Senior Manager, Deployment Customer Experience

Terumo BCT, Inc. • Denver, CO

20d • $147,000 - $160,000 • Hybrid

About The Position

As the Senior Manager, Deployment Customer Experience, you’ll shape and elevate the entire customer deployment lifecycle for transformative medical technologies. In this role, you’ll lead deployment readiness, hyper care, and ongoing support; design seamless customer journeys; build scalable processes; guide command‑center support models; and leverage data‑driven insights to continuously enhance outcomes. You’ll collaborate closely with cross‑functional partners while leading a team of subject matter experts who ensure customers realize exceptional value at every stage. This role is ideal for a strategic, solutions‑oriented leader with deep ERP/CRM expertise, strong process‑design capabilities, and a passion for creating customer experiences that make a meaningful impact.

Requirements

• Bachelor’s degree Master’s preferred, or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.
• Five years’ experience with SAP, SalesForce, and ServiceMax, or equivalent ERP and CRM platforms
• LEAN, Six Sigma experience
• Project management
• Device, application, and solution deployment experience with implementation design mapped to a targeted customer experience.
• Minimum 10 years’ experience in a customer experience, support, or service role.
• Detailed knowledge and use of SAP, SalesForce, or equivalent ERP and CRM platforms
• Ability to manage multiple simultaneous customer deployments. Ability to work non-standard business hours as needed during deployments.
• Demonstrated ability to capture, interpret, and organize data and metrics for effective presentation and actionable outcomes.
• Ability to design, map and implement processes. Ability to objectively assess, identify defects, and improve process.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Confidence and competence in representation of the function during customer collaboration.

Responsibilities

• Deployment Readiness
• Map the customer journey from deployment planning through go live. Work with the customer to develop and implement processes and standards, systems, behaviors and communications for an intended experience.
• Develop objectives and implement Terumo BCT readiness checklists for each deployment scenario, as applicable.
• Working with internal resources and with customers, define mock cutover testing scenarios and procedures.
• Manage all aspects and ensure execution of Terumo BCT readiness for multiple and rapid parallel deployments. Communicate with business stakeholders, process owners and customers at key milestones during deployments.
• Define KPI and implement systems and process for data capture and reporting. Analyze performance data and implement process changes as needed. Deliver KPI in customer business reviews.
• Hyper care and Support
• Map the customer journey from go-live through hyper care and support. Work with customers and Global Services to design an intended experience, and implement models that scale with customers, market and business units.
• Implement hyper care and support ‘Command Center’, technology and process to ensure all customer issues are resolved.
• Promote hyper care and support models across business areas and functions to enhance the customer value realized by these programs.
• Create criteria and metrics that define hyper care and support phases. Create data visualization and reports, and present in customer business reviews.
• Exercise authority and leverage data in negotiation with the business on mission-critical issue resolution, escalation, and communication.
• Represent the customer and Global Services in working cross-functionally with I&D, Commercial, Service and others in process improvements, enhancements and prioritization.
• Management
• Manage and provide leadership for the functional group’s development, direction, and effectiveness, adhering to organizational policies and processes and supporting overall business and corporate objectives.
• Create a highly functioning team of subject matter experts to represent the customer to the business and execute the intended customer experience.

Benefits

• At Terumo Blood and Cell Technologies, we provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well-being, work-life and recognition programs which support in unlocking the potential for you and your family.
• Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more.
• To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work-life balance we have vacation and sick time programs for associates.
• For us, it’s about protecting the personal welfare of our associates and their families, helping to achieve personal goals and offering those extra touches for convenience, security and overall peace of mind.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level