Professional Account Specialist

About the role

In order to help Cochlear continue to grow and service our customers, we are recruiting for a Professional Account Specialist in our Americas head office based in Lone Tree, CO. The Professional Account Specialist is responsible for building relationships with Cochlear's professional customers to provide effective and pro-active account management. This position is not a sales role but will utilize strong knowledge and relationships with professional customers to deliver highly personalized service in support of regional goals and revenue targets. The Professional Account Specialist will work with internal and external Business to Business teams to ensure execution on the full cycle order and account management process.

Responsibilities

• Effectively manage inbound customer ordering requests of Cochlear's professional customers through all contact channels (email, Salesforce, phone, CRM and ordering systems) to facilitate surgical, troubleshooting and clinic stock equipment requests.
• Utilize all channels of communication to provide accurate, valid, and complete information to resolve customer inquiries per the established service levels.
• In person visits with key customer accounts to build stronger relationships, understand unique clinic needs, and develop plans to tailor service to the customer preference.
• Partner with Field Sales team to design proactive service models based on customer ordering trends and customer requirements.
• Demonstrate expertise of Cochlear's policies and procedures to provide accurate, valid, and complete information to resolve customer inquiries per the established service levels.
• Exhibit proficiency in Cochlear's professional self-service options to provide point of service and drive adoption.
• Represent Cochlear in a professional manner in all interactions.
• Key Requirements
• To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:
• Bachelor's Degree or Equivalent Work Experience
• 2-3 years' experience ideally in customer service, inside sales or account management
• Ability to work in a fast-paced environment and balance/manage multiple, changing priorities with appropriate sense of urgency
• Excellent verbal and written communication skills
• Proven ability to work collaboratively and positively in a team environment
• Work Environment
• After an in-person training period, this role offers a hybrid work environment with a combination of in-office and work from home. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Salary and Benefits
• In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.
• Salary range: $27.50/hr - $28.75/hr, as well as annual bonus opportunity of 5% base salary. Compensation offered to candidate may vary based on work experience, education and/or skill level.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.
• Who are we?
• Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind - thinking about their needs.
• Physical & Mental Demands

Benefits

Additional Information

Change people's lives and love what you do! Cochlear is the most recognized brand in hearing health care. Professional Account Specialist Position Spotlight! Provide professional quality service to our clinical partners via phone, email, and various other methods Hours of operation are 6:00am - 6:00pm Monday through Friday Role offers in-person training period, and then the option for a hybrid work environment - 3 days in our Lone Tree office, and 2 days from home

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