Business Analyst - Customer Success - Shockwave Medical

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. Job Function: Sales Enablement Job Sub Function: Customer Success Management Job Category: Professional All Job Posting Locations: Santa Clara, California, United States of America Job Description: Johnson & Johnson is hiring for a Business Analyst - Customer Success – Shockwave Medica l to join our team. The position is FULLY REMOTE and can sit anywhere in the US . At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow and profoundly impact health for humanity. Learn more at . Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Ready to join a team that’s pioneering the development and commercialization of Intravascular Lithotripsy (IVL) to treat complex calcified cardiovascular disease. Our Shockwave Medical portfolio aims to establish a new standard of care for medical device treatment of atherosclerotic cardiovascular disease through its differentiated and proprietary local delivery of sonic pressure waves for the treatment of calcified plaque. Position Overview The Business Analyst plays a critical role in driving and maintaining high accuracy, visibility, and efficiency in post-order management. This position works cross-functionally with various stakeholders to provide internal customers with accurate and timely resolution of post-order management issues and processes. This position involves daily validation of input of return activities, ensuring compliance with established policies. Essential Job Functions • Responsible for bridging gaps across Order-to-Cash stages in collaboration with various teams such as Inventory, Sales Operations, Warehouse and Distribution • Review post-order management data and initiate corrective actions in relation to shipments, invoicing, inventory reconciliation, consignment roll-out or conversions, and any new program or system launches. • Take the lead in escalating and resolving order fulfillment issues which include cross-functional meetings with internal and external stakeholders. • Analyze logistics trends, identify issues and submit potential solutions for improvement to management. • Self-direct and prioritize incoming requests for analysis. Conduct analyses, develop conclusions and communicate recommendations to key stakeholders • Identify and implement process improvement areas related to credits, rebills, and returns • Support monthly/quarterly/annual audit procedures • Generate and disseminate reports appropriate to the requirements by other partners such as Finance and Commercial teams. • Perform ad hoc reporting and analysis on inventory and metrics • Provide exceptional customer service to all internal and external customers • Perform other duties as assigned Requirements • Associate’ degree or equivalent working experience of at least 5 years of relevant experience, preferably in medical devices or pharmaceutical industry, with 2 years’ experience supporting Customer Service, Sales Operations, Finance, in an analytical capacity creating data reports and analytics. • General knowledge and application of procurement concepts, procedures, and practices. • Ability to adequately perform tasks and work within a quality system environment as this position directly impacts our business’ compliance with governmental regulations. • Ability to use professional concepts and company policies and procedures to solve routine problems. • Excellent communication and customer relations skills for working with other departments, customer service, coworkers and answering incoming calls. • Knowledge of Excel (pivot tables and other analysis tools); Salesforce, PowerBI, and Oracle ERP • Ability to work in a fast-paced environment while managing multiple priorities. • Operate as a team and/or independently while demonstrating flexibility to changing requirements. • There may be continuous sitting for prolonged periods (more than 2 consecutive hours in an 8-hour day). For Pay info on Fully remote roles : US: $65,000 - $104,650 / Bay Area: $75,000 - $120,750 Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please contact us via or contact AskGS to be directed to your accommodation resource. Required Skills: Audit Support, Collaboration, Customer Service, Process Improvement Projects, Procurement Preferred Skills: Analytical Reasoning, Business Behavior, Cross-Functional Collaboration, Customer Acquisition Strategy, Customer Centricity, Customer Effort Score, Customer Engagement, Customer Intelligence, Customer Journey Analysis, Customer Journey Mapping, Customer Retentions, Customer Success Management (CSM), Execution Focus, Industry Analysis, Sales Enablement, Sales Support, Service Excellence The anticipated base pay range for this position is : $75,000.00 - $120,750.00 Additional Description for Pay Transparency: Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the Company’s long-term incentive program. Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits: Vacation –120 hours per calendar year Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year Holiday pay, including Floating Holidays –13 days per calendar year Work, Personal and Family Time - up to 40 hours per calendar year Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year Caregiver Leave – 80 hours in a 52-week rolling period10 days Volunteer Leave – 32 hours per calendar year Military Spouse Time-Off – 80 hours per calendar year Additional information can be found through the link below. Co-Ops and Intern Positions: Please use the following language: Co-Ops/Interns are eligible to participate in Company sponsored employee medical benefits in accordance with the terms of the plan. Co-Ops and Interns are eligible for the following sick time benefits: up to 40 hours per calendar year; for employees who reside in the State of Washington, up to 56 hours per calendar year. Co-Ops and Interns are eligible to participate in the Company’s consolidated retirement plan (pension). Positions Represented by CBA: Please use the following language: This position is eligible for benefits to include medical, dental, vision and time off, as well as any others as provided for in the applicable Collective Bargaining Agreement. The following link to general company benefits information MUST also be included in the posting: Please use the following language: For additional general information on Company benefits, please go to: -