical branding standards (electronic and/or hard copy as outlined in RFP request) for submission to client, including materials coordination, copying, scanning, binding and shipping arrangements if needed. + Implement and utilize RFP best practices to improve efficiency and effectiveness of internal process. Qualifications: + Fluently bilingual in French and English, both written and verbal is an absolute requirement + Post-secondary degree or diploma in Business, Marketing, or related field; or equivalent experience + Minimum of 5+ years of related experience in Contract and RFP Management and Customer Care + Experience in people management – coaching, mentoring, hiring, performance management and dealing with employee relations matters + Demonstrated experience working with lean process management tools + Experience with MS Office Suite (Word, Excel, PowerPoint, Visio, Outlook) + Working knowledge of Client Relationship Management (CRM) tools (preferably Salesforce) and Enterprise Resource Planning (ERP) tools (preferably D365) + Exceptional organization skills and attention to detail + Ability to adapt to changing priorities and thrive in a fast-paced, team-oriented work environment + Ability to work with minimal supervision and demonstrate initiative and good judgment + Ability to represent the company in a positive and professional manner