Business Analyst - Customer Success - Shockwave Medical

Johnson & Johnson•Santa Clara, CA

1d•Remote

About The Position

Johnson & Johnson is hiring for a Business Analyst - Customer Success – Shockwave Medical to join our team. The position is FULLY REMOTE and can sit anywhere in the US. At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow and profoundly impact health for humanity. Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Ready to join a team that’s pioneering the development and commercialization of Intravascular Lithotripsy (IVL) to treat complex calcified cardiovascular disease. Our Shockwave Medical portfolio aims to establish a new standard of care for medical device treatment of atherosclerotic cardiovascular disease through its differentiated and proprietary local delivery of sonic pressure waves for the treatment of calcified plaque.

Requirements

Associate’ degree or equivalent working experience of at least 5 years of relevant experience, preferably in medical devices or pharmaceutical industry, with 2 years’ experience supporting Customer Service, Sales Operations, Finance, in an analytical capacity creating data reports and analytics.
General knowledge and application of procurement concepts, procedures, and practices.
Ability to adequately perform tasks and work within a quality system environment as this position directly impacts our business’ compliance with governmental regulations.
Ability to use professional concepts and company policies and procedures to solve routine problems.
Excellent communication and customer relations skills for working with other departments, customer service, coworkers and answering incoming calls.
Knowledge of Excel (pivot tables and other analysis tools); Salesforce, PowerBI, and Oracle ERP
Ability to work in a fast-paced environment while managing multiple priorities.
Operate as a team and/or independently while demonstrating flexibility to changing requirements.
There may be continuous sitting for prolonged periods (more than 2 consecutive hours in an 8-hour day).

Nice To Haves

Analytical Reasoning
Business Behavior
Cross-Functional Collaboration
Customer Acquisition Strategy
Customer Centricity
Customer Effort Score
Customer Engagement
Customer Intelligence
Customer Journey Analysis
Customer Journey Mapping
Customer Retentions
Customer Success Management (CSM)
Execution Focus
Industry Analysis
Sales Enablement
Sales Support
Service Excellence

Responsibilities

Responsible for bridging gaps across Order-to-Cash stages in collaboration with various teams such as Inventory, Sales Operations, Warehouse and Distribution
Review post-order management data and initiate corrective actions in relation to shipments, invoicing, inventory reconciliation, consignment roll-out or conversions, and any new program or system launches.
Take the lead in escalating and resolving order fulfillment issues which include cross-functional meetings with internal and external stakeholders.
Analyze logistics trends, identify issues and submit potential solutions for improvement to management.
Self-direct and prioritize incoming requests for analysis. Conduct analyses, develop conclusions and communicate recommendations to key stakeholders
Identify and implement process improvement areas related to credits, rebills, and returns
Support monthly/quarterly/annual audit procedures
Generate and disseminate reports appropriate to the requirements by other partners such as Finance and Commercial teams.
Perform ad hoc reporting and analysis on inventory and metrics
Provide exceptional customer service to all internal and external customers
Perform other duties as assigned

Benefits

Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
PENSION
401(k)
long-term incentive program