Recipient Services Specialist – West - Vadodara, India - Cochlear

Description

Job Description

Position Overview / Purpose:
The Recipient Services Specialist/Sales Manager

requires surgical expertise, good product understanding, strong sense of empathy and the continuous development and application of business acumen.

The person is responsible for supporting business growth and achievement of sales target by increased engagement with HCP's (Surgeons, Audiologist and therapist), patients and by building advocacy.

The territory account manager is additionally responsible for complex accounts/government accounts.

In addition to their sales objectives, they are also assigned additional responsibilities like helping new joiners on board to Cochlear, trainers for Sound Start Practicum and could also lead projects for interns.

Responsibilities include; achieving the targets sales revenue objectives, developing and maintaining business and clinical relationships, building a robust service business by focusing on customer experience, support and upskill our HCPs and present clinical and business program offerings to them.

Accountabilities:

Accountability 1:

Deliver on Customer ExperienceVisit recipients (customers) at their place of residence to learn and understand their hearing journeyBuild a strong relation with the recipients such that one becomes their trusted advisorConduct events and activities for recipientsDrive upgrades and bilateral implants through this channelProvide technical and product support for the Cochlear product portfolio.

Provide technical and surgical support through a variety of communication vehicles; in person, email, digital, and/or phone.

This support may include advising on device programming and candidacy issues, problem solving related to medical/surgical enquires and device trouble shootingEstablish and provide growth strategies and solutions through key clinical concepts.

Provide innovative solutions to sell solutions through educationProvide surgical support to our professional partners in the OR as an expert of Cochlear, aligned to territory/account sales strategies

Accountability 2:
Achieve Sales TargetsIn partnership with the Area Business Manager, implement business and marketing plans to achieve sales targets and revenue objectivesDemonstrate exceptional sales and business acumen to identify market opportunities, competitive positioning, research customer (HCP + end consumer) needs and generate sales/secure ordersMake presentations regarding products, promotional/public relations, and account plansEstablish and maintain strong relationships with all key people in the assigned accounts (surgeons, audiologists, OR department, purchasing department)Identify new clinical partners to support strategic initiativesEnsure that all sales activities within assigned territory/account(s) are conducted in a manner that is fully compliant with Company policy and local laws and regulationsProvide market intelligence and competitive information, which can be utilised in developing effective ways to approach current and potential customersMaintain a completely professional image when representing Cochlear APACDemonstrate and include principles of Value Selling strategic planning and salesPartner with the Customer Service and Operations teams to ensure all account requirements, queries and complaints are handled quickly and efficiently

Accountability 3:
Build and Manage AdvocacyMaintain CRM system (Salesforce) with appropriate customer data, ensuring the system is updated in real-time with accurate informationLeverage recipient data to consistently drive volunteer activities based on business needsActively work with recipients to grow and build on advocacy for the territoryEnsure the satisfaction of new customers to continue the growth of volunteer networkPartner cross-functionally with key business areas (Marketing) to ensure successful execution of eventsCollaborate with Health Care Professionals (HCPs) to develop and improve the necessary infrastructure to support and build advocacy in the regionBuild and maintain relationships with the volunteer networkPartner with clinics to open new clinics to help support grow the market

Accountability 4:
Customer (HCP) TrainingMonitor and assess the quality of services provided by surgeons, OR teams, audiologist and therapist, and address any training needs or implement interventions to fulfil needsEnsure OR staff are trained to support Cochlear surgeries, including the use of BAHA capital equipment and instrumentsEnable the HCPs to know the importance of Early Intervention and are equipped to provide the best outcomes for the customers


Minimum:
Bachelor's degree in Science (incl. BE(Electronics), BTech, Bsc) from a reputable institution6+ years sales experience in a multinational organisationStrong communication (incl. written and spoken English language skills) and relationship building skillsAbility to work well independently as well as in a team setting whilst working remotely with peersAbility to travel up to 60% in the territoryDemonstrated ability to empathise with and identify specific needs of customersAbility to speak and understand local languageStrong written, verbal and presentation skills

Ideal:
Masters of Business AdministrationSales experience in the medical devices, implant or ENT surgical solutions industryStrong interpersonal skills and professional outlookEffective problem solving and troubleshooting skillsAbility to manage and resolve challenging situationsExcellent organizational skills and initiativeDemonstrates sense of urgency and ability to priorities

LocationVadodara, Gujarat, India