Description
Department: Sales
Reports to: Director of Sales and Customer Support
Industry: Biotechnology
Job Description
As an integral part of the Sales Team, the Provider Account Manager strategically drives 54gene’s diagnostics business growth by developing and maintaining relationships with major clients in the health care industry including Hospitals, Health Insurance providers, Doctors, Medical associations etc.
With direction from the Director of Sales and Customer Support, s/he pursues both new accounts and seeks business expansion opportunities with current clients.
The Provider Account Manager provides detailed products and service information to (potential) clients, gives presentations, provides sales quotations, and responds to requests for proposals.
S/he manages the client relationship lifecycle, provides routine client check-ins, and ensures that contracted products and services consistently meet client needs.
By maintaining a high level of client satisfaction, the Account Manager promotes ongoing contract renewal, and subsequent partnerships/collaborations with existing partners and clients.
Essential Functions
Sales Delivery:
Drive delivery of revenue targets for the diagnostics business in assigned accounts
Meet or exceed the sales goal(s) for the assigned accounts and/or territory by consultatively selling Diagnostics services
Work with the Director of sales and Customer support and the leadership to develop, evaluate and refine overall product and sales strategies.
Continuously assess provider channel strategies to develop current partners further and recruit new ones as necessary
On an ongoing basis, tracks sales performance, review sales forecasting and sales trend in assigned accounts, in conjunction with the Sales Director and other relevant stakeholders
Educate providers on new diagnostics trends in line with the 54gene diagnostics strategy
Generate weekly reports on provider accounts performance that are shared with the Director of sales and customer support for consolidation
Ensure diligent and timely negotiation for renewing contract/compliance Implement sales strategies, tactics and initiatives to support the attainment of predetermined sales goals, including the prioritization of accounts, identification of decision-makers and utilization of sales tools.
Stay abreast of trends in the Diagnostics industry to generate market insights leading to the development of products that consolidate 54gene’s position as a leader in molecular diagnostics
Provide input on solutions, new services or areas of technology that will enhance the current sales strategy
Communicate with both internal and external stakeholders, to implement strategies and corrective measures that guarantee client’s satisfaction
Participate in external training and development opportunities appropriate business management methodologies and practices to foster a culture of client relationship and operational delivery / optimization excellence.
Represent 54gene at industry meetings and various regional and national trade shows and membership meetings
Drive and maintain full compliance with Group policies and international laws relevant to channel management, in particular anti-corruption
Client Relationship Management:
Communicate with prospective clients to understand their needs, and explain 54gene Diagnostics value; build new client relationships based in trust and respect
Identify and pursue all outbound leads for Diagnostics in line with the organization’s strategy.
Document activity and report progress on an ongoing basis within the 54 gene sales database(s)/CRM system(s) .
Act as a client advocate with focus on improving the client experience
Provide continued client engagement on 54gene products and services
Facilitate and lead meetings between 54gene and customers to proactively co-develop operational, business, and/or project related solutions, and/or resolve conflict and manage business risk as needed.
Manage and meet client expectations by collaborating with and communicating customer priorities and project resource requirements to 54gene teams
Ensure performance tracking and analytics to optimize service delivery are in place; ensure adequate progress is made toward meeting contractual goals/milestones
Communicate gap areas to management to address major issues impacting delivery of current and future business; escalate to leadership if appropriate for issue resolution
Document all activities and customer information in CRM system.
Meet with key clients on a regular basis and provide feedback to the Director of Sales of Customer Support, Marketing Operations and senior management on client satisfaction and needs
Education & Certifications
Bachelor of Science in a Biological Science, Chemistry, Biotechnology, Nursing or Clinical Degree or related field; required; advanced biological science degree is preferred
Experience:
2 - 3 years of experience in sales/business
2+ years of experience as an account manager/account executive preferably in the biotechnology/diagnostics products market
2+years commercial experience in the healthcare, life sciences, or pharmaceutical industry.
Knowledge, Skills & Abilities:
Ability to prioritize and organize work responsibilities to meet deadline.
Strong persuasion and negotiation skills, including demonstrated track record selling to C-level executives
Strong problem-solving skills, attention to detail and ability to follow-through.
Strong presentation skills, proven ability to communicate with diverse audiences, internally and externally
Superior interpersonal skills, with emphasis on relationship building and networking; excellent active listening skills
Ability to build rapport and collaborate with others within the company and externally
Understanding of consumer behaviors and industry trends
Exceptional written and verbal communication skills
Proficiency in Microsoft Office and CRM/client database software systems
Knowledge of the Diagnostics industry in Nigeria, preferred
Ability to thrive in a complex, cross-functional and science-driven environment
Cross-cultural competency: ability to work with a diverse, global team.
English fluency.
go to method of application »
Reports to: Sales and Customer Support Director
Industry: Biotechnology
Job Description
The customer support representative (Diagnostics) is responsible for providing superior service with each customer interaction in a friendly and timely manner.
He/She manages customers queries and complaints by maintaining a high level of standard that support 54gene’s reputation.
They collaborate with all departments to develop a framework for excellent support and drive efficient first response time, Average response time, total handle time for the Diagnostics business.
Essential Functions
Communicate with customers through various 54gene channels (Chat, phone, and emails)
Manage the platforms as it relates to resolving customer issues (Ticket opening)
Provides a first step resolution of customer related issues as it relates to Diagnostics platforms issues (Consumers and providers)
Keeps records of customer interactions, transactions, comments, and complaints.
Escalates issues to various departments and coordinates the implementation of corrective measures related to Diagnostics platforms (Consumers and Providers)
On an ongoing basis, generate insights that guides and improve 54gene’simage amongst consumers.
Providing feedback to various departments on the efficiency of the customer service process.
Ensure customer satisfaction and provide professional customer support.
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Periodically surveys customers to identify customers perception on 54gene’s strengths and opportunity in the Diagnostics market in Nigeria.
Responding promptly to customer inquiries and Provide customer service levels within the framework of “Going the Extra Mile”, but not to the detriment of 54gene.
Education & Certifications
High School Diploma, General Education Degree or equivalent.
Experience
1-3 years' experience in the medical field (As a medical or Diagnostics representative)
Previous experience in customer support would be a plus.
Knowledge, Skills & Abilities:
Ability to stay calm when customers are stressed or upset.
Comfortable using computers.
Good listening skills
Strong problem-solving skills, attention to detail and ability to follow-through
Ability to communicate with diverse audiences, internally and externally
Ability to build rapport and connect with people
Understanding of consumer behaviors and industry trends
Proficiency in Microsoft Office and CRM/client database software systems
Understanding of diagnostics and the science focus of the business
Ability to thrive in a complex, cross-functional and science-driven environment
Cross-cultural competency: ability to work with a diverse team
English fluency: fluency in Yoruba, Igbo and/or Hausa will be a plus.
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