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Associate Director, Commercial IT Systems

Location Redwood City, United States
Posted 27-October-2021
About NevroNevro (NYSE: NVRO) is a global medical device company headquartered in Redwood City, California. We are focused on providing innovative products that improve the quality of life of patients suffering from debilitating chronic pain.

We started with a simple mission to help more patients suffering from chronic pain. At each stage of development, our research was subject to the highest levels of scientific rigor, resulting in a new therapy that has impacted the lives of over 70,000 patients around the world.

Nevro has developed and commercialized the Senza spinal cord stimulation (SCS) system, an evidence-based, non-pharmacologic neuromodulation platform for the treatment of chronic pain. HF10 therapy has demonstrated the ability to reduce or eliminate opioids in 65% of patients across six peer-reviewed clinical studies. The Senza System, Senza II System, and the Senza Omnia System are the only SCS systems that deliver Nevro's proprietary HF10 therapy.

Job Summary & ResponsibilitiesThe Associate Director IT Commercial Systems will have primary responsibility for planning, development, implementation, and integration of systems for global Commercial business areas of Nevro. This position is expected to be a partner with the business functions and contribute to new project and enhancements. This position will bring a strategic mindset to expand and grow the current Salesforce solution and expand on opportunities for our business partners to ensure process and strong solutions are developed and maintained within the Salesforce Platform.

The ideal candidate will have an in-depth knowledge and experience in all Salesforce Platforms (eg Salesforce Sales Cloud, Health Cloud, Community Cloud and a nice to have in Marketing Cloud). Experience in leading projects of various sizes, with a focus on process improvement and long-term scalability for all business stakeholders. Strong communication and documentation skills. Additionally, experience in working with third party solutions, making recommendations, and developing talent for competitive advantage will be important. In depth experience in commercial SaaS-based applications such as Salesforce, Jira and a knowledge of new technologies and systems for commercial functions is desired.
Effectively manage, develop, train, and evaluate performance of the Commercial IT Strategy Engagement team Ensure that all processes used by the Strategy Engagement team are thoroughly documented, consistently audited, and regularly improved. Act as the main facilitator to Commercial IT Strategy Engagement team and end users on a variety of complex technical matters including application enhancements, integrations, upgrades, and reporting in the Salesforce platform. Deep understanding and extensive experience in leading-edge CRM and Software-As- A-Service (SaaS) solution - having cross cloud expertise across Sales, Service, Health and Community Clouds. Design and develop functional solution architecture, application and integration development best practices, enterprise architecture standards, DevOps Strategy & implementation, environment management, testing, and Platform education. Play the role of liaison between business stakeholders, IT, and technical experts. Manage large scale Commercial IT system implementations initiatives and projects Collaborate with headquarters, regional and global stakeholders to enable Nevro to achieve its goals and objective through the effective use of commercial and related systems. Play a key role in the development of global commercial applications standards and ensure compliance with the standards and procedures of Nevro. Partner with business areas to understand their operations, define their requirements and propose IT solutions consisting of kye Commercial IT projects. Assist in IT strategic planning processes and collaboratively develop plans and roadmaps to address organizational needs and goals. Manage vendor relationships, track their performance and escalate issues as necessary. Assist with the development and management of the Commercial system budget and provide input in the administration of related budgets. Serve as a member of and active contributor to Commercial IT and Commercial businesses and as necessary, actively participate in/lead global commercial systems initiatives. Partner with appropriate compliance team to ensure commercial systems operations are compliant with applicable regulations including Healthcare Transparency laws Promoting the Commercial IT Strategy Engagement team to senior management and working to ensure that it is properly viewed as a core business asset. Recruit, train Commercial IT Strategy Engagement team Set specific customer service standards Contribute to improving customer support by actively responding to queries and handling complaints Establish best practices through the entire technical support process Follow up with customers to identify areas of improvement Develop weekly, monthly, and quarterly reports on Commercial IT Strategy Engagement team's productivity Provide customer feedback to the appropriate internal teams, like admins, production support and product developers Partner closely with internal IT and business teams In depth knowledge and management of Jira Service Desk Role Requirements Bachelor's degree The ability to build and maintain a cohesive team and to manage direct reports effectively. This includes the ability to coach and develop the team 10+ years of progressive experience in designing/implementing/managing business applications including Salesforce Platforms (eg Salesforce Sales Cloud, Health Cloud, Community Cloud and a nice to have in Marketing Cloud) Knowledge of Commercial business domain, preferably with experience in the Medical Device, Pharmaceutical and/or Biotech industry Knowledge and experience in designing, implementing, and managing CRM systems Knowledge and experience in application development life cycle, testing methodology, and change management Strong in logical thinking, time management, decision-making, and problem solving as able to mange multiple programs and priorities simultaneously Excellent interpersonal, organizational, planning, presentation, documentation, facilitation, and communication skills and be capable to clearly articulate the viewpoint Experience in working with outsourced IT partners Salesforce and Jira experience Having a sense of urgency and prioritization Experience defining and/or maintaining business requirements, writing user stories, and providing detailed Salesforce system and functional designs Skills And Knowledge Excellent verbal, written communication, and presentation skills Passionate about Customer Success. Proficient at collaboration and a team player. Strong problem solving & analytical skills. Always wanting to learn, approaches each interaction with an open mind, great listener and hands-on Experience in IT in a regulated medical device or biotech industry supporting commercial, patient services, sales, and marketing organizations. Knowledge of commonly used concepts, practices, and procedures within the IT field.

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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