Position Information

Boston Scientific Senior Customer Experience Specialist - Minnesota Innovation Center

To Apply Click this link: https://jobs.bostonscientific.com/job-invite/561991/

Join a customer-facing marketing team with a unique, cross-divisional perspective across multiple dynamic businesses and customer segments within Boston Scientific. The Customer Experience Specialist will be responsible for designing, developing, and executing high-impact programs, in collaboration with the commercial organization (marketing and sales). The Customer Experience Specialist must successfully apply their experience in creative ways that support the marketing objectives within the Maple Grove and Arden Hills Campuses. The Customer Experience Specialist must possess an understanding of customer’s unique needs to such a degree that they can design and deliver differentiated visits and experiences that encourage the transformation of customers into brand advocates.

Your responsibilities include:

  • Serves as an ambassador for Boston Scientific by providing thorough and professional communication, visit oversight and management, and direct customer interaction from program inception through completion
  • Manage customer experiences through various delivery methods: on-site, virtual, and hybrid
  • Manage customer programs in multiple locations (either Maple Grove or Arden Hills)
  • Work with senior leadership, sales, marketing, and other departments to create, plan and execute customized programs that meet the objectives of both the customer and account team
  • Build and maintain relationships with marketing, engineering, sales reps, and executives to ensure the execution of successful and customized customer interactions
  • Communicates with stakeholders and customers to ensure that the curriculum is designed to meet program objectives and to coordinate logistics for their participation in the event 
  • Interacts with management and sales representatives to coordinate their participation in customer visits by determining the nature of their involvement and informing them of the logistical details 
  • Defines and executes customer programs, striving to always develop excellence and improvements in customer experiences
  • Works with various teams and stakeholders to strategize, source, create and include multimedia content and interactive hands-on experiences for visits that support business objectives
  • Facilitate planning and preparatory calls with the account team and discussion leaders to ensure understanding of program objectives
  • Onsite and Virtual Program Facilitation: Facilitate and moderate customer and partner engagements
  • Communication: Market and evangelize the program internally as well as collaborate with marketing, marketing communications, public relations, and web teams to leverage existing content and media coverage for upcoming programs
  • Metrics & Continuous Improvement: Evaluate the effectiveness of programs by soliciting participant feedback, summarizing results, and formulating recommendations to determine successes and areas of improvement, which will be used to improve subsequent program effectiveness
  • Process & System Activation & Improvement: Represents function as an expert, initiating, guiding, and/or participating in various process and system activation and improvement efforts (e.g. Cvent, salesforce.com, etc.)
  • Quality System Requirements: In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance with the Quality Policy and all other documented quality processes and procedures.
Position: Boston Scientific Senior Customer Experience Specialist - Minnesota Innovation Center
Organization: Boston Scientific
Location: Maple Grove,  MN 
United States
Salary: TBD
Posting Start Date: 4/18/2023
Date Posted: 4/18/2023

Required qualifications:

  • Ability to host customer programs in person at the Maple Grove or Arden Hills campuses and virtually when necessary 
  • Demonstrated ability to work independently and collaboratively to meet deadlines and prepare materials with a high degree of accuracy
  • Must be highly organized, proactive, resourceful, energetic, creative, and solutions-oriented
  • Demonstrated ability to exercise sound judgment – even in the throes of pressure and situations requiring instant solutions and resolution
  • Ability to collaborate with and influence key stakeholders without direct authority
  • Demonstrated ability to develop and maintain strong relationships with internal and external customers
  • Must have excellent written and verbal communication and interpersonal skills including demonstration of diplomacy and tact to resolve difficult, contentious and/or potentially significant business-impacting situations
  • Demonstrated ability to quickly learn and adapt to multiple technology and software systems
  • Proficient with Microsoft Office products; specifically, Outlook, Word, Excel, and PowerPoint required.
  • Experience with Cvent and salesforce.com desired.
  • Demonstrated ability to develop, execute and project manage fully integrated, high-touch customer experiences that align with organizational goals
  • Must have strong presentation development and delivery skills
  • Demonstrated success supporting and/or managing multiple complex projects simultaneously
  • Bachelor’s degree required, preferably in marketing, communications, or related field.

Preferred qualifications:

  • Briefing Center or Innovation Center experience
  • Industry association engagement, participation, and leadership preferred
  • Bachelor’s Degree or higher
  • 3-5+ years’ experience in guest services or related field
  • 3-5+ years’ experience in a corporate environment working in a briefing center and/or managing tradeshows in B2B healthcare industry, preferably directly employed by highly regulated companies in the healthcare (emphasis on pharma/medical device/biotech) or financial industries
  • Ability and willingness to work weekends, holidays and special events as needed (based on visit requests)
Status: This listing expires on: 10/15/2023
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Organization Information
Boston Scientific
One Scimed Place, Maple Grove, MN, 55311

Maple Grove,  MN 55311
United States
(763) 258-9652
Staci Kvasnik