Senior Manager, Deployment Customer Experience

Requisition ID:  34824  

At Terumo Blood and Cell Technologies, our 8,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world. For Terumo, for Everyone, Everywhere.

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient’s life every second of every day and are committed to continuing to increase the number of patients we serve. Advancing healthcare with heart.

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference. Join us and help shape wherever we go next. You create your future and ours.

As the Senior Manager, Deployment Customer Experience, you’ll shape and elevate the entire customer deployment lifecycle for transformative medical technologies. In this role, you’ll lead deployment readiness, hyper care, and ongoing support; design seamless customer journeys; build scalable processes; guide command‑center support models; and leverage data‑driven insights to continuously enhance outcomes. You’ll collaborate closely with cross‑functional partners while leading a team of subject matter experts who ensure customers realize exceptional value at every stage. This role is ideal for a strategic, solutions‑oriented leader with deep ERP/CRM expertise, strong process‑design capabilities, and a passion for creating customer experiences that make a meaningful impact.

ESSENTIAL DUTIES

Deployment Readiness

• Map the customer journey from deployment planning through go live. Work with the customer to develop and implement processes and standards, systems, behaviors and communications for an intended experience.
• Develop objectives and implement Terumo BCT readiness checklists for each deployment scenario, as applicable.
• Working with internal resources and with customers, define mock cutover testing scenarios and procedures.
• Manage all aspects and ensure execution of Terumo BCT readiness for multiple and rapid parallel deployments. Communicate with business stakeholders, process owners and customers at key milestones during deployments.
• Define KPI and implement systems and process for data capture and reporting. Analyze performance data and implement process changes as needed. Deliver KPI in customer business reviews.

Hyper care and Support

• Map the customer journey from go-live through hyper care and support. Work with customers and Global Services to design an intended experience, and implement models that scale with customers, market and business units.
• Implement hyper care and support ‘Command Center’, technology and process to ensure all customer issues are resolved.
• Promote hyper care and support models across business areas and functions to enhance the customer value realized by these programs.
• Create criteria and metrics that define hyper care and support phases. Create data visualization and reports, and present in customer business reviews.
• Exercise authority and leverage data in negotiation with the business on mission-critical issue resolution, escalation, and communication.
•  Represent the customer and Global Services in working cross-functionally with I&D, Commercial, Service and others in process improvements, enhancements and prioritization.

Management

• Manage and provide leadership for the functional group’s development, direction, and effectiveness, adhering to organizational policies and processes and supporting overall business and corporate objectives.
• Create a highly functioning team of subject matter experts to represent the customer to the business and execute the intended customer experience.

MINIMUM QUALIFICATION REQUIREMENTS

Education

Bachelor’s degree Master’s preferred, or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

Experience

• Five years’ experience with SAP, SalesForce, and ServiceMax, or equivalent ERP and CRM platforms
• LEAN, Six Sigma experience
• Project management
• Device, application, and solution deployment experience with implementation design mapped to a targeted customer experience.
• Minimum 10 years’ experience in a customer experience, support, or service role.

Skills

• Detailed knowledge and use of SAP, SalesForce, or equivalent ERP and CRM platforms
• Ability to manage multiple simultaneous customer deployments. Ability to work non-standard business hours as needed during deployments.
• Demonstrated ability to capture, interpret, and organize data and metrics for effective presentation and actionable outcomes.
• Ability to design, map and implement processes. Ability to objectively assess, identify defects, and improve process.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Confidence and competence in representation of the function during customer collaboration.

LOCATION

Lakewood, Colorado - Onsite (hybrid) - Open to candidates willing to relocate to the area. 

TRAVEL

Travel up to 50%, mainly domestic, international on occasion

PHYSICAL REQUIREMENTS

• Typical Office Environment requirements include reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.
• Extensive non-business hours work during deployment projects.

Target Pay Range:  $147,000.00 to $160,000.00  -  Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data
Target Bonus on Base:  20.0%

At Terumo Blood and Cell Technologies, we provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well-being, work-life and recognition programs which support in unlocking the potential for you and your family. Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more. To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work-life balance we have vacation and sick time programs for associates. For us, it’s about protecting the personal welfare of our associates and their families, helping to achieve personal goals and offering those extra touches for convenience, security and overall peace of mind.

• Terumo Blood and Cell Technologies is part of Terumo Group, founded in 1921 and headquartered in Tokyo, Japan.
• In 2024, Terumo Blood and Cell Technologies reached $1.5 billion in revenue.
• We employ nearly 8,000 associates globally, with global headquarters in Lakewood, CO, U.S., and regional headquarters in Brussels, Buenos Aires, Singapore and Tokyo.
• We manufacture devices, disposable sets and solutions at our facilities in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam. Our global presence enables us to serve customers in more than 130 countries.
• Our core values help set our direction, guide our actions and keep us true to our corporate mission of contributing to society through healthcare.
  • Respect – Appreciative of others
  • Integrity – Guided by our mission
  • Care – Empathetic to patients
  • Quality – Committed to excellence
  • Creativity – Striving for innovation
• We contribute to the Leukemia and Lymphoma Society (LLS), raising $2.4 million USD since 2025.

We are proud to be an Equal Opportunity Affirmative Action Employer.  All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, order of protection status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, military status or an unfavorable discharge from military service.

Terumo Blood and Cell Technologies is committed to providing a safe, healthy and secure working environment. Our Colorado campus locations are tobacco-free workplaces, and we maintain a drug-free workplace and perform pre-employment substance abuse testing and detailed background verification.