Senior Supply Chain Director, Inspirity Customer Success

Contributes significantly to the supply management initiatives of Mayo Clinic and Mayo Clinic customers. Develops and participates in short-term tactics and long-range plans that result in optimal supply chain management operations and performance. Takes an active role with physician and executive leadership on proactive supply chain management strategies and addressing daily supply chain operations including customer relationship management, process and project management. Functions as a mentor and facilitator of professional development opportunities in order to keep the team optimally refined and aligned with the changing healthcare landscape. Manages institutional and system-wide initiatives and responsibilities associated with the supply chain, including personnel. Serves as the primary interface on all supply chain related issues including, sourcing and contracting, informatics, analytics, support of key departments/divisions, pharmaceutical formulary, information technology and telecommunications contracting, and procure-to-pay. Responsible for actively advancing strategies and implementation of supply chain programs including but not limited to the full integration of supply chain operations with Mayo Clinic SCM commercial services, standardization/value analysis process, servicing key stakeholders and providing customer service, awarding of contracts, business reviews associated with distribution agreements and supplier partnerships, which provide for medical/surgical supplies, non-medical/surgical supplies, capital/non-capital equipment and service agreements. Responsible for an operating budget associated with area of accountability, its management and adherence to operating expense targets and plans. Understands and contributes to the adherence to the overall budget targets and plans.

This role is being established per the Inspirity Health Partners (IHP).  IHP is a commercial Source to Pay company that operates under the direction of the Mayo Clinic Supply Chain.  Growth of the company (now five customers) necessitates that IHP have a full-time Customer Success resource as today this function is being served through a portion of multiple IHP leaders who have other responsibilities. Sustaining customer success, satisfaction and retention is critical. Extensive travel will be required but will vary depending on customer needs and relationship maturity. 

Job Specific Requirements:

Customer Alignment/Performance/Satisfaction

• Maintains, expands and retains key trusted relationships (post implementation) with executives at member provider sites
• Assures that key membership personas understand Inspirity
• Facilitates and leads quarterly business reviews with member executive participants               
• Understands overriding contracts and operations, and how they impact current providers
• Serves as the executive single point of contact for member provider service lines
• Provides feedback on current Inspirity offerings back to sales/marketing/operations/leadership
• Solutions provider issues in partnership with work streams
   

Member Growth

• Service as a Champion for providers and workstreams to engage the executive teams to remove barriers and enable value realization. 
• Works with members to set mutual objectives and ensure value is on track       
• Works with leaders at current providers on key relationships and projects

Cross Functional Communication

• Develop relationships with IHP functional leaders to ensure there are clear roles and that customer success is achieved mutually
• Leads internal Delivery reviews with leadership and calls with staff as needed 
• Liaises with key partners, including Vizient and Humanity Corp
• Memorializes activities at members through CRM organization and entry

Bachelor's degree in business or a related field and a minimum of 10 years of supply chain management experience in a hospital or health-care related environment, which includes at least eight years' experience in progressively responsible management positions in supply chain management required. Prior experience in product, medical equipment and services knowledge, in addition to broad supply chain management experience, business process standardization and continuous process and performance improvement strategies required. Preference will be given to individuals with prior experience as a Director, Manager or VP of Supply Chain Management.

A master's degree is strongly preferred. Certification in purchasing/supply chain management is preferred. Experience in another industry viewed positively, particularly an industry viewed as having world-class supply chain management. Advanced certification in healthcare desirable. Experience with cost management consultants working on non-clinical operational efficiency improvements, care process/procedural standardization improvements, and/or improved patient outcome activities is preferred. Well-disciplined in quality improvement methodology.

Demonstrated ability to relate to, gain support of, and drive consensus with clinicians and administrators for the purposes of product standardization, operational efficiency improvements related to supply chain management and care process improvement. Must have significant facilitation skills and persistence in gaining physician leadership and clinical/technical support for the implementation of the expense management strategies.
Demonstrated knowledge of supply chain management accounting processes, cost/benefit analysis, inventory control systems, strategic planning, healthcare supply vendors and manufacturers.

Must be capable of independent work, with little to no guidance provided exercising good judgment, creating an environment in which people communicate with each other respectfully, solving problems, and growing personally and professionally. Must be an advocate of change management, effectively communicating and implementing change and managing it proactively in order to minimize disruption to customers and the supply chain. Must be an individual of high integrity, comfortable working in a team environment, possessing vision, solving problems through effective planning and management. Experience in making and implementing decisions in a complex, consensus-oriented environment required. Must have excellent negotiation skills with external and internal constituencies and a thorough knowledge of industry best practices to continually enhance and improve the procurement distribution processes. Will assume a leadership role in conjunction with the Supply Chain Management office to maximize product standardization and promote effective consistent product utilization throughout the system. Must be able to address conflicts of interest between potential suppliers and Mayo personnel consistent with Mayo policy. Promotes teamwork and seeks to maximize the potential of all employees.  Demonstrated oral and written communication, interpersonal and customer service skills are essential. Able to effectively communicate Supply Chain Management strategies and initiatives to internal management groups and business partners, including MC executive leadership and industry and Fortune 100 company leaders. Must be proficient with software programs (Excel, Word, etc.).

Preferred Qualifications:

• Account Management and/or Customer Success Experience.  
• Broad Healthcare Supply Chain Management Understanding and Experience. 
• Proven track record of Executive Relationship Management.  
• Financial Acumen.

Authorization to work and remain in the United States, without necessity for Mayo Clinic sponsorships now, or in the future (for example, be a U.S. Citizen, national, or permanent resident, refugee, or asylee). Mayo Clinic does not participate in the F-1 STEM OPT extension program.