Edtech Customer Experience Associate Depuy Synthes

**Position Purpose**

The EdTech Customer Experience Associate DePuy Synthes is primarily responsible for the project management & support of all APAC flagship events across professional and commercial education for DePuy Synthes in partnership with education managers. These responsibilities include lab booking liaison with the CoE team, organizing materials, customer communications pre, during, post to ensure an outstanding customer experience. In addition, this position will have the lead responsibility for establishing the PR & O cross border interactions process for Asia Pacific, liaising with PR & O stakeholders globally and APAC countries to ensure the process is adhered to. Management of the APAC DePuy Synthes Asia Pacific health care professional (HCP) and entity (HCPE) **consulting engagements** including Service and Payment processing, end-to end activities included:

- Assist with Needs Analysis / Cross Borders Approval
- Regional & Local HCC Approval
- Contracting
- Payments
- Reporting & Audits

This role is also responsible for the education **event coordination and logistics **, including supporting HCP travels (in conjunction with the CoE team in Thailand).

This role will work in collaboration internally with the regional and local EdTech, Marketing, Compliance, Finance, and Legal Team on precise and timely payments of all Faculty who have been engaged for Professional Education and Marketing events across the Asia Pacific region; and externally with HCP, HCPE, the AO Foundation and other societies.

**Key Responsibility Areas**

Project management of all APAC edtech DPS flagship events including customer communications, logistics, room/lab bookings and event close outs to ensure an exceptional customer experience.
- Adheres to all applicable local and US laws and regulations to ensure business needs are met in a timely and compliant manner
- Attend any internal or external courses / meetings as deemed appropriate
- Identify ways to improve the process that guide the EdTech team and share feedback with the process owners.
- Demonstrate and inspire the behaviors that reinforce our Credo. Maintain the highest standards of quality, compliance and personal accountability.
- Faculty logistics and communication
- Event close out and HCC
- Invoice payments/vendor creation

Lead for APAC CBA process including, HCC approval, contracting and payments relating to Healthcare Professional Fee for Service arrangements. Sets up and manages vendor in payment system. Works with Legal on variation templates as needed. Ensures appropriate and complete documentation is provided consistent with approved activity and works with internal stakeholders to close gaps. Maintains record keeping for audit readiness. Input into MS Dynamics (CRM and EMS) project roll out across APAC for customer education events.
- Outcome _
- Consistent process for all FFS payments across DePuy Synthes Asia Pacific
- Centralised payment SME for all Faculty activities
- Accurate reporting on Fee for Service spend

Collaborate directly with HCP consultants as needed in regard to service, contractual, and payment related matters

Audit assistance for all DePuy Synthes Asia Pacific Education & Marketing activities as required including but not limited to HCC monitoring, JJMT internal audits and FCPA Audit.
- Outcome _
- Centralised resource for all audit data in partnership with PR&O Manager (include in Microsoft)

Lead re-launch of Axonify across APAC with commercial education manager to maximise use of the platform and metrics reporting to APAC DPS leadership team

**Qualifications**:
**Competencies**
- Strong verbal and written communication skills
- Proficient IT skills especially in Excel, SharePoint, CRM
- Experience with financial data bases
- Project Management Skills

**Required qualifications**:

- Preferred minimum education: A minimum of a Bachelor’s Degree is required
- Preferred related industry experience: Professional Education, Professional Relations, R&D, HCC, Medical Operations, Sales Training, Sales, Customer Quality, Sales Management and/or Marketing with a history of success is preferred

**Knowledge and Experience**:

- Knowledge of Healthcare Compliance principles highly regarded

**Percentage travelled**:

- 5-10% for critical events

About Johnson & Johnson