Recipient Services Specialist

Job 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.

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 Experience

• Visit recipients (customers) at their place of residence to learn and understand their hearing journey
• Build a strong relation with the recipients such that one becomes their trusted advisor

• Conduct events and activities for recipients

• Drive upgrades and bilateral implants through this channel

• Provide 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 shooting

• Establish and provide growth strategies and solutions through key clinical concepts. Provide innovative solutions to sell solutions through education
• Provide surgical support to our professional partners in the OR as an expert of Cochlear, aligned to territory/account sales strategies

Accountability 2: Achieve Sales Targets

• In partnership with the Area Business Manager, implement business and marketing plans to achieve sales targets and revenue objectives
• Demonstrate exceptional sales and business acumen to identify market opportunities, competitive positioning, research customer (HCP + end consumer) needs and generate sales/secure orders
• Make presentations regarding products, promotional/public relations, and account plans
• Establish 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 initiatives
• Ensure 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 regulations
• Provide market intelligence and competitive information, which can be utilised in developing effective ways to approach current and potential customers
• Maintain a completely professional image when representing Cochlear APAC
• Demonstrate and include principles of Value Selling strategic planning and sales
• Partner 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 Advocacy

• Maintain CRM system (Salesforce) with appropriate customer data, ensuring the system is updated in real-time with accurate information
• Leverage recipient data to consistently drive volunteer activities based on business needs
• Actively work with recipients to grow and build on advocacy for the territory
• Ensure the satisfaction of new customers to continue the growth of volunteer network
• Partner cross-functionally with key business areas (Marketing) to ensure successful execution of events
• Collaborate with Health Care Professionals (HCPs) to develop and improve the necessary infrastructure to support and build advocacy in the region
• Build and maintain relationships with the volunteer network
• Partner with clinics to open new clinics to help support grow the market

Accountability 4: Customer (HCP) Training

• Monitor and assess the quality of services provided by surgeons, OR teams, audiologist and therapist, and address any training needs or implement interventions to fulfil needs
• Ensure OR staff are trained to support Cochlear surgeries, including the use of BAHA capital equipment and instruments
• Enable the HCPs to know the importance of Early Intervention and are equipped to provide the best outcomes for the customers

Individual contributor:

• Follow relevant quality procedures to deliver quality products and services and identify and support the implementation of continuous improvement. Undertake additional quality responsibilities (e.g., audit) when appropriately trained to undertake these responsibilities.
• Contribute ideas on systems and process methods to improve deliverables.
• Work safely, complying with all safety procedures, rules, and instructions; and reporting workplace hazards, incidents, or injuries to manager.

Minimum Key Incumbent Requirements

Minimum:

• Bachelor's degree in Science (incl. BE(Electronics), BTech, Bsc) from a reputable institution
• 6+ years sales experience in a multinational organisation
• Strong communication (incl. written and spoken English language skills) and relationship building skills
• Ability to work well independently as well as in a team setting whilst working remotely with peers
• Ability to travel up to 60% in the territory
• Demonstrated ability to empathise with and identify specific needs of customers
• Ability to speak and understand local language
• Strong written, verbal and presentation skills

Ideal:

• Masters of Business Administration
• Sales experience in the medical devices, implant or ENT surgical solutions industry
• Strong interpersonal skills and professional outlook
• Effective problem solving and troubleshooting skills
• Ability to manage and resolve challenging situations
• Excellent organisational skills and initiative
• Demonstrates sense of urgency and ability to prioritise

Development Value of this role:

• Opportunity to work directly and impact the lives of individuals by helping them hear better
• Opportunity to work with market leader in implantable hearing solutions