Customer success partner (south luzon)Roche

Essential Duties and Responsibilities: include the following (other duties may be assigned)
1. Delivers Excellent Customer Experiences and Business Results
Execute effective sales strategies and initiatives in order to achieve or exceed sales AND profitability targets within your assigned area.
Oversee and ensure that statistical information such as census and pricing are provided to finance accordingly before the final proposal.
Build long-term value-based relationships through continuously uncovering customers' changing needs, improving customer experience, anticipating new opportunities for their business in the future, and adding values through creative solutions / products
Build credibility with customers and other stakeholders at different levels through demonstrating business acumen and professional expertise, confidence, and effective communication.
Understand the customers' working / communication styles and flex one's style to adapt to that.
Identify and develop business opportunities within the area of responsibility and collaborate across teams to ensure attainment.
Implement a sales management process to assist the team in identifying and prioritizing customers and prospects.
Understanding and adoption of sales techniques and tools in daily work for self and team. e.g., Blue Sheet, Gold Sheet, SPIN, Sales Funneling.
Regular presentation of business reviews on the area and accounts progress and business plans to ensure achievement of set goals.
Present and sell products to key decision-makers and stakeholders by analyzing customer needs and propose solutions where applicable.
Record, monitor, and track customer inquiries, complaints, and/or issues with a high level of urgency.
Partner with the customer and work closely with different functional groups to proactively address customer needs and provide continuous service improvements to achieve excellent customer satisfaction.
Actively supports external and internal feedback/measures of progress or performance and fosters continuous improvement.
Ensure timely implementation and execution of all business activities align with company policies and SOP and follow the highest compliance standard.
Tap into different resources and explore new innovative approaches to win new deals and get ahead of the competition
Plan the entire sales journey and adapt selling strategies / tactics to customers' stages and styles of adoption
Follow through the plans through effective time and resource management to close the deals successfully
2. Excellence in Key Account Management
Be the single point of contact and principle trusted advisor for C-Suite engagement and maintain awareness of all activities within your customer sites while collaborating across teams to compliment your customer interactions.
Conduct periodic business and stakeholder review meetings with your customer with the outcomes made available for internal review.
Develop a solid and sustaining relationship with your customer by understanding their needs and requirements and preparing customized solutions.
Conduct education visits to continuously update the customer on Roche products and services and enhance the recognition and reputation of Roche products.
Drive promotional activities in the customer to establish good interactive mechanisms.
Take the lead in finding solutions to customer issues and complaints by collaborating across functional teams.
Negotiating contracts with the customers and overseeing execution of the agreed deliverables of both parties.
Achieve or exceed sales and profitability targets by implementing an expansion strategy that aligns with customers' growth potential through close collaboration of key decision-makers.
3. Excellence in Distributor Management
Develop, select and manage a suitable distributor network; assist in collecting end-customer sales data and monitor performance of Distributors to ensure the yearly target is achieved.
Develop and maintain a strong collaborative relationship with distributors to identify and capture new opportunities, maintain and expand customer base, and drive business growth.
Achieve financial targets related to distribution management programs.
Drive the planning and execution of periodic distributor's training programs in accordance with the distributor's learning and development plan to enhance the performance of distributors in accordance with the Roche standards.
Responsible for the entire distributor management lifecycle from initial evaluation and appointment, onboarding and training, performance review and monitoring to contract termination in compliance with established internal policies, guidelines and standards.
Drive the periodic Distributor's evaluations and audits, thereafter ensure that all identified gaps are resolved and closed in a timely manner.
Drive process simplification to enhance operational efficiencies.
Conduct business in full compliance with Roche's code of conduct, local and global policies as well as applicable laws and industry codes. Assess business risks and make informed decisions in consultation with the relevant functions to ensure business compliance.
4. Develops Engaged and High-Performing Team
Build and maintain a high-performing team with hard and soft skills development focusing on an individual's strengths to achieve results.
Identify top performers, take early-stage action on underperformers, and identify development opportunities that support individual goals and career aspirations.
Supports Customer Success Specialist's efforts to establish individual goal plans and regularly reassess goals in response to a constantly changing environment.
Builds trust by actively listening, asking questions, and providing regular objective feedback through regular performance check-ins.
Coaches and empower the team to make appropriate business decisions. Encourages reasonable risk-taking and helps Customer Success Specialists learn from successes and failures.
Helps Customer Success Specialist in territory and account management, customer engagements, and managing stakeholders.
Coach Customer Success Specialist in uncovering customer needs, opportunity management, and value selling.
5. Self-Development and Leadership Competency
Act as a visionary, connecting the RDPH vision to the sales team, and proudly championing APAC Spirit and We@RocheDiagnostics.
Demonstrate effective leadership that is consistent with Roche Values, Creative Leadership, and leadership capabilities within the VACC (Visionary, Architect, Catalyst, Coach) framework.
Actively exhibit the behaviours of an agile leader with a growth mindset, always being curious and with a focus on continuous improvement.
Take an active role in safeguarding the new culture by being an ambassador and role model for new ways of working. Lead by example for effective cross-functional collaboration to drive results and deliver a high customer experience.
Must possess a profound understanding of the business and be able to translate your knowledge of the product portfolio into creating a good value proposition to customers.
Develop leadership and people management skills to realize continuous self-improvement and effective team management. Demonstrate professional leadership and commitment in administering the company's values.
Keeps abreast on latest industry trends, market activities, and competitive intelligence.
Use a variety of presentation tactics (e.g. storytelling) to deliver effective and compelling presentations to a diverse audience that includes all levels of internal and external customers / partners
Listen attentively to figure out unstated needs, observe nonverbal behavior to picks up on both spoken and unspoken messages
Apply effective negotiation strategies / tactics and influencing skills to gain understanding of the other party's point of view
Proactively generate new ideas, experiment, take risks and learn from the mistake to refine the ideas better
6. SHE Responsibilities
Promote Safety, Security, Health and Environmental Protection awareness among all employees working in Roche Phils Inc.
Help establish a risk analysis and evaluation system, implement daily safety management, ensure operational safety in processes, facilities, and activities.
Identify health hazards in the workplace, take suitable measures to avoid health hazards, and thus create a safe work environment for all employees.
Coordinate and ensure to finish the annual GMP physical examination and occupational health examination.
Communicate all Roche issued notifications to the affected customers and ensure real-time coordination with the responsible department, function group, or team for prompt execution of the corrective actions.
Report all received customer complaints promptly to the responsible department, function group, or team for investigation and quick resolution of the case.
Reporting to
Customer Success Leader - Sales
Supervisory Responsibility
Customer Success Specialist(s)
Liaises with
External customer, Key Opinion Leaders, distributor and suppliers, and other relevant parties
Relevant internal team members including Sales, Marketing, Finance, Supply Chain, Service, Applications and other departments/areas as required
Education and/or Experience
Bachelor's Degree in Health/Science/Business disciplines
Experience with strategic implementation and optimization of complex sales processes, preferably in a hospital or laboratory environment.
Extensive market knowledge with at least 10 years' experience coupled with an entrepreneurial flair, resilience and a growth mindset.
Extensive experience in distributor management, key account management, and commercial excellence.
Excellent oral and written communication skills including making impactful presentations, spreadsheets and proposals.
Demonstrated leadership experience with proven skills in sales team leadership, motivation and empathy.
Demonstrated strength in agile working principles and methodologies.
Ideally have experience of successfully working in a matrix environment.
Experience with Miller Heiman green/blue and gold sheet methodology is preferred for this position.
Language Skills
Proficient in English (spoken & written)
Other Skills and Abilities
Being Collaborative
Winning Spirit
Being Innovative
Effective communication skills
Selling and negotiation skills
Customer-focused
Planning and Execution skills
Adaptive to change
Good interpersonal skills
Creative problem-solving Skills
Self-Initiative and Proactive