Customer success specialist (ncr)Roche

Job Description
The Position
About the job
The Position
Essential Duties and Responsibilities:include the following (other duties may be assigned)
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
Executes territory and account plans. Achieves territory targets and completes actions on a timely basis. Regularly assesses and adjusts territory and account plans as needed to achieve goals
Builds deep understanding of each customer account - its structure, organizational dynamics, influential stakeholders inside and outside the account and their priorities, decision-makers, and product preferences
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
Collaborates with teammates to create exceptional customer experiences
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
Self-Development
Act as a visionary, connecting the RDPH vision to other teams. Live and role model the Roche values including APAC Spirit and We@RocheDiagnostics
Take an active role in safeguarding the new culture by being an ambassador and role model for new ways of working
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
Keeps abreast of the 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 and proactively generate new ideas, experiment, take risks and learn from the mistake to refine the ideas better
SHE Responsibilities
Promote awareness and participation to Security, Safety, Health and Environmental Protection policies and programs at site to create a safe work environment to all employees
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 Partner
Supervisory Responsibilities
Not Applicable
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, preferably in Medical Technology or related fields
3+ years of sales-related experience in medical devices or consumer healthcare products
Relevant and proven complex sales experience is preferred
Preferably with extensive IVD market knowledge coupled with an entrepreneurial flair, resilience and a growth mindset
Excellent oral and written communication skills including making impactful presentations, spreadsheets and proposals
Demonstrated strength in agile working principles and methodologies
Ideally have experience of successfully working in a matrix environment
Language Skills
Proficient in English (spoken and 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
Location
Covering part of NCR. This position is based in Metro Manila
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.