Recipient Services Specialist

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.

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 utilized 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

Key Incumbent requirements:
Minimum:

Ideal:

Development Value of this role: