Customer Success Partner (Area Sales Manager)

Job description

The Position

Role Purpose:

Reporting to the Sales and Customer Solutions Leader, as the Customer Success Partner (Area Sales Manager) for Roche Dia Manila, you will identify and develop business opportunities within the area of responsibility to meet customer expectations and ensure business growth. Maintain and develop a high-performing sales team to effectively achieve or exceed business objectives. Manage assigned key accounts and provide optimum and consistent customer service.

Key Responsibilities

1. Delivers Excellent Customer Experiences and Business Results

• Develop and execute effective sales strategies to meet targets and improve profitability.

• Understand customer needs and build long-term relationships through creative solutions and improved customer experience.

• Collaborate with teams to identify and develop business opportunities.

•  Utilize sales techniques and tools in daily work for self and team.

• Record and monitor customer inquiries, complaints, and issues with urgency.

• Proactively address customer needs and provide continuous service improvements for excellent satisfaction.

• Ensure compliance with company policies and standards.

• Manage time and resources effectively to successfully close deals.

2. Excellence in Key Account Management

• 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.

• 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.

3. Excellence in Distributor Management

• Develop and maintain a strong collaborative relationship with distributors to identify and capture new opportunities, maintain and expand customer base, and drive business growth.

• Conduct business in full compliance with Roche 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.

Who you are:

• 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 coupled with an entrepreneurial flair, resilience and a growth mindset.

• Experience in distributor management, key account management and commercial excellence.

• Excellent oral and written communication skills including making impactful presentations, spreadsheets and proposals.

Territory/Area:

• NCR

Roche is an equal opportunity employer.

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.