Digital Support Specialist

Advanced Wound Management - Watford

Life Unlimited.

At Smith+Nephew, we design and manufacture technology that takes the limits off living!

This role maintains and analyses Formeo - Smith and Nephew's Non Prescription ordering platform for health care professionals. It also provides high level data analysis and visualisation to support our account management teams.

This role provides the backend support for existing accounts and builds new accounts within all S&N owned digital platforms. It partners with account management teams to ensure a high-level customer experience and reports to the Senior Manager, Digital Health and Value Programmes.

You will support with supplier management of the software and hosting developers, managing all in market pricing for the systems as well as building and maintaining sophisticated tools that will allow the account management teams to support customers through multiple channels to market as well as providing day to day support directly to customer end-users.

Utilising large national and local data sets your will create custom customer reports (via excel and Tableau) and tools to improve the customer experience and support with volume and financial tracking

What will you be doing?

• Support the account management teams with building partnership reviews by analysing data and spotting trends within the customers spend and usage figures.
• Managing all pricing, product groups and brands for Formeo - our non prescription ordering platform.
• Build and maintain complex financial modelling/tracking/reporting tools used by the account management team for their customer partnership reviews
• Maintain and develop the Tableau dashboards, by working closely with customers to ensure all their needs are met.
• Create new user accounts and manage existing accounts in Formeo. Complete new customer builds as well as making changes to existing customer accounts such as formulary changes as and when required.
• Support Digital Health and Value Programme Team with management of the software and hosting developers to ensure ongoing service level agreements are maintained, contracts actively managed and future software enhancements are designed and implemented

What are we looking for?

• Degree qualified (or equivalent experience)
• Data manipulation and analysis experience including strong excel skills to VLOOKUP level. This experience could be in the workplace or through further education. Tableau experience is a plus.
• As this is a hybrid data and analytics and customer service role, you'll need exceptionally strong communication skills and the ability to translate between technical and account management teams.
• Website/software management experience is preferred and experience of working in MedTech is advantageous.

You. Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

What we are offering you

• Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website (https://www.smith-nephew.com/)
• Your Future: Generous bonus and pension Schemes, Save As You Earn share options.
• Work/Life Balance: Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities!
• Your Wellbeing: Private Health and Dental plans, Healthcare Cash Plans, Income Protection, Life Assurance and much more.
• Flexibility: Hybrid Working Model (For most professional roles).
• Training: Hands-On, Team-Customised, Mentorship.
• Extra Perks: Discounts on Gyms and fitness clubs, Salary Sacrifice Bicycle and Car Schemes and many other Employee discounts.

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