Recipient Services Specialist - South (Bangalore)

Bangalore, Karnataka
Permanent
Full-time

1 month ago

Cochlear is the global market leader in implant hearing solutions. Cochlear's mission is to help people hear and be heard. Around the world, more people chose a Cochlear-branded hearing implant system than any other. A Cochlear Implant is an electronic device that is surgically implanted under the skin near the ear that restores hearing to those who suffer from severe hearing loss. It’s an incredible piece of engineering and the only product in the world that restores a sense through technology. Imagine using your experience to help people around the world to hear again. Our mission is to help more people to hear.Job Overview & PurposeThe 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.AccountabilitiesAccountability 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

Team RoleIndividual 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 RequirementsMinimum:

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

Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a life full of hearing. We aim to give people the best lifelong hearing experience and access to innovative future technologies. We collaborate with the industry’s best clinical, research and support networks. That’s why more people choose Cochlear than any other hearing implant company. Learn and grow with us as we tackle the most complex challenges in helping more people to hear and experience life’s opportunities.If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the apply button below.#CochlearCareersHow we recognise your contributionWe want Cochlear to be a place where our people truly enjoy coming to work. Through our internal programs and employee benefits, we aim to create an environment where our people will feel value and supported. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments, then we have several programs in place to support you.At Cochlear we value and welcome the unique contributions, perspectives, experiences, and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences, creating a sense of belonging and enabling our people to realise their full potential.

Cochlear

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