Hospital​/Institutional Customer Representative - Cleveland, OH

Overview

Job Description – The Hospital / Institutional Customer Representative is a key member of the Hospital Customer Team and helps support our customer-centric business model. This role works with the Hospital Customer Team to understand Health Care Provider (HCP) needs, support pull-through activities aligned with the customer strategy, and demonstrate value and better health outcomes to healthcare professionals and patients.

The primary activities include:

• Communicates about products in a way that is meaningful and relevant to each customer; customizes discussions based on understanding of customer needs
• Engages in informed discussions about products with HCP customers and knows when/how to provide additional information
• Acts as primary point of contact for select customer accounts; meets with key customers to understand practice structure, business model, key influencers, network structure, customer needs, and identifies business opportunities
• Coordinates with the customer team to develop customer strategy for interactions, relationships, solutions and potential offerings
• Partners with National Account Executives (NAEs) to maintain focus on Managed Care pull-through
• Shares learning and best practices from one customer to help others meet needs
• Demonstrates a focus on better health outcomes beyond acquisition, considering the HCP and patient experience
• Provides input into resource allocation decisions across customers
• Identifies and selects programs/services available in the library of resources to address customer needs
• Works with solutions group and/or Medical Account Executive to develop and deliver relevant offerings for customer needs
• Maintains current understanding of practice structure, business model, influencers/network structure, and shares information with relevant stakeholders
• Collaborates with extended in-scope customer team to ensure a consistent customer experience across divisions; ensures integration with NAEs, Vaccines personnel, HMS Manager, Solutions Consultant, CSS, RMD and other stakeholders
• Demonstrates excellence across competency areas (Account Management; External Market Focus; 1:1 Customer Interactions)
• Influences beyond their geography or product area
• Implements approved resources, programs and messages to address customer and company needs
• Creates awareness of approved Inpatient Hospital Letters of Participation (LOP) with eligible customers, including discussing approved contract details

• This territory covers the Greater Cleveland area.
• The selected Sales Representative must reside within the territory.
• Overnight travel may be required.
• Travel percentage varies based on candidate’s location within the geography.

Education

Minimum Requirements:

• Bachelor’s Degree with 3 (36 months) or more years of Sales experience OR a minimum of a high school diploma with at least 6 years of equivalent experience (which could include professional sales, experience in marketing, military or healthcare/scientific field that is not sales related such as pharmaceutical, biotech, or medical devices).

Required:

• Prior experience working in a scientific field or healthcare environment
• Previous sales experience
• Prior experience developing new business opportunities with existing customers
• Experience establishing new customer relationships
• Understanding of the company’s products and therapeutic areas
• Consistent performer in most competency areas
• Valid Driver's license

Preferred:

• Prior consulting or customer service experience
• Experience developing and executing a plan for engaging customers and meeting customer needs
• Understanding of Headquarters operations
• Ability to analyze metrics to assess progress against objectives
• Hospital/Institutional Sales experience

Our Human Health Division maintains a “patient first, profits later” ideology. The organization includes sales, marketing, market access, digital analytics and commercial professionals who bring medicines to customers worldwide.

Required Skills:

Account Planning, Adaptability, Customer Experience Design, Customer Experience Management, Customer Feedback Management, Hospital Sales, Interpersonal Relationships, Lead Generation,…